Customer Experience Transformation – Financial Services Firm – AI-Powered Personalization
Zervvo enabled hyper-personalized client experiences for a financial firm using AI and automation, improving retention by 18% and saving $800K in onboarding.
Challenges
Low retention from generic service
Solutions
AI-based personalization and automation
Outcome
18% rise in client retention
About Case study
A mid-size financial services firm with 2,500 employees offers wealth management and banking services across North America and Asia, managing $50B in assets.
Challenges
The firm faced a 10% decline in client retention due to generic customer interactions and slow response times. Manual processes for client onboarding and financial advisory services increased costs by 15%, with a 20% longer onboarding cycle. The firm needed a personalized, efficient CX solution to retain clients and cut costs.
Solutions
Zervvo implemented an AI-powered personalization platform:
• Deployed a custom AI engine integrated with Salesforce CRM to analyse client data (e.g., investment preferences, risk profiles) and deliver hyper-personalized financial advice.
• Automated 60% of client onboarding tasks (e.g., KYC, document verification) using RPA, reducing manual effort.
• Introduced an AI-driven chatbot for 24/7 client support, handling inquiries and escalating to advisors as needed.
• Used predictive analytics to identify at-risk clients, enabling proactive retention strategies.
• Provided advisor training on AI tools to enhance client interactions.
Outcomes
Retention: Improved client retention by 18%, adding $5M in annual revenue.
• Cost Savings: Reduced onboarding costs by 25%, saving $800K annually.
• Efficiency: Shortened onboarding cycle by 50%, from 10 days to 5 days.
• Client Satisfaction: Increased CSAT by 30% through personalized, timely interactions.
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