Case Studies

The loyalty-building value of hyper-responsiveness in finserv

Learn how a leading service provider turned its high volume of front-end online and social media engagement into a growth opportunity.

BMTX, one of the largest digital banking platforms and Banking-as-a-Service (BaaS) providers in the U.S., makes it exceedingly easy for customers to reach out for support and offer feedback through their favorite digital channels. The challenge was supporting the high volume of front-end online and social media engagement with customer experience research and responsiveness on the back end.

BMTX had specific goals of improving first call resolutions, reducing email response times from one hour to 15 minutes, and keeping secure messaging response times under one minute, all while managing seasonal staffing demands that can double to 250 agents during peak months. BMTX also wanted to reach out to all customers who rated their service—not just the ones with negative feedback.

“I must say that providing this level of service is not easily done. It truly takes a team effort to get these high scores—and that especially includes Ubiquity as they are the ones actually talking with the vast majority of customers. So, to all our back-office support areas and team leaders: A HUGE Thank You for making this level of service a reality!”

Warren Taylor

Cofounder & Chief Customer Officer, BMTX

Similar Resources

Outsource with confidence

To provide the best experiences, we use technologies like cookies to store and/or access device information. Consenting to these technologies will allow us to process data such as browsing behavior or unique IDs on this site. Not consenting or withdrawing consent, may adversely affect certain features and functions.

Ubiquity Solutions

Omnichannel CX

Fraud, Risk, & Compliance

Back-Office Administration

Specialized Capabilities

FEATURED INSIGHTS

Customer Experience

How to strike the right balance between AI and live CX agents

Ubiquity Industries

Banking, Finance, & Insurance

Healthcare & Life Sciences

Retail & E-commerce

Logistics & Shipping

Utilities

Travel & Hospitality

FEATURED SUCCESS STORY

Case Study

Healthtech innovator gains operational edge with actionable insights

Ubiquity Resources

FEATURED WHITEPAPER

CUSTOMER EXPERIENCE

Let Customer Pain Points Be Your Guide to CX Success

Ubiquity Company

FEATURED Thought Leadership

TRENDS

CustomerThink: Building and Sustaining a Strong Customer Journey

Case Studies

The loyalty-building value of hyper-responsiveness in finserv

Share

Similar Resources

Webinar: New Techniques in Fighting Identity Fraud

9 ways AI elevates the retail customer experience

Whitepaper: Take control of your insurance CX future

Outsource with confidence

Share