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Case study

GRÁNIT Bank: Effective data management and continued expansion

GRÁNIT Bank, owned by Hungarian investors, started its operations in 2010 and has now become the fastest-growing bank in Hungary with an average yearly growth rate of 50 % in terms of total assets. The reason behind its rapid success is its innovative implementation of the digital banking business model, the first of its kind in the country. GRÁNIT Bank’s business model relies on providing customized financial services for businesses and individuals exploiting the potentials of digital channels, making it an environmentally friendly solution that caters to the needs of modern-minded clients.

With a large part of its client-side operations handled outside of the bank’s premises, it is essential for GRÁNIT Bank to be able to provide excellent customer service through their communication channels along with maintaining security in its operations. Since the start of the company, VCC Live has been a partner in helping GRÁNIT Bank seamlessly manage its inbound and outbound calls, thereby providing the highest levels of customer care.

Challenges
The digital customer service center of GRÁNIT Bank deals with over-the-phone customer service when needed, ranging from inbound calls to help customers in their banking process to outbound calls, handling customer assistance tickets. Additionally, the customer service team recently decided to expand their operations with outbound sales campaigns, up and cross selling banking services to their existing clients.

Whether it’s inbound, outbound, or their latest sales project, the ability to manage data in an effective and safe manner was key for the GRÁNIT Bank team. Additionally, due to specific legal requirements within the banking industry, sensitive data often needs to be backtracked during fraud detection screening and provided for government authorities when necessary. As Fröhlich Péter, head of GRÁNIT Bank’s Digital Customer Service Center discusses:

“The key aspect was finding a provider with reliable credentials, so we can backtrack and manage our data in a safe manner, often spanning back 10 years.”

Péter Fröhlich

- Head of GRÁNIT Bank's Digital Customer Service Center

Solution

VCC Live has helped ensure maximum data security within GRÁNIT Bank’s customer service operations. The VCC Live API and the Archiver application enabled GRÁNIT Bank to safely and easily record, store, download, and backtrack call recordings.

“We can backtrack client data in less than a minute. VCC Live has become the platform for this, along with providing tools for excellent customer care.”

Péter Fröhlich

- Head of GRÁNIT Bank's Digital Customer Service Center

Further addressing the data management and security needs of the banking industry. VCC Live is the proud holder of the ISO27001 certificate that proves the highest levels of information and data security within an organization and in its processes, matching GDPR requirements introduced in 2018. As Fröhlich Péter discusses:

“VCC Live proved to be the most reliable software from a system engineering point of view.”

Péter Fröhlich

- Head of GRÁNIT Bank's Digital Customer Service Center

Next to safe and effective data management, VCC Live was able to provide customizable KPI dashboards that help monitor the most important KPI’s of the digital customer service center at GRÁNIT Bank.

GRÁNIT Bank has also decided to use VCC Live in their latest expansion into outbound sales. Offering up and cross selling opportunities to their existing clients, VCC Live’s power and predictive dialer and VCC Live’s multi project management tool are certain to be helpful  in the process.

Results

GRÁNIT Bank currently uses VCC Live software to handle both inbound and outbound calls and plans to continue expanding in the area of outbound sales with the continued help of VCC Live. Using VCC software, GRÁNIT Bank was able to address their security needs along with efficiently handling and tracking data, both essential features when it comes to the banking sector. In combination with secure and efficient data management, GRÁNIT Bank has also been able to provide excellent customer service with the help of KPI dashboards. As Fröhlich Péter concluded:

“For the activities that we pursue, VCC Live software is the best software in the country.”

Péter Fröhlich

- Head of GRÁNIT Bank's Digital Customer Service Center