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mBank

Balancing service efficiency with omnichannel customer lifestyles

Poland’s first fully internet-based financial institution, mBank, is one of the country’s strongest and fastest-growing financial brands — with an increasing presence in Czech and Slovak markets. Among its 5.4 million retail and 22,000 corporate clients are 1.7 million active mobile banking users.

Success at mBank is founded on three strategic pillars: satisfy clients with the best, friendliest service; build a dominant position in mobile banking; and manage resources efficiency. And it wanted to achieve this while growing the business without increasing headcount. This strategy is underpinned by sustained investment in customer experience innovation — driving service improvements, paperless processes and greater productivity for 700-plus agents based at the company’s twin contact centers in Lodz.

“The idea was to tightly align our customer service system and banking processes,” said Jaroslaw Scigala, Manager, Contact Center Development Division at mBank. “This meant improving routing, IVR and outbound with a solution that offered digital and social media support through easy integration. The answer was PureConnect™.”

Benefits

58% drop in abandoned calls
32% decrease in call transfers
30% drop in call wait times
Faster and more cost-efficient system changes
100% capture across all interactions

“We manage our campaigns with the same number of people. But now they’re twice as effective, with more dials and successful contacts.”

Jaroslaw Scigala Manager, Contact Center Development Division, mBank

Read the customer story

Challenges

Transform customer experience with intelligent routing and IVR
Grow outbound and omnichannel capabilities including chat and social media support

Product

Genesys PureConnect

Solutions

+1.888.436.3797

Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.