BancABC needed a solution that would effectively measure customer sentiment—how customers felt about their banking experience and whether their needs were being professionally met.
They required a system that was easy to manage, quick and simple for customers to interact with, and still delivered meaningful, rich insights through dynamic reporting. Without clear, real-time visibility into consultant performance from the customer’s perspective, points of dissatisfaction risked remaining hidden and continuing to cause profit leakage.
Arjan Molenkamp, Group Head Retail & Business Banking and author of “A Practical Guide for Behavioural Leadership: Embedding organisational learning for high performance using the MILL model”, oversaw the project.
Arjan focused on finding a cloud-based customer experience (CX) survey platform that included bulk email capability and offered a cost-effective service capable of supporting BancABC’s performance-management objectives.
Rison Software’s VirtlX platform was selected.
Arjan adopts an engagement-excellence approach—measuring the quality of interaction between people inside and outside the organisation—and wanted to verify that this standard was being met by his banking consultants.
Richard Chalk, Rison Software Managing Director, comments:“VirtlX neatly fulfils BancABC’s requirements.
Our on-board bulk email facility allowed BancABC to link customers directly with their appointed banking consultants across branches. Embedded in each email is a link that opens the survey in the customer’s browser, capturing the in-branch / consultant interaction experience.
This feeds straight into VirtlX: Perceive, delivering the business insights needed to assess consultant performance across multiple countries and branches.” VirtlX: Perceive is the customer-experience monitoring element of VirtlX, designed to gather targeted CX data and present results in clear, actionable reports.
Arjan’s team could follow up with customers immediately thanks to the instant feedback delivered by VirtlX. BancABC gained continuous visibility into the customer experience associated with each banking consultant, enabling the team to identify exact points of dissatisfaction and act decisively before issues escalated into negative word-of-mouth or lost revenue—thereby stopping profit leakage and strengthening customer loyalty.
Arjan Molenkamp
Group Head Retail & Business Banking
“VirtlX gave me invaluable insight into how our banking consultants were performing from a customer perspective. It highlighted the exact points of dissatisfaction that were causing profit leakage, allowing the bank to act decisively and stop the losses.”
