Humany

Case SEB

SEB is a Northern European financial group with 400,000 corporate customers and institutions, and 5 million private customers. SEB has operations in the Nordic and Baltic countries, Germany, Poland, the Ukraine and Russia. Approximately half of SEB's customers use the Internet for their banking transactions. The SEB Group is represented in some 20 countries around the world and has a staff of about 20,000.

Background

Increasing use of the Internet has resulted in a fundamental change in consumers' relationships with their banking providers. As the Internet brings us a culture of instant accessibility to information – anytime, anyplace, anywhere – customers are now demanding greater access and more simplicity for carrying out their financial transactions and viewing their banking information. Every bank must have an effective, user-friendly Internet banking system to be competitive in today's world. Internet banking and bill pay systems offer a level of service and convenience that customers enjoy and have come to expect. However, in order to retain customer loyalty, banks must also focus on maintaining coherent customer communication. The SEB Group has over a decade of experience with online banking, and approximately half of its customers today use the Internet for their banking transactions. SEB has witnessed firsthand that competition in banking is fiercer than ever. With the competition just a mouse click away, consumers must have a seamless experience, no matter how they access the bank – at a branch office or an ATM, through a call center, or via the Internet. Customers demand prompt and accurate replies to their service questions.

Solution

The SEB Group implemented a customized support solution from Humany. The information access system is based on SiteAssistant Web and SiteAssistant Intra. Combining the two products enables the company to synchronize internal and external communication, which helps to promote brand consistency. Whether the customer accesses information via the online service or the call center, the source of the information is the same. The support solution is connected to a database with a multitude of FAQs and is also integrated with other internal databases. Since its launch, the system has helped to resolve more than 150,000 errands, with a resolution rate of 87%. According to customer surveys, the system is perceived to be effective and user-friendly. Providing customers with easy online access to information reduces strain on customer support and provides cost savings. In addition, SEB gains valuable information about its customers.

Measured Improvements

After using SiteAssistant, SEB noticed the following improvements in their customer relations:

• Fewer calls with simple questions
• Decrease in workload for call center
• Fewer complaints
• Increase in number of Web site visitors

Facts About SEB's SiteAssistant

Developing time: 2 months
Numer of questions in database: 500 (per March 3rd 2007)
Avg. usage per day:  1000 inquires