UniCredit SpA 具有高级分析功能的客户体验管理解决方案，用于提供一流的 Web 服务
公司规模
Large Corporate
地区
- Europe
国家
- Italy
产品
- IBM Tealeaf CX Extended Edition V8.5
- IBM Tealeaf cxView V8.5
- IBM Tealeaf cxImpact V8.5
技术栈
- Advanced Analytics
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Revenue Growth
技术
- 分析与建模 - 实时分析
适用行业
- 金融与保险
适用功能
- 销售与市场营销
服务
- 数据科学服务
关于客户
UniCredit SpA 是一家领先的商业银行，总部位于意大利米兰。该银行业务遍及 22 个欧洲国家，拥有约 155,000 名员工和 9,200 多家分支机构，业务范围十分广泛。提供一流的客户服务是 UniCredit SpA 的首要战略重点。该银行的在线业务十分广泛，其意大利网站每月的访问量约为 100 万次。
挑战
总部位于米兰的全球银行 UniCredit SpA 致力于提供一流的客户服务。然而，该银行的外部网站面临挑战，因为客户经常报告可用性问题。这影响了银行的在线服务和销售。该银行需要一种能够主动诊断和解决网站问题的解决方案，以改善客户体验。
解决方案
为了应对这些挑战，UniCredit 部署了数字客户体验管理解决方案，其中包括 IBM Tealeaf CX Extended Edition V8.5、IBM Tealeaf cxView V8.5 和 IBM Tealeaf cxImpact V8.5。此解决方案允许员工查看记录的用户会话，记录访问者逐页、浏览器级别的体验。该解决方案还使用复杂的算法来识别潜在的用户问题，并提供近乎实时的数据，用于更好地预测问题如何影响业务。这种主动方法有助于银行快速识别和解决问题，从而改善整体客户体验。
运营影响
数量效益
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