{"id":7927,"date":"2024-01-25T13:58:37","date_gmt":"2024-01-25T12:58:37","guid":{"rendered":"https:\/\/www.e-learning.pl\/?post_type=e-wiedza&p=7927"},"modified":"2024-01-25T16:05:02","modified_gmt":"2024-01-25T15:05:02","slug":"case-study-increasing-the-rate-of-correctly-completed-credit-applications","status":"publish","type":"e-wiedza","link":"https:\/\/www.e-learning.pl\/en\/e-knowledge\/case-study-increasing-the-rate-of-correctly-completed-credit-applications\/","title":{"rendered":"Increasing the rate of correctly completed credit applications\u200b"},"content":{"rendered":"\n
<\/div>\n\n\n

Client<\/span><\/span><\/h2>\n

A company in the financial services sector operating nationwide. It specializes in serving small business entities.\u200b<\/p>\n\n\n

\n
\"\"<\/figure>\n<\/figure>\n\n\n\n
<\/div>\n\n\n

Customer business need – problem\u200b<\/h2>\n

Problem:<\/strong> 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.<\/p>\n

NEED:<\/strong> streamlining the customer service process, increasing the percentage \u200b
of correctly completed credit applications (business indicator).<\/p>\n

ACTION:<\/strong> 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.<\/p>\n\n\n

<\/div>\n\n\n\n\n

Achieved<\/span><\/span>\u00a0<\/span><\/span>results<\/span><\/span>\u00a0–\u00a0<\/span><\/span>change<\/span><\/span>\u200b<\/span><\/h2>\n\n\n
\n
\"\"<\/figure>\n<\/figure>\n\n\n\n
<\/div>\n\n\n

Implemented activities based on gamification\u00a0<\/span><\/span>mechanisms<\/span><\/span><\/h2>\n

Consisting of two modules of the native application:<\/span>\u200b<\/p>\n

    \n
  • Educational module with microlearning and tests<\/span>\u200b<\/li>\n
  • Gamification module with tools for measuring process effectiveness<\/span>\u200b<\/li>\n<\/ul>\n

    Project duration <\/span><\/span>\u2013 3\u00a0<\/span><\/span>months<\/span><\/span><\/p>\n

    \u200b<\/span><\/h2>\n\n\n
    \n
    \"\"<\/figure>\n<\/figure>\n","protected":false},"excerpt":{"rendered":"

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