Credit Suisse creates seamless customer experience

More and more consumers are using online services. Digitization is changing consumer behavior and expectations more than any other technology has before. By consistently driving digitization, Credit Suisse is becoming more efficient and closer to the customer. Multichannel offerings are being merged into a seamless consumer experience, while customers experience the same levels of comfort and service as they would during a physical visit to customer consultants.

Credit Suisse AG is one of the world’s leading financial services providers. As an integrated bank, Credit Suisse offers clients its combined expertise in the areas of private banking, investment banking and asset management. Credit Suisse provides advisory services, comprehensive solutions and innovative products to companies, institutional clients and high-net-worth private clients globally, as well as to retail clients in Switzerland. Credit Suisse is headquartered in Zurich and operates in over 50 countries worldwide. The group employs approximately 48,200 people.

With the “Collaboration Suite” project, Credit Suisse enhances both personal consulting services and the consumer experience while shifting these into the digital world. This reduces travel time and ensures the availability of location-independent consulting. Customers also benefit from the mobile applications, which facilitate new service levels and quicker response times thanks to the digital offerings provided. Luware has developed an interface to the existing office communication solution, Skype for Business by Microsoft, in order to provide customer consultants with one single tool for both internal and external communications. This in-depth integration establishes a connection between the Skye for Business client and the iOS-based App from Credit Suisse.

“The ‘Collaboration Suite’ project and the cooperation with Luware enable us to combine the human factor with digital technology, allowing our customers to contact us at any time through the simple use of an App,” explains Paolo DeCarli, Program Manager/Director at Credit Suisse, and adds: “The decisive criteria in favor of Luware were their outstanding expertise in application development with regard to programming interfaces of Microsoft’s Unified Communication platform, the price-performance ratio and the reliability of the staff members, who also drive the design to the highest technical standards.”

The application shows the customer consultants all of their allocated customers from the customer base, including their availability, whether or not their customers are currently logged on to the App. Communications may be started at any time using any of the following channels: chat, voice, video, screen sharing, and document sharing. This also features offline or asynchronous messaging, something that is currently not offered by Microsoft’s UC solution. This feature allows messages to be sent and received regardless of the presence status of the participating communication partners. This means, for instance, that the customer consultant can write a message to the customer even when the customer is not logged on. As soon as the customer logs on to the App, they will receive the message. “True to the motto of ‘anytime, anyplace, anywhere’, our staff members no longer rely on meeting rooms and local subsidiaries for communicating with their clients efficiently, seamlessly and consistently,” states Paolo DeCarli.

In the future, this communication channel will not only be available for customers using iPads but will also be compatible with iPhones, Android devices and web browsers.