Transformation in Africa: Standard Bank, South Africa. This is an industry insight drawn from public sources. It is not a Cufia client story.
A cloud contact centre in under a year: how clear criteria and a customer-first approach shortened a multi-year journey.
The context
Standard Bank Group, founded in 1862, serves more than 18 million customers across 20 countries with over 50,000 employees. As part of its journey to becoming a cloud-first organisation, it identified its contact centre, the heart of its customer service, as a key area to modernise.
What they did
The bank evaluated multiple solutions against clear criteria, including omnichannel capability, and chose to move its contact centre to Amazon Connect, a cloud contact centre service from AWS.
Agents and supervisors gained real-time performance data and more streamlined call monitoring, coaching and feedback.
The results reported
- Migration completed in under a year, versus the three to four years such programmes had traditionally taken at the bank
- No major disruption to customer service during the cutover
- Net Promoter Score (NPS) rose by more than 20 points after migration
The lessons
- Set clear selection criteria up front.
- Treat cloud as a way to improve the customer experience, not just to move infrastructure.
- Give frontline teams better data, and they will use it.
How Cufia helps
Our Cloud Strategy, Cloud Migration & Modernisation and Customer Experience services help organisations choose the right platforms, plan low-risk migrations and turn technology change into better customer outcomes.
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Source
Note: Published by AWS, a vendor. Figures are as reported by the bank and AWS.
