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The value of digital adoption to the BFSI industry

The value of digital adoption to the BFSI industry

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By Dana Meschiany

With increased competition within the banking, financial services and insurance (BFSI) industry, a further delay in the digital journey puts organizations at risk of losing customers, revenue and business opportunities.

Whether you’ve deployed a new CRM to meet your customers’ service request, or added a new functionality on your website, your customers or employees are not so quick to adapt and adopt these new technologies.

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That has a direct negative impact on your business, because they’re now calling a contact center, asking for help. Your contact center agents now have to handle more queries and more product requests, and your training department can’t keep up with that. 

You need to find a way to enable your customer-centric digital experience.

BMO case study: Customer adoption of new features while reducing support burden

As Bank of Montreal Financial Group (BMO) focused on implementing its digital transformation, it needed a ready-to-go support solution that would gracefully lead customers through new or updated features—without them calling the support center.

As one of North America’s largest banking groups, BMO needed to be certain its digital transformation initiatives would be embraced, trusted, and understood by its customers.

As it worked to upgrade its online services, BMO searched for a solution that would support and guide customers without relying on the in-house development team, and without overburdening support.

“We were seeking ways to increase scalability of our support operations and drive adoption of critical banking functionality, without driving a software development cost – with WalkMe we achieved this.”

– Sarah Cairns, Initiative Manager, BMO Financial Group

By providing in-app guidance, WalkMe introduced customers to new or updated features painlessly, eliminating customer confusion. Its analytics allowed the BMO team to monitor exactly how customers interacted with WalkMe, facilitating adjustments when required—all without involving the development team.

Since implementing WalkMe, BMO has noticed a 50% reduction in calls to its support center, improved customer adoption of new features, and a significant reduction in development costs.

Time to improve the way you experience technology

Encouraging people to adopt new technologies is one of the biggest challenges companies face. So, how do you get your employees to engage with new digital assets? 

In WalkMe’s session from the 2022 CX Exchange for Banking, Financial Services and Insurance, Justyn Goodenough, Account Director – Financial Services, and Megan Gallagher, Revenue Enablement Manager at WalkMe, discuss how digital adoptions platform can help you create a seamless customer experience to help you reach your business goals.

Watch it now on-demand.

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Dana Meschiany
Dana is a content and creative specialist, producing strategic marketing content for the masses. She helps WalkMe executives grow their professional brands and hosts the company podcast. After spending over a decade working in high-tech, she knows how important it is to form real human-to-human connections in a digital world.