RightCom, the leading Enterprise Data & Experience Management Platform, today announced that Société Générale, a French multinational banking and financial services company headquartered in Paris, has partnered with RightCom in Africa for the Customer Experience Program. Société Générale selected RightCom platform XP™ to implement a closed loop system designed to reduce the issue-to-resolution mean time within the bank’s branches in Africa.
With RightCom, Société Générale can focus its efforts on understanding the pain points of the customers and assigning these issues to the right person in real-time, improving its commitment to providing best-in-class customer experiences. By enabling the customer care team with real-time customer feedback, Société Générale can empower employees with customer insights and powerful tools that drive quick action.
Société Générale will expand RightCom platform XP™ across its entire network. This expansion will follow the pilot project started in Cameroon. One of the key benefits of the ongoing pilot in Cameroon is the new abilty for customer care teams to receive alerts on the go and resolve customer issues in real time. They now have the opportunity to show to the customers how much they value their feedback and how fast they do use it to improve the customer experience.
By 2020, customer experience will overtake price as a key product differentiator according to a report published by Walker Research.
“In such competitive industry as retail banking it is urgent to keep customers loyal and we will support Société Générale winning this challenge” said Adetoye Aguessy, CEO RightCom.
About Société Générale
Societe Generale is one of the largest European financial services groups in the business. Based on a diversified universal banking model, the Group marries financial solidity with a strategy for sustainable growth, and aims to be the reference for relationship banking, recognised for being the leader in quality, commitment of its teams, lasting relationships with its clients and maintaining high standards in performance.
RightCom is a rapidly growing software-as-a-service company and the leading Enterprise Data & Experience Management Platform. RightCom creates technologies that improve the customer experience regardless the use case or industry. Global enterprises worldwide rely on RightCom platform XP™ to make smart decisions for their business, create positive customer experiences that in turn drive revenue potential. The company’s products make it simple and fast to gather strategic data about customer journey, product/service performance and employee satisfaction.