“...an extra $19 million in sales and services costs that could have been avoided
if the website had enabled users to complete their goals online.”
Megan Burns, Forrester Research*
La Caixa
The Client
La Caixa is the biggest savings bank in Europe and one of the largest financial companies in Spain. It has one of the most extensive office networks with over 4,800 offices and 7,000 ATM's. La Caixa currently has more than 25,000 employees and serves more than 9.5 million customers.
The Challenge: Online Banking
La Caixa has always been an early adopter of new technology. One of its most successful services is the company’s online banking, Linea Abierta, which allows customers to transact their financial affairs online 24 hours a day and 365 days a year. To improve the online customer experience and ensure the success of this service, La Caixa sought to implement a search solution.
The Solution: Virtual Assistant
In June 2003, La Caixa launched its “virtual assistant” to the users of its online banking service. The assistant is based on the Q-go application and understands the questions that customers ask in their own words. The assistant provides straight answers, no matter how the question was asked, and also provides useful tips to the user.
The Results: Integration and Insight
La Caixa has integrated the Q-go application with its Siebel CRM system to register every user question. By analyzing the questions, La Caixa has been able to gather deep data on the behavior and wishes of customers. This in turn has improved the efficiency of its customer service. The total number of calls in the call center has been reduced substantially, which resulted in a very quick ROI for the company. Currently, all employees and call center agents at La Caixa use Q-go to keep improving their customer service.