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Sri Lankan Financial Services Provider
BPO Solution
Sri Lankan Financial Services Provider
As more customers start to leverage online and mobile banking, customers are growing to expect a high standard of personalised engagement across all channels. In line with this, financial institutions that emphasise omnichannel customer support, and create customised experiences across all touchpoints are expected to see the most significant rise in revenue and brand loyalty.

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.
2K
Approximately 2,000 customers served over live-chat monthly
5K
Approximately 5,000 card applications processed monthly
14%
14% reduction in attrition rate - from 21% to 7%