Collaborations > Real-Time Event Streaming to Boost Customer Success Experience in Unicredit Group

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Real-Time Event Streaming to Boost Customer Success Experience in Unicredit Group

Zagrebačka Banka's new real-time CRM system revolutionizes customer interactions by providing timely and relevant financial solutions directly through their mobile app.

Overview

Zagrebačka Banka enhanced its customer service through a partnership with CROZ, introducing a real-time communication platform to improve responsiveness and client experience in digital banking.

Challenge

We provided leading Croatian bank, Zagrebačka banka, with a solution that will enable them a real-time communication with clients. All for boosting client experience.

“Our goal is to become our clients’ partner in life. We want to be at their disposal whenever and however they need us. The best way how to envision that is through following example: if client’s Internet purchase transactions gets declined due to insufficient limit amount, we immediately send them a push notification that takes them to exact place in the mobile banking app where they can change the limit and re-do the transactions. The recent impressions and reactions of our clients are highly positive and encouraging. We are very happy to have great cooperation with the CROZ team. They have truly demonstrated expertise, knowledge, and dedication to our common goal from the very start resulting in this great collaboration.”

-Tamara Kolega, Head of Client Value Management – ZABA

Zagrebačka banka (ZABA) is the leading Croatian bank and a member of UniCredit Group, a pan-European Commercial Bank with a unique service offering in Italy, Germany, Central and Eastern Europe. With over 100 years of history, ZABA today counts more than 3 500 employees and is recognized as a reliable, open and responsible banking partner to its trusted customers.

Solution

Digitalization is a global trend in the banking industry, with more and more clients conducting transactions and contracting products and services without visiting branches in person. Additionally, people are generally overwhelmed with information and tend to hear only the information which is relevant to them. In order to boost client experience, ZABA was looking for a solution that will enable real-time communication to clients.

To enable the bank to initiate and conduct communication with clients in real-time, we established the RealTime CRM system as a complementary system to the existing CRM. The key benefit accomplished with this is improving customer experience by delivering them all the necessary information on time.

The system’s technological basis consists of standard modern technologies in the field of real-time data processing. When choosing technologies, we followed the trends in the domains of orchestration, event streaming, CI / CD, monitoring, etc. The compatibility of these areas enabled us to create an ecosystem that’s user-friendly and easy to upgrade, robust, and provides a great balance between already used and new technologies. Agile methods of business process analysis (EventStorming) and solution development enabled the creation of practices that provide quick systems upgrade and adaptation to the new business requirements depending on Clients’ needs.