The Asian Banker

OCBC’s AutoROME implementation led to improved customer service quality and productivity
AutoROME successfully improved OCBC's customer experience at the bank account opening stage while increasing opportunities for cross-selling.

Feb 28, 2013 | Durva Lakhlani

Background In a service and relationship oriented business such as retail banking, customer service can be the key to customer retention and growth. With Singapore’s competitive retail banking industry, OCBC chose to enhance its customer experience as a differentiating factor. A bank’s account-opening process usually defines a customer’s first impression about its efficiency and customer service quality. It also serves as a good opportunity for banks to sell debit and credit cards whilst generating customer interest on other services. To solve the problem of…

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Categories: Branch Banking, Channels, Customer Centricity, Data & Analytics, FSI Customer Relationship Management , Retail Banking, Technology & Operations
Keywords: AutoROME, OCBC, Pegasystems, CX, Donald Macdonald, FNA
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