Increasing customer satisfaction for millions of banking customers

Results with Medallia

BANK OF GEORGIA

Industry: Financial Services

of total sta is

engaged with

the platform

45%

increase in

NPS since

implementation

18%

projects and

improvements

implemented

500

increase in Business

Internet bank

customer satisfaction

30%

increase in Contact

Center customer

satisfaction

26%

Increasing customer

satisfaction for millions

of banking customers

CUSTOMER SPOTLIGHT

Bank of Georgia is a leading bank in Georgia,

serving around 1.5 million active retail

customers and around 64K active business

clients. With a popular mobile app and market-

leading payment business, the Bank daily

engages with thousands of customers. With

so many customers – and diverse products

and services – the bank needed a better way

to gather customer voice and measure the

quality of the experiences its customers were

having throughout their relationship with the

bank.

To see where Bank of Georgia ranked against

its competitors, in 2017, NPS was measured

against the main competitor resulting in a 17%

negative gap.

Bank of Georgia took swift action: establishing

a Customer Experience (CX) team, hiring CX

experts, and partnering with Medallia and SMT.

Before deploying Medallia, Bank of Georgia

was creating ad hoc surveys that lacked

systematic approach to listening to customer

voice on a daily basis.

The bank needed a sophisticated system that

could track and escalate issues that end users

were having. It needed to be able to respond

and resolve end user complaints quickly, to

improve customer satisfaction.

CUSTOMER STORY

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Measuring Customer Satisfaction

SUMMARY

• Bank of Georgia decided to reinvent

customer experience to become more

relevant for our customers and increase

customer satisfaction throughout their

journey with us, so they put a focus on

improving customer satisfaction for its 2.5

million customers, across all channels and

segments.

• The company chose Medallia to

operationalize the bank’s customer

experience efforts: capturing and prioritizing

large amounts of customer feedback, and

sharing valuable insights across channels

and teams, while utilizing SMT’s servicing

expertise.

• The bank’s CX and technical teams were

able to initiate 1,597 new improvements in

Digital, Contact Center and Retail Branches

based on customer feedback, responding to

customers’ requests.

• Bank customers are flocking to the

new online services, and its customer

satisfaction ranking has climbed, surpassing

competitors. Now, 96.5% of the bank’s daily

transactions are handled through digital

channels, with half of all transactions (or 10

million monthly) going through mobile and

internet banking platforms.

Bank of Georgia’s ultimate goal was to deploy

a 360-degree view of their customers’ journey

across all touchpoints – from digital channels like

mobile apps to in-person conversations with the

contact center and staff at branch offices – to get

deeper information in every channel, every day.

Bank of Georgia was committed to creating a

customer-centric culture, and wanted to increase

engagement between customers and employees,

creating a virtuous cycle of feedback, response,

and resolution.

Our team is committed to

customer satisfaction. Two

years ago, we started rolling

out Medallia across all key

channels. This has enabled

us to be more proactive with

our customers, promptly

address their concerns,

and use their feedback as a

catalyst for innovation.”

Archil Gachechiladze

CEO at Bank of Georgia

“

Building Engagement into Every Process

CUSTOMER STORY

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In a phased rollout, Bank of Georgia deployed

Medallia Digital to give employees a clear view

across digital channels, such as mobile banking,

Internet banking, and web interactions. The

company also launched Medallia’s Contact

Center Suite to empower call center agents with

information and tools to solve customer problems

in real time. In less than three years, the bank has

implemented ~500 improvement initiatives in

response to customer feedback.

“We really love this platform. Now we have a

very clear and systematic view of the type of

improvements to be implemented to increase

customer satisfaction” said Mariam Gegeshidze,

Head of Customer Experience Department,

Bank of Georgia. “In addition, since we launched

Medallia, and with SMT’s service delivery support,

we have more engaged employees and we are

able to be focused on increasing customer

satisfaction by engaging with customers

proactively and responding in real time.”

Bank of Georgia is making good use of its customer data. They’re using the feedback to inform

employee training, prioritize new projects and services, and share key insights that can be

communicated company-wide.

Using these transformal services, Bank of Georgia is able to:

• engage every customer by capturing feedback across channels and throughout journeys

• efficiently ‘close the loop’ for every customer, resolving all open issues and generating

actionable insight

• boost employee engagement using timely data and tools

• improve customer satisfaction by delivering excellent experiences across key touchpoints

CUSTOMER STORY

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Customer satisfaction has soared; Bank of

Georgia increased Net Promoter Scores

by 18% since implementation, surpassing

the competition. For example, since

implementation:

• Business internet bank customer

satisfaction increased by 30%

• Contact Center customer satisfaction

increased by 26%

• The bank measured a 17% response rate

from clients, which is significant, based

on the worldwide practice, as well as a

91% Service Level on the close the loop

process.

The Bank prioritized new digital projects

according to customer requests, such as loan

prepayment, adding chat to the Mobile Bank

app, easier password reset, and enabling

access to all functionalities of the mobile app

without internet and mobile data when offline.

New Services Delight Customers

And customers are trying out the new

online services. Already, more than 100,000

individuals have used the digital process to

pay down their loans, and more than a million

users have used mobile payments without

access to the internet. Overall, 96.5% of the

bank’s transactions – 10 million transactions

per month– are now going through the bank’s

digital channels. It’s good for customers who

like the speed and convenience of 24x7 access

to service, and it frees up time for call center

staff and branch managers to provide higher-

touch exchanges.

Bank of Georgia’s successes have not gone

unnoticed. In Sept. 2021, Global Financing

magazine chose Bank of Georgia for Best

Digital Bank of the 2021 in multiple categories.

About Us

Medallia is the pioneer and market leader in Experience Management. Medallia’s award-winning SaaS platform, the Medallia

Experience Cloud, leads the market in the understanding and management of experience for customers, employees and

citizens. Using Medallia customers can reduce churn, turn detractors into promoters and buyers and create in-the-moment

cross-sell and up-sell opportunities, enabling clear returns on investment. Medallia.com.

* SMT is expert in designing, implementing and managing Experience Programs. As a Medallia global partner, the company

brings strategic and technical consultancy expertise, as well as the knowledge of best practices, to help organizations

become better versions of themselves by listening and acting on their customers’ feedback.