See more casesCustomer Support with Mobile Solutions
Year:
2018
Industry:
Client support
Country:
Finland
Objective
This case study aims to demonstrate Leaware’s expertise in leveraging technology to transform customer support services, focusing on the development of the Omasp HelpCenter app.
Meet the Client
Oma Säästöpankki Oyj (OmaSp) is a leading Finnish savings bank with approximately 200,000 customers, 450 employees, and 45 branches across Finland. Known for its strong focus on retail banking and excellent customer service, OmaSp aims to be close and present to its customers, both locally and digitally.
Historical Background
& Current Situation
With digital technology becoming the norm, Oma Säästöpankki, Finland’s largest independent savings bank, sought to enhance its customer support services. The goal was to enable easy and secure contact between customers and support staff, leveraging the mobile-first approach that’s become essential in the current environment.
Challenge
OmaSp required a solution that could make contact between the customer and support staff simple and secure, with the only prerequisite being a mobile device. The solution needed to foster the crucial relationship between the customer and support staff and integrate effectively with Azure services.
Solution
Leaware developed Omasp HelpCenter, a mobile app designed to facilitate direct contact between customers and support staff. Developed using Xamarin, the app is available on both iOS and Android platforms. It capitalizes on Azure services, including video services and active directory, offering an integrated and effective customer support solution.
Technology
Platform
Benefits of the App
Omasp HelpCenter provides several key benefits:
- Convenience: Customers can reach out to support staff easily using just their mobile device.
- Security: The app maintains high security standards, ensuring that customer interactions are safely managed.
- Integration: The app leverages Azure services for a more robust and interconnected customer support system.
Results
With over 4,500 downloads, Omasp HelpCenter has seen substantial uptake among OmaSp’s customers. It has effectively streamlined the customer support process, ensuring customers can easily connect with support staff.
Data and Evidence
The app’s success is evidenced by its over 4,500 downloads. Additionally, customer feedback suggests a positive reception, with users appreciating the simplicity, convenience, and security of the app.
Lessons Learnt
Developing Omasp HelpCenter has reinforced the importance of mobile solutions in customer support services. It highlights the potential of Azure services in enhancing the functionality and integration of such applications. Furthermore, it demonstrates the significance of security measures in applications that involve direct customer contact.
Overall, Omasp HelpCenter, developed by Leaware, has effectively transformed customer support for OmaSp, showcasing how leveraging technology can significantly enhance customer service in the banking sector.
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Germany, Belgium
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United Kingdom
+44 2081900354
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Denmark
+45 21671778
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Poland
+48 223781522
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Serbia
+38 1653980110
+38 163332268
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Lea sp. z o.o. z siedzibą w Toruniu, ul. Włocławska 167, 87-100 Toruń, wpisana do rejestru przedsiębiorców prowadzonego przez Sąd Rejonowy w Toruniu, VII Wydział Gospodarczy Krajowego
Rejestru Sądowego pod nr KRS 835659, NIP 9522205303, wysokość kapitału zakładowego: 5 000 zł
Germany, Belgium
+49 24023893009
ask@leaware.com
United Kingdom
+44 2081900354
ask@leaware.com
Denmark
+45 21671778
ask@leaware.com
Poland
+48 223781522
ask@leaware.com
Serbia
+38 1653980110
+38 163332268
ask@leaware.com
Lea sp. z o.o. z siedzibą w Toruniu, ul. Włocławska 167, 87-100 Toruń, wpisana do rejestru przedsiębiorców prowadzonego przez Sąd Rejonowy w Toruniu, VII Wydział Gospodarczy Krajowego
Rejestru Sądowego pod nr KRS 835659, NIP 9522205303, wysokość kapitału zakładowego: 5 000 zł