Real-World Case Studies and Customer Success Stories with Unblu

Crédit Agricole next bank needed to update their digital capabilities to maintain service excellence. They identified a key friction point... in their customer journey related to phone call limitations. To address this, they implemented Unblu's embedded Co-Browsing. This allowed agents to guide customers securely during onboarding, increasing both client and agent satisfaction. The bank plans to further leverage Unblu's platform to enhance service efficiency and maintain high satisfaction levels.
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Unblu helped BPER Banca, Italy’s third largest banking group, transform into a hybrid bank. BPER combined AI and human intelligence... to improve digital banking. AI reduced conversation times and boosted cross-selling from 10% to 75% when advisors engaged. The hybrid model let BPER offer complex financial products and personalized advice. Unblu’s platform played a key role in this digital transformation.
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Unblu Live Chat helped Raiffeisenbank reduce phone and email inquiries by offering efficient digital customer service. The bank used Live... Chat data to train a chatbot for simple queries and added Co-Browsing for complex support. On high-intent pages, Live Chat was prioritized to boost conversions. Out of 12,000 Live Chat sessions, 320 new deals were closed in August 2022, with conversion rates rising from 5% to 8% in September. Raiffeisenbank improved digital sales and customer engagement using Unblu's solutions.
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Unblu helped Raiffeisenbank improve product conversion. In 2020, Raiffeisenbank added Live Chat and Co-Browsing to their service. Agents offered better... service and gained more insights from customer interactions. This let them recommend products that fit each customer. Unblu also helped migrate 500,000 clients to a new front-end. The bank saw higher agent conversion rates and better client satisfaction.
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Banca Dello Stato, a Swiss bank, wanted to improve customer support by offering new digital channels. In 2020, they implemented... Live Chat and Co-Browsing as part of their digitalization strategy. This helped them handle a 15% increase in support requests during the first half of 2023. The new channels allowed agents to manage multiple requests efficiently and provide better service. The bank aimed to reduce repeat calls and improve customer education through these tools.
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Unblu helped Tatra banka launch a new communication space in their mobile app. The pilot started with 20 bankers and... led to over 3,000 conversations and 14,000 minutes in six months. The solution improved sales process efficiency and received a high SUS score of 84.6. Bankers and clients praised the secure, seamless messaging and remote assistance features.
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Raiffeisenbank, based in Prague, is part of the RBI Group and serves over 1,400,000 customers. To reduce strain on contact... centers, they implemented Unblu's Live Chat, which decreased phone and email inquiries. They also used Co-Browsing for high-touch interactions. The bank's digital sales conversion rate increased from 5% to 8% within a month, showing clients' willingness to use digital channels for business.
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A long-standing private bank wanted to enhance digital capabilities for High Net Worth Individuals (HNWIs). They faced security challenges with... frequent fraud attempts. To address this, they equipped Relationship Managers with Secure Messaging. The first phase involved integrating Secure Messenger with ebanking authentication. The next step is to integrate Unblu into Microsoft Dynamics CRM. This aims to reduce email use for sensitive documents and improve client-advisor interactions. The bank saw a 10-point increase in digital usage in France over 18 months.
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PostFinance, a large retail financial institution in Switzerland, partnered with Unblu to enhance their customer support. They started by implementing... embedded Co-Browsing to assist clients in e-banking. Later, they replaced their email system with Unblu's secure messaging. This collaboration led to handling 20,000 secure messaging conversations monthly. The system prioritizes phone calls in the morning and chat channels in the afternoon, improving customer service efficiency.
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BPER Banca, Italy's third largest banking group, used Unblu to enhance its digital transformation. Maurice Lisi, Head of Digital Business,... shared insights on a hybrid banking model combining human and AI elements. This approach addresses the failures of digital-only banks by offering complex financial products and personalized advice. AI tools improved advisor efficiency, increased cross-selling opportunities, and provided real-time support. Unblu played a key role in BPER's successful digital journey.
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Valiant Bank, a mid-sized bank in Switzerland, faced a 35% decrease in personal assisted transactions from 2014 to 2017. To address this,... they reduced branch hours and considered closing branches. Instead, they chose to expand by enhancing digital capabilities and opening new branches in Romandie, Jura, and East Switzerland. Unblu Branch was implemented in 60 branches, leading to cost savings, business growth, and improved service experience.
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Raiffeisenbank, based in Prague, is part of the RBI Group and serves over 1. 4 million customers. To reduce strain...on contact centers, they implemented Unblu's Live Chat, which decreased phone and email inquiries. They also used Co-Browsing for high-touch interactions. The bank's digital sales conversion rate increased from 5% to 8% within a month, showing customer willingness to use digital channels.
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Banca Dello Stato, a Swiss bank, wanted to improve customer support by offering new digital channels. They faced a rise... in client requests due to increased online banking during the pandemic. To address this, they implemented Live Chat and Co-Browsing. These tools allowed agents to handle multiple requests efficiently and provide real-time collaboration. As a result, the bank improved service quality and managed a 15% increase in support requests in the first half of 2023.
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Unblu helped Tatra banka create a secure communication space in its mobile app. The pilot started with 20 bankers and... led to over 3,000 conversations and 14,000 minutes in six months. The new feature improved sales process efficiency and received a high SUS score of 84.6. Bankers and clients praised the application's ease and effectiveness. Tatra banka became a leader in digital banking customer experiences.
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Unblu Branch helped Valiant Bank in Switzerland shift in-branch tasks to digital services. The bank saw a 35% drop in... personal assisted transactions from 2014 to 2017. Valiant responded by expanding digital capabilities and opening new branches. Unblu Branch was deployed in 60 locations. The project led to cost savings, business growth, and better service experience.
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Unblu Secure Messenger helped a leading Paris private bank boost digital adoption by 10 points in 18 months. The bank equipped... 300 relationship advisors across 8 countries with secure messaging for high net worth clients. Secure Messenger replaced email, protected sensitive data with ebanking authentication, and improved client journeys. Over 60% of French customers now use digital services daily. Advisors use Unblu to manage conversations and broadcast updates securely.
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Unblu helped PostFinance, a major Swiss bank, manage over 20,000 secure messaging conversations monthly. The partnership began in 2016 with... embedded co-browsing and live chat to support e-banking clients. PostFinance later replaced email with Unblu's secure messaging, streamlining all inbound requests. The solution enabled stable average handling times across text and voice channels. PostFinance continues to expand Unblu's use, adding video and voice consultations for better customer support.
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Unblu helped BPER Banca, Italy’s third largest banking group, transform its digital banking. BPER used a hybrid model that combines... AI and human intelligence. This approach improved advisor efficiency and increased cross-selling rates from 10% to 75%. Unblu’s platform enabled better customer support and more personalized financial advice. The bank now delivers a new, profitable banking experience.
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Unblu Secure Messenger helped CMB Monaco, a leading private bank, deliver a 100% premium digital wealth management experience. The bank faced... challenges with compliance and client communication, especially with the use of popular messaging apps like WhatsApp. By launching CMB Connect, powered by Unblu, they provided secure, instant, and compliant messaging for clients. This solution improved collaboration and ensured client needs were met quickly and securely.
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Unblu helped Raiffeisenbank reduce contact center strain by shifting customer support to Live Chat. The bank used chat data to... train a chatbot and added Co-Browsing for complex needs. Live Chat drove upsell opportunities, with 320 new deals and a 5% conversion rate in August 2022, rising to 8% in September. Raiffeisenbank prioritized digital channels to boost sales and improve customer experience.
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Unblu's Live Chat and Co-Browsing helped Banca Dello Stato handle a 15% rise in support requests in early 2023. The Swiss bank... used these digital channels to boost efficiency and improve customer service. Live Chat let agents manage several requests at once. Co-Browsing enabled fast help with complex issues and better client education. The solution supported the bank's digitalization and improved support quality.
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Unblu Secure Messenger helped a leading private bank in Paris improve digital advisory for high net worth clients. The bank faced... rising fraud and growing demand for secure digital channels. Unblu enabled secure messaging behind ebanking authentication for 300 relationship advisors. Over 60% of French clients now use digital services daily. The solution increased digital adoption and enhanced collaboration between advisors and assistants.
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Unblu helped PostFinance handle over 20,000 secure messaging conversations each month. PostFinance used Unblu's live chat, co-browsing, and secure mail... to replace email and improve customer support. The solution allowed agents to blend phone and chat channels, keeping average handling time stable. PostFinance continues to expand Unblu's use, adding video and voice consultations. The partnership started in 2016 and keeps growing.
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Unblu helped Crédit Agricole next bank improve digital onboarding with embedded co-browsing. The bank needed to fix friction in their... customer journey after moving to a new e-banking system. Unblu's co-browsing let agents guide clients visually and securely, boosting trust and satisfaction. Both client and agent satisfaction increased. The bank plans to add video, voice, and live chat for even better digital service.
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Unblu Secure Messenger helped CMB Monaco deliver a 100% premium client experience in luxury wealth management. The bank faced challenges... with secure communication and compliance, especially with clients using WhatsApp. Unblu provided a secure messaging solution that improved collaboration and document sharing. The digital transformation made client interactions faster and more secure. CMB Monaco now offers a gamechanging digital experience for its clients.
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Unblu Branch helped Valiant Bank in Switzerland shift in-branch tasks to digital service. The bank faced a 35% drop in... personal assisted transactions from 2014 to 2017. Valiant used Unblu to expand digital capabilities and open new branches. Unblu Branch rolled out to 60 locations. The solution led to cost savings, business growth, and better service experience.
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Carta faced challenges with their support team due to rapid growth and complex equity management products. Customers lacked self-help options,... leading to high handle times and low satisfaction in chat support. Carta implemented a strategy to educate support staff, empower analysts, and automate inquiries. They used Unblu's Co-Browsing and Live Chat to guide clients visually. This aimed to reduce repeat queries and improve customer satisfaction. Integration with Salesforce helped Carta analyze client service performance.
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Unblu Co-Browsing helped Carta improve customer support for its equity management platform. Carta faced high chat handle times and low... CSAT due to complex products and limited self-help options. They used Unblu's PIN-based Co-Browsing, Live Chat, and Embedded Co-Browsing to let support analysts guide users in real time. Integration with Salesforce enabled better analytics. Carta now empowers users and support staff, aiming for fewer repeat queries and higher customer satisfaction.
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Unblu helped Carta improve customer support for its equity management platform. Carta faced high chat handle times and low CSAT,... leading to a temporary chat shutdown. They used Unblu's PIN-based co-browsing, live chat, and embedded co-browsing to let support analysts guide clients in real time. Unblu and Salesforce integration enabled better analytics on service performance. Carta now empowers users with self-help and proactive support, aiming to reduce repeat queries.
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Unblu helped Swiss Post improve contact center efficiency using chatbot, live chat, and WhatsApp. Swiss Post serves 2.5 million clients... yearly with diverse needs. The solution deflected support requests to digital channels, reducing pressure on agents. Within weeks, the WhatsApp channel handled over 4,000 inquiries. Live chat and WhatsApp increased first contact resolution rates and client satisfaction.
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Unblu helped Swiss Post improve contact center efficiency by adding chatbot, live chat, and WhatsApp support. Swiss Post serves 2.5... million clients yearly with diverse needs. The new channels let customers choose how to get help. Within weeks, WhatsApp saw over 4,000 inquiries. Live chat and WhatsApp increased first contact resolution rates.
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Unblu Secure Messenger helped UNIQA, a leading European insurance company, modernize agent-customer communication. UNIQA integrated the messaging tool into its... "My UNIQA" app and web portal, doubling usage between 2023 and 2024. Sales agents found the tool efficient, and customers appreciated the secure, easy contact. The rollout improved customer engagement and retention, supporting UNIQA's shift to digital-first insurance services.
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Unblu Secure Messenger helped UNIQA modernize agent-customer communication in insurance. UNIQA integrated the messaging tool into its "My UNIQA" app... and web portal in 2020. Usage doubled between 2023 and 2024, showing strong adoption. Sales agents found the tool efficient and customers were more satisfied. UNIQA plans to expand mobile features for agents to further boost engagement and loyalty.
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Unblu Secure Messenger helped UNIQA modernize agent-customer communication in insurance. UNIQA launched a branded messaging tool in its "My UNIQA"... app and web portal. Usage doubled from 2023 to 2024. Sales agents found it efficient and customers were more satisfied. The tool improved customer engagement and retention for UNIQA.
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Unblu Secure Messenger helped CMB Monaco deliver a 100% premium digital experience for wealth management clients. The bank faced challenges... with secure client communication and compliance, especially as clients preferred popular messaging apps. CMB Monaco used Unblu to launch CMB Connect, a secure messaging service. This solution enabled instant, secure document sharing and improved collaboration. The initiative aimed to enhance client satisfaction and streamline advisor workflows.
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Unblu Co-Apping helped Tatra banka create a secure, permanent communication space in its mobile app. The bank started with a... pilot of 20 bankers and saw over 3,000 conversations and 14,000 minutes of engagement in six months. The solution let customers message, switch to calls, and keep information safe. Soitron ensured seamless integration with Cisco and Unblu. Tatra banka improved digital banking experiences for its affluent clients.
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Swiss Post serves 2. 5 million clients annually and needed to cater to a diverse clientele. They partnered with Unblu...to enhance client engagement through chatbots, live chat, and WhatsApp. This helped handle more requests efficiently and increased agent productivity. The introduction of WhatsApp led to over 4000 inquiries within weeks, showing the importance of offering multiple communication channels.
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