About the organisation

One of the leading financial institutions, it offers a one-stop shop for all financial services to its customers. Its banking arm operates under four divisions-Consumer Banking, Corporate Banking, Commercial Banking and Treasury.

Assisted one of the largest financial institutions to efficiently resolve customer queries with Route Mobile’s Chatbot platform.

Challenges Faced

The Banking service of the organisation offers a gamut of financial products for individuals and businesses. These products include bank accounts, loans, and investments that are often augmented by value-added services. The bank’s website answers customer queries through a chatbot, however, there is a need to upgrade their current chatbot service due to support-related issues. The bank also seeks a chatbot solution that’s not restricted to its website or mobile app.

Route Mobile Case Studies BFSI Illustration


Scripted the success story by

  • Reduced customer care call volumes due to effective query resolution with chatbots on WhatsApp
  • Higher customer positivity and CSATs which further enhances brand equity among customers
  • Provided multilingual chat options to cater to a larger customer base

Outcomes of #RouteItRight methodology

  • Uniformed customer experience when interacting with multiple vendor on the app
  • Added automation to their legacy communication channels
  • Significant increase in retailer registration and customer footfalls