Customer Service Excels with Web-Based UI
Company Size
1,000+
Region
- Europe
Country
- France
Product
- Adabas
- Natural
- webMethods Integration Server
Tech Stack
- Mainframe
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Infrastructure as a Service (IaaS) - Cloud Computing
Applicable Industries
- Finance & Insurance
Applicable Functions
- Sales & Marketing
Services
- System Integration
- Training
About The 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.
The 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 The company's customer call center was struggling with an outdated green screen interface, which was not user-friendly and made it difficult for customer service personnel to quickly respond to customer requests.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.
The 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To address its challenges, Crédit Logement implemented a modern Web user interface to replace its outdated green screens.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.
Operational Impact
Quantitative Benefit
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