The Intranet for working well, together
CCR is the cooperative credit bank with headquarters in Cesena and branches throughout Romagna. It is registered in the Banks Register and a member of the Iccrea Cooperative Banking Group, the largest Italian cooperative banking group. It was created in 2016 from the merger project between BCC Gatteo and Banca di Cesena. It is a network made up of approximately 270 cooperative credit banks or rural banks, associations and businesses that guarantee, in line with its values and its cooperative identity, a diversified and complete product offering.
which otherwise had to be managed manually
thanks to alignment and traceability on the status of requests from the site
thanks to the integration of Interacta to the virtual assistant Sophia
The challenge
Before Interacta, consulting requests were processed one by one by the marketing team, who identified the consultant to whom they would be assigned via phone calls and emails. The process, from the arrival of the request to its resolution, could become long and expensive . Furthermore, it was difficult to monitor the progress of the requests.
The solution
Interacta has been integrated with the Sophia virtual assistant, which answers customer inquiries on the company website and WhatsApp. While the chatbot handles common questions, personalized advice requests automatically pass to Interacta, where the marketing team can take them on and communicate them to financial advisors.
A dedicated community has been created where requests are recorded and classified using hashtags. Every time a new one arrives, a post is created and all users of the marketing team receive a notification.
In each individual post, the marketing team and consultants can collaborate with each other in the comments section. This way, various emails and phone calls are eliminated at the source.
With Interacta, everyone is aligned on new requests , those that have already received advice and those still to be managed. This data can also be consulted in dashboards and customized reports , which can be analyzed to optimize marketing activities.
Results
Thanks to Interacta, the quality of service and customer experience of CCR customers have improved significantly. In addition, consultations have become even more targeted following the analysis of requests.
In the first 16 months, +4,100 conversations were recorded. The most complex requests that required the intervention of a consultant or a salesperson were automatically forwarded to Interacta and successfully managed.
Interacta, integrated with the virtual assistant Sophia, has allowed us to obtain:
The @ mention feature which allows you to notify people in real time. Much faster than a message or a call.
The ability to attach documents and images to request posts. This way, anyone can view and search for them at any time on Interacta, saving time.
Never again without Interacta because responding promptly to customers is a fundamental part of business but also one of the most difficult to manage well.
Optimizing this process has allowed CCR to focus on what really matters: the consultancy itself and the human relationship with people. All managed quickly as expected.
Thanks to the new request management via Interacta and the integrated chatbot Sophia, CCR has improved both its online customer services and the direct relationship with its consultants.
