Customised Omnichannel Support Systems

About Our Client

Our client is a regional provider of financial services that has 172 branches and over 3,344 staff members in Sri Lanka. Scicom were engaged to provide an omnichannel solution, providing customer support experiences to meet the higher expectations of today’s banking customers. We helped our client enhance their level of customer support, and improve the quality of outbound interactions to generate additional revenue.

Solutions Provided

  • Provided client with live chat services, extending the scope of support, with chat support provided for 365 days of the year (24×7)
  • Extended range of support channels to include branch calls; Non-voice services were extended to include social media – with WhatsApp featuring as a prominent method of communication
  • Provided a custom skills-based sales course to all retention center employees, supervisors and managers to facilitate increased outbound interactions and revenue generation
  • Implemented quality call standards to monitor and improve sales and customer service skills.

Key Outcomes

Differentiated Customer Experience
Scicom helped to introduce a range of voice/non-voice support initiatives to facilitate effective customer interactions across multiple channels, creating more engaging and efficient customer experiences for our client.
Highly Qualified Support Staff
Comprehensive training modules coupled with monthly assessments targeted at all employees (including supervisors and managers) resulted in high levels in knowledge and efficiency across our client’s support team.
Improved Sales from Outbound Interactions
All inbound agents were trained to develop tele-sales capabilities, and to maximise their overall support efficiency. Outbound customer activities and cross selling campaigns have generated over LKR 5M revenues since June 2018.

Results Achieved


Approximately 2,000 customers served over live-chat monthly


Approximately 5,000 card applications processed monthly


14% reduction in attrition rate – from 21% to 7%

More Case Studies

Our client is a premier award-winning hotel and resort chain that currently owns and operates a range of 5-star hotels and resorts located across the South Asian region. We helped our client enhance their customer experience levels by providing them with additional support channels, and facilitating booking and enquiry efficiencies for all of their properties located in Sri Lanka.
Our client is an online provider of hotel booking services, with access to over 300,000 hotels worldwide. Scicom were engaged to provide omnichannel customer support to improve customer satisfaction (CSAT) and service levels, while also lowering attrition levels among support staff.

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No matter what your organisation’s requirements are, we have the capability, experience and passion to deliver end-to-end solutions that leverage the latest technologies and maximise value.