Szukaj
25 January 2024

Increasing the rate of correctly completed credit applications​

Client

A company in the financial services sector operating nationwide. It specializes in serving small business entities.​

Customer business need – problem​

Problem: The rate of correctly completed applications for opening a business account and applications for initiating a debit line in the account remains at 43% of all applications processed in stationary branches. This is definitely too much and heavily burdens the branch budget, as well as negatively affects customer satisfaction with the services provided.

NEED: streamlining the customer service process, increasing the percentage ​
of correctly completed credit applications (business indicator).

ACTION: reduce customer service costs, increase customer satisfaction by reducing the percentage of defectively completed applications for account opening and debit line activation to 20% of all applications submitted in branches.

Achieved results – change​

Implemented activities based on gamification mechanisms

Consisting of two modules of the native application:​

  • Educational module with microlearning and tests​
  • Gamification module with tools for measuring process effectiveness​

Project duration – 3 months

​

Recommended

Content worth checking out

Avoiding Pitfalls In eLearning: A Few Words On How To Prevent Common Mistakes

Summary: Exploring eLearning pitfalls, the article emphasizes aligning training with business goals, customizing content for users, managing resources effectively, and […]

The Symphony Of eLearning: How Audio Enhances The Learning Experience

Summary: The article analyzes the significance of sound in eLearning, highlighting how audio (narration and music) enhances memorization and emotions. […]

The Concept Of eLearning Training: What Is It And Why Is It Worth Paying Attention To?

Summary: The article emphasizes the crucial role of a well-defined concept in eLearning training, focusing on audience identification, clear objectives, […]