Bank Islam Brunei Darussalam Berhad
Bank Islam Brunei Darussalam (BIBD) Revolutionizes Customer Care with AMEYO Solutions
About Bank Islam Brunei Darussalam Berhad (BIBD)
BIBD, Brunei's largest bank and flagship Islamic financial institution, was formed in 2005 by merging the Islamic Bank of Brunei and the Islamic Development Bank of Brunei. It is an internationally recognized financial institution governed by global best practices under the guidance of an experienced management team. BIBD is committed to meeting the needs of our customers from all walks of life through continuous service, product, and technology innovations.
Challenges
BIBD faced challenges with outdated technology, such as a lack of advanced ACD & IVR capabilities.
Unable to identify callers
Lacked proper reporting on call metrics.
No multimedia wallboard customization to streamline and efficiently manage service operations.
BIBD aimed to provide financial assistance but faced challenges in effective service delivery due to outdated technology. The lack of agility hindered caller tracking and proper reporting, with frequent ACD crashes preventing automatic call routing.
BIBD sought a robust solution to streamline processes and efficiently manage service operations.
The Solution
Self-Service IVR
CRM customisation
Stats manager API
Voice and SMS blast
Reports
To enhance customer care, BIBD chose AMEYO, an IP-based solution offering features like IVR, Logger, and ACD. The IVR addressed longer wait times by providing basic information through voice responses, while the ACD routed customers to suitable agents for prompt assistance.
AMEYO's customizable reports improved efficiency. Integrated with their systems, AMEYO CRM enabled customer information pop-ups and SMS functionalities, transforming BIBD's business operations and elevating customer satisfaction.
Results
Reduced call handling time
Enhanced customer satisfaction
Streamlined customer interactions
Benefits
Multi-Lingual Support
Automated responses through voice responses and also offered multi-lingual support
Query Resolution
Ensured prompt and satisfying responses to queries
Efficient Customer Engagement
Streamlined customer interactions by displaying customer information popups on calls