Contact Center for All

Explore how a national private-owned multifinance company implements a chatbot in its contact center to provide the best experience for both customers and prospective customers.

PRIVATE BANK

A leading private bank implements an Inbound Call Center System with an integrated ticketing system and access to national scale numbers, resulting in a centralized and standardized customer service.

CASE STUDY OF A NATIONAL PRIVATE-OWNED MULTIFINANCE COMPANY

COMPANY BACKGROUND

A company under the umbrella of a leading corporate group provides financing services for various needs, including motor vehicles, electronics, and more. As the business grows and the customer base expands, the workload of the contact center agents also increases.

PRIOR CONDITION

Previously, the company’s contact center only handled inquiries from potential customers.
With the business growth, the contact center now also serves inquiries from existing customers.
This has added to the workload that must be managed by the contact center agents.

OBJECTIVES TO ACHIEVE

Reducing the agent workload without eliminating the personal touch of live agents. Ultimately, this is expected to decrease operational costs without compromising service quality.

ATTAINING OPERATIONAL EFFICIENCY

ARSI Smartbot brings a chatbot solution to streamline contact center operations. The chatbot is seamlessly integrated into the WhatsApp channel, offering convenience to customers and potential customers.

ARSI Smartbot

GOALS ACHIEVED SUCCESSFULLY

Customers and potential customers no longer need to wait in queues for answers from agents.
On the other hand, the agent’s workload has also decreased.
The implementation of the chatbot on WhatsApp, a popular messaging application among Indonesians, ensures a broad and effective reach.

TESTIMONIAL FROM BANK MAYAPADA

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