CHALLENGE

Improving the customer experience in line with rising client expectations

Sparkasse Bank BiH, a member of the Austrian Steiermärkische Sparkasse group, is one of the most respected banking brands in Bosnia and Herzegovina. The bank continuously invests in service quality and digital transformation. In line with changes in communication habits and rising customer expectations, the bank saw an opportunity to deliver a faster, more connected support experience while improving contact center performance.

As communication channels evolved, the growing number of interactions across different, disconnected channels created a need to unify communication and give agents a more complete view of previous interactions and customer needs.

Voice calls, web chat, and other communication channels ran through different systems, with no shared view of conversations. That meant agents needed extra time to collect the information they needed. Customer requests were still resolved successfully, but a unified view of all interactions became necessary to deliver a faster, more efficient, and more personalized service.

Sparkasse Bank BiH needed to upgrade the enablement and support for internal teams, upscale customer experience, and lay the groundwork for future digital services. For a bank that continuously invests in innovation and service quality, modernizing the contact center was a natural next step in its digital transformation.

SOLUTION

A unified cloud contact center built for modern banking

Sparkasse Bank BiH partnered with Infobip to implement a cloud contact center platform, consolidating voice and web chat into a single integrated workspace where agents have complete customer context from the moment a conversation begins.

The implementation was designed to ensure business continuity and easy adoption by employees. Agents received training on the new interface, and the transition felt natural thanks to an intuitive environment that kept familiar workflows while significantly improving functionality.

Intelligent routing then directed incoming calls and messages to the agent best suited to resolve the issue, reducing transfers and escalations and keeping customers on a straight path to resolution. With all communication types managed from a single workspace, context no longer gets lost between channel switches, and the errors that came with toggling between systems disappeared.

By bringing all communication channels into a single workspace, agents could see the full customer context without losing information between interactions. Customers benefited from faster, more consistent support across every channel.

The solution also brought together IVR and voice capabilities, giving the bank a fully integrated and flexible communications infrastructure built to scale.

RESULTS

Measurable improvements in customer experience and operational efficiency

The new solution quickly delivered measurable improvements in both customer experience and operational efficiency. First-contact resolution increased by 17%, while callback time dropped to just five minutes. 

These changes directly improved customer experience and enabled better, more focused communication. Customer satisfaction continuously improved, and a 4-point increase in NPS compared with the previous year indicates improvement in perceived service quality.

Agents had a clearer view of customer needs and previous interactions, which enabled faster and higher-quality resolution, often during the first contact. Fewer repeated contacts contributed to greater operational efficiency and lower cost per interaction.

The change also made day-to-day work easier for employees. Instead of working across multiple separate systems, agents now use a single work environment that gives them a fuller view of customer relationships, a clearer context, and more efficient request handling.

Based on these results, the bank created opportunities for further automation of routine inquiries and continuous improvement of customer support, which will strengthen operational efficiency and service quality even more.

Sparkasse Bank BiH enhanced its customer-centric approach, creating a more personalized, efficient, and more consistent customer experience. What started as a contact center transformation evolved into a broader strategic partnership, laying the foundation for future development and new digital initiatives in Bosnia and Herzegovina.