Bankwest transform customer experience with smart self-serve solution


Bankwest has rolled out a self-serve appointment booking system through Microsoft Dynamics 365 to maintain its focus on simple and friendly customer service through the pandemic, and enhanced the bank’s understanding of customers’ changing needs and expectations.

“We see the opportunities going forward to create more visibility and transparency on the customer journey. The system puts the power in the customer’s hands, in terms of when, where and how they want to interact with us.” – Nick Mittas, Bankwest Executive Manager Distribution Operations

The self-serve system has helped reduce the burden on Bankwest’s call centre. With customers able to book appointments themselves, it has eased call volumes during a period where customers are wanting to connect more than ever. This is one of many initiatives that has helped contribute to a 10-15 point increase in net promoter score.

The automated appointment system is part of a broader digital transformation agenda at Bankwest which has seen it embrace a DevOps approach.

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