Client Story

Enabling an analytics-based customer journey transformation for NS&I

Atos delivered an end-to-end CX review of NS&I’s existing online customer journey. Our experts used behavior data to design and develop a range of alternative content (including behavioral nudging and pre-populated information). A/B testing was then used to evaluate and maximize the benefits delivered to NS&I.

The approach boosted the number of top-ups made via bank transfer by 14%, as well as increased the total value of those top-ups by 17%.

Client Story

Customer journey development for a leading commercial bank

Atos solutions helped digitize the banking business to drive growth in the customer base and digital channel usage. We redesigned the experience journey, developing a new customer portal and mobile application, and implemented cloud-native platforms to optimize customer experiences and banking business.

The approach increased the net promoter score (NPS) by 47% and resulted in a 3X increase in digital banking traffic.

Client Story

Fortune 100 Retailer

Atos supported a leading North American retailer to deliver a floorplan measurement app, driving substantial incremental revenues and productivity gains. Atos built a cross-platform web, iOS and Android solution that integrates with Salesforce. The app provides a quicker, more accurate measurement of retail floors. Drawings are automatically converted into a proprietary drawing file to generate quotes and cutting guides, increasing operational efficiency.

The solution improved field force productivity by 14% and led to $200 million in incremental sales.

Client Story

AI-powered self-service for a large European institution

The IT department for a large EU institution had difficulty meeting its targets because it was forced to handle a high volume of simple, repetitive questions that could be solved simply by checking an FAQ document. Atos rolled out a smart, AI-guided chatbot to serve the entire organization, handing the most frequent IT support requests sent by users.

By using a chatbot, the relevant knowledge base items can be delivered faster, 24/7/365 to personnel anywhere. The solution allows employees to find answers quicker and ensures that only the highest-priority requests are sent to the operations team — transforming the IT support department into a knowledge management department.