Case Study: KeyBank Transforms its Merchant Services CX With OvationCXM's technology
KeyBank
The Results
26%
Reduction in Operating Costs
60%
Lift in NPS Scores
75%
Increase in Service Visibility
10%
Increase in Revenue
About KeyBank:
Headquartered in Cleveland, Ohio, KeyCorp is a Top 20 U.S. Bank. It is headquartered in Cleveland, OH and serves 15 states. It's earned a reputation for being a leader in innovation.
Industry: Banking & Financial Services
Founded: 1849
Employees: 17,000
Challenges:
KeyBank, like most financial institutions, has been pushed to innovate quickly to meet evolving customer expectations. The bank built an ecosystem of fintech partners to help it accelerate its digital transformation. As a company devoted to customer-centricity, however, it recognized that small business customers were not receiving the high quality of service it was known for. This was leading to dissatisfaction and poor business outcomes.
How OvationCXM Helps:
KeyBank chose OvationCXM to address its customer experience challenges and using our platform, it has achieved significant results and positive business outcomes. Leveraging CXMEngine, KeyBank is now able to:
- Deliver an enterprise view of clients
- Connect data across systems
- Prioritize and orchestrate customer requests
- Orchestrate successful customer journeys
- Deliver knowledge to associates quickly
- Drive team efficiencies and better customer outcomes
Read the full KeyBank case study.
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