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Collaboration Case Study: ING Bank

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Bringing Virtual Experts to Bear

Instant video with specialists makes for a more memorable customer experience. In Italy, ING Bank turns it into an art form, raising sales and satisfaction.

Challenge

  • Create an innovative sales channel to send customer satisfaction soaring
  • Optimize remote and in-branch resources
  • Provide individualized advice to customers with instant access to experts

Outcome

  • Shorter sales cycles for complex products
  • Better handling of business peaks at branches
  • Improved staff training and a growing reputation for innovation
It's more convenient for customers. And that's helping drive top-line growth with a 15 percent increase in sales.
- Mario Carrara
Head of Sales and Product, ING Bank