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Omnichannel Customer Journey Optimization Platform Development
  1. case
  2. Omnichannel Customer Journey Optimization Platform Development

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Omnichannel Customer Journey Optimization Platform Development

ailleron.com
Financial services
Retail Banking
Corporate Banking
Agricultural Banking
Consumer Finance

Challenges in Customer Experience and Process Efficiency

The bank faced complex, inefficient processes leading to high abandonment rates, long service times, and suboptimal customer satisfaction. Key pain points included lack of omnichannel integration, excessive paper usage, and difficulty adapting products to dynamic customer needs while maintaining sustainability goals.

About the Client

Universal bank operating in Poland for 20 years, part of the global Crédit Agricole Group serving 52 million customers across 48 countries

Key Objectives for Customer Journey Optimization

  • Develop 7 omnichannel customer journey maps for operational decision-making
  • Reduce abandoned purchase processes by 30%
  • Implement paperless solutions to enhance sustainability awareness
  • Improve customer satisfaction rates through personalized service adaptation
  • Create competitive advantage via digital authorization and bot integration

Core System Functionalities

  • Multi-channel journey mapping tools with persona creation
  • Real-time emotion/thought tracking during customer interactions
  • Problem identification system with effort/cost-based recommendation engine
  • Mobile appointment scheduling and modification integration
  • Digital transaction authorization workflows

Technology Stack Preferences

Mural (collaboration platform)
Mobile app frameworks
Electronic document management systems

System Integration Requirements

  • Mobile banking applications
  • CRM systems
  • Analytics platforms
  • Customer authentication services

Non-Functional Requirements

  • Scalability for 7+ personas and 130+ recommendations
  • Real-time collaboration capabilities
  • GDPR-compliant data security
  • High-availability architecture for banking operations

Expected Business Impact of Customer Journey Optimization

Projected improvements include 40% faster service delivery through mobile authorization, 25% cost reduction in process management via digitization, and 20% increase in customer satisfaction scores. The solution will enable dynamic adaptation to market changes while reducing environmental impact through paperless operations, supported by 130+ prioritized implementation recommendations.

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