Software AG Case Studies Customer Service Excels with Web-Based UI

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	Customer Service Excels with Web-Based UI Software AG

Customer Service Excels with Web-Based UI

Software AG

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Finance & Insurance
Applicable Functions	Sales & Marketing
Services	System Integration Training
Challenge	Crédit Logement, a leading French financial institution, was facing challenges in meeting the needs of its customers, which include more than 200 banks with 7 million borrowers. The company's customer call center was struggling with an outdated green screen interface, which was not user-friendly and made it difficult for customer service personnel to quickly respond to customer requests. The company needed to replace the green screens with a modern Web user interface to optimize customer call center processing and improve the end-user experience. Read More
About Customer	Crédit Logement is a leading financial institution based in France. The company provides loan guarantees to more than 200 banks, processing up to 5,000 loan guarantees every day. With a gross production of 75 billion euros, Crédit Logement serves a large customer base of 7 million borrowers. The company operates a customer call center and uses a mainframe system for its operations. The products used by the company include Adabas, Natural, and webMethods Integration Server. Read More
Solution	To address its challenges, Crédit Logement implemented a modern Web user interface to replace its outdated green screens. The company used Adabas, Natural, and webMethods Integration Server to create a more intuitive and user-friendly interface. The new interface reduced the number of screens from more than 50 to just two, making it easier for customer service personnel to quickly find the information they need to respond to customer requests. The simpler interface also made it faster to train new employees, reducing the training time from a month to less than two weeks. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Finance & Insurance

Applicable Functions

Sales & Marketing

Services

System Integration

Training

Challenge

Crédit Logement, a leading French financial institution, was facing challenges in meeting the needs of its customers, which include more than 200 banks with 7 million borrowers. The company's customer call center was struggling with an outdated green screen interface, which was not user-friendly and made it difficult for customer service personnel to quickly respond to customer requests. The company needed to replace the green screens with a modern Web user interface to optimize customer call center processing and improve the end-user experience.

About Customer

Crédit Logement is a leading financial institution based in France. The company provides loan guarantees to more than 200 banks, processing up to 5,000 loan guarantees every day. With a gross production of 75 billion euros, Crédit Logement serves a large customer base of 7 million borrowers. The company operates a customer call center and uses a mainframe system for its operations. The products used by the company include Adabas, Natural, and webMethods Integration Server.

Solution

To address its challenges, Crédit Logement implemented a modern Web user interface to replace its outdated green screens. The company used Adabas, Natural, and webMethods Integration Server to create a more intuitive and user-friendly interface. The new interface reduced the number of screens from more than 50 to just two, making it easier for customer service personnel to quickly find the information they need to respond to customer requests. The simpler interface also made it faster to train new employees, reducing the training time from a month to less than two weeks.

Impact #1	Crédit Logement was able to maintain its market leadership with unmatched transaction processing performance.
Impact #2	The company's customer service personnel were able to quickly respond to customer requests thanks to the new modern Web interface.
Impact #3	The simpler, more intuitive interface made it faster to train new employees.

Impact #1

Crédit Logement was able to maintain its market leadership with unmatched transaction processing performance.

Impact #2

The company's customer service personnel were able to quickly respond to customer requests thanks to the new modern Web interface.

Impact #3

The simpler, more intuitive interface made it faster to train new employees.

Benefit #1	Processes up to 5,000 loan guarantees from more than 200 banks every day.
Benefit #2	Training time for new employees reduced from a month to less than two weeks.
Benefit #3	Handles 1.05 billion commands each day.

Benefit #1

Processes up to 5,000 loan guarantees from more than 200 banks every day.

Benefit #2

Training time for new employees reduced from a month to less than two weeks.

Benefit #3

Handles 1.05 billion commands each day.

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Overview

Customer Service Excels with Web-Based UI

Operational Impact

Quantitative Benefit