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Tieto Tech Consulting
Säästöpankki: transforming customer service with Genesys Cloud
A unified cloud platform streamlines service, improves efficiency, and delivers a more secure customer experience.
Säästöpankki in numbers
Customers
380,000
Branches
150
Employees
1,300
About the client
With over 1,300 employees, 150 branches, and nearly 380,000 customers, Säästöpankki Group plays a key role in supporting financial well-being across Finland. Guided by values such as customer focus, cooperation, responsibility, and performance, the bank aims to be a trusted financial partner for both individuals and businesses.
Customer service transformation
Modernizing customer service with Genesis cloud-based solution
Säästöpankki, a Finnish savings bank group, aimed to modernize its customer service by replacing legacy systems with a more efficient and secure solution. Together with Tieto Tech Consulting, the bank implemented a cloud-based contact center platform that unifies all customer service channels into one environment. The new solution:
- Improves operational efficiency
- Enhances security
- Enables a more seamless and consistent customer experience
- Provides the flexibility to scale and adapt to future needs.
Opportunity
Replacing legacy systems with a modern, integrated service platform
The Säästöpankki's Customer Service Team wanted a unified system that would make it easier to focus on customer service work and customer interactions by using a single interface for voice, chat contacts, and SMS messaging.
"This was in line with the Savings Bank's strategy since we also wanted to improve the Savings Bank experience internally by moving from a datacentre-based to a cloud-based Genesys Cloud customer service solution, thus providing more modern tools for customer service," says Anna Carmichael, Digital Development Manager at the Savings Bank. The intention was to build a modern, secure, and constantly updating system for our customer service.
Solution
A scalable, cloud-based customer service platform for The Savings Bank
The Savings Bank selected Tieto Tech Consulting as its cloud migration vendor. Having implemented the bank’s previous Genesys customer service solution, Tieto Tech Consulting had a strong understanding of the bank’s needs and regulatory requirements.
Key aspects of the solution:
- Migration to a cloud-based customer service platform (Genesys Cloud)
- Integration between multiple systems as a core part of customization
- Implementation of both existing and new integrations
- Alignment with an ongoing workstation upgrade.
The workstation upgrade was also completed during the project and supported the transition to Genesys Cloud as the new customer service platform.