PostFinance: The road to conversational maturity with a long-term Unblu customer

PostFinance is one of the largest retail financial institutions in Switzerland. Owned by the Swiss government, PostFinance’s employee base of 3,655 individuals from 46 nations serve over 2.4 million customers.

Unblu and PostFinance have an extensive ongoing relationship, with the collaboration beginning in 2016. In that time, the two organizations have grown together over the years, overcoming shared challenges to ensure enhanced conversational support.

The collaboration began with the deployment of embedded Co Browsing to support clients in the e-banking environment. Later, the company decided to replace the emailing system with a more secure alternative that merges all inbound requests into Unblu. Today, the collaboration continues, with new initiatives to harness Unblu’s Video & Voice capabilities for distinct use cases.

Main goals

Initial collaboration: Chat channels and Co-Browsing

The Unblu-PostFinance collaboration began with the goal of offsetting calls and providing alternative support channels. To this end, the proven combination of Live Chat and embedded Co-Browsing was introduced to support clients on the public website in combination with the PostFinance Chatbot.

Continuing the collaboration: Phasing out emailing

At a later stage, Unblu worked side by side with PostFinance and other key technology providers to successfully handle all incoming inquiries, whether they originate through an Unblu channel or not – including secure mail from e-finance

This allowed PostFinance to:

Results achieved so far: 20,000 Secure Messaging conversations every month

Agents can answer either phone calls or Unblu-powered Secure Mails. By using a media-blending system, they get different kinds of conversations depending on the flow of requests.
For example: the morning is more phone-heavy and so the system prioritises phone calls. The afternoon, however, is lighter on calls – so chat channels are prioritized.

PostFinance’s mastery of text channels has allowed them to achieve a stable Average Handing Time (AHT) across both text and voice channels. This has been achieved in part thanks to their diligent implementation and use of canned or predefined responses.

Continuing the journey: Strengthening the relationship

This relationship between Unblu and PostFinance is in a stage of continual growth and improvement. Instigating change in such a large organization is an incremental process but PostFinance is taking active steps to further integrate Unblu into their technology fabric.