DMB: Enhancing Customer Experience with Genesys Technology

DMB, Norway's largest financial group and the largest in Scandinavia by market capitalization, is committed to providing customer-centric services. To achieve this, DMB has been utilizing Genesys products for several years. By leveraging Genesys technology, DMB aims to be responsive to customer preferences across various channels, such as voice, email, web forums, SMS support, and more. This blog post will explore how DMB utilizes Genesys to deliver exceptional customer service, automate tasks using AI, and integrate chatbots into their customer support system.

Delivering Service Across All Channels:

DMB recognizes the importance of delivering service across all customer channels. With Genesys, they can manage and monitor customer interactions across various channels from a centralized platform. This comprehensive view of customer service enables DMB to provide a seamless and consistent experience to their customers.

Harnessing the Power of AI:

DMB places a strong emphasis on leveraging artificial intelligence (AI) to automate tasks and enhance the customer experience. By automating routine tasks, DMB can allocate their human resources to more value-added activities. The freed resources are then trained through a program called "Reskill," allowing them to continuously improve AI services. Genesys provides the platform for DMB to manage large amounts of information and effectively utilize AI capabilities.

Integrating Chatbots for Efficient Customer Support:

Since 2009, DMB has been using chat as a customer support channel. Currently, they are rebuilding their chat architecture and preparing to incorporate AI and chatbots into their customer service strategy. By integrating Genesys with their chat system, DMB aims to enhance the efficiency of customer support. When a customer initiates a chat, a bot greets them with a personalized message. If the bot cannot answer the customer's query, it escalates the call to a human operator. This approach has proven successful, with DMB experiencing a significant reduction in the number of calls, surpassing their initial expectations of a 30% decrease.

Monitoring Customer History and Behavior:

All DMB operators utilize Genesys to closely monitor customer history and behavior. This allows them to provide personalized and efficient support to each customer. By having access to comprehensive customer information, operators can better understand customer needs and preferences, resulting in a more tailored and satisfactory experience.

Commitment to Excellent Customer Service:

At DMB, the customer always comes first. The company strives to exceed customer expectations and provide excellent customer service. Genesys products play a crucial role in helping DMB achieve this goal. With a wide range of features, Genesys enables DMB to meet all their customers' needs effectively. As an important technology partner, Genesys empowers DMB to deliver exceptional customer experiences and continually improve their services.

Conclusion:

DMB, Norway's largest financial group, has successfully utilized Genesys technology to enhance their customer service capabilities. By leveraging Genesys products, DMB can deliver service across multiple channels, harness the power of AI to automate tasks and improve the customer experience, integrate chatbots for efficient customer support, and closely monitor customer history and behavior. With a strong commitment to excellent customer service, DMB continues to strive towards being the best in the world, with Genesys as their trusted technology partner.