The organization suffered from a poor employee experience due to outdated, legacy applications that required employees to navigate multiple systems manually. The existing system not only slowed down the selling process but also failed to offer features that were relevant to individual customer needs. Furthermore, there was no efficient mechanism in place to maintain the relationship between a single customer and the multiple accounts they held, leading to a high churn rate and missed opportunities to upsell or cross-sell products
Eclantiqx implemented a transformative solution that leveraged intelligent “next-best-offer” technology. In this approach, call center executives (CCEs) received automated suggestions generated from a sophisticated application that analyzed customer profiles, geographical data, and nature of expenses. The solution was built on Pega 8.6 and integrated with a Python-based data processing system and Tableau for business intelligence, enabling the backend marketing team and data scientists to continuously refine the offer engine. This multi-channel approach also supported call center, email, and web interactions so that every customer inquiry could be met with the most relevant and personalized offer.
