90% Support Accessibility at Kyrgyzkommertsbank
Each year, leading industry publications reaffirm a simple truth: the contact center is the strategic heart of a bank, shaping its reputation and earning customer trust. In a world where speed and accuracy define success, service quality is no longer optional. Kyrgyzkommertsbank set out not just to improve customer service, but to redefine it—by building a unique, centralized contact center that unifies all communication channels and delivers fast, personalized support for both retail and corporate clients
Client
OJSC Kyrgyzkommertsbank is one of the most stable and technologically advanced banks in the Kyrgyz Republic, with over 30 years of history. The bank consistently adopts modern international best practices; in 2021, it migrated to its own in-house local processing platform, and in 2022 launched video banking—enabling clients to fully and remotely open cards, deposits, loans, and installment plansPain
No dedicated contact center platform for automated customer service.Manual request handling, causing delays and limited response time control.
Fragmented customer data across accounts, cards, and service requests.
No centralized, omnichannel contact center.
Limited integration with core banking systems and insufficient performance analytics
Challenge
The bank embarked on building a contact center from scratch, without existing processes or integrations, focusing on reliable and seamless data exchange with core banking systems (cards, accounts, customers) and implementing efficient, intuitive workspaces for agents and supervisors—ensuring a high level of control and service qualitySolution
Bulk Notification Master is a tool designed for rapid creation and configuration of various types of messages directly within the Creatio system, including system alerts, emails, Telegram notifications, and more. It streamlines communication management and automates the process of informing both users and clientsWhat was done
- API integration via ESB to enable data exchange between services
- Integration with an SMS provider for automated notifications
- Integration with Webitel for handling inbound and outbound calls
- Configuration of user roles and permissions
- Training and support during the launch phase
Implementation steps
- Deployment of a modern, centralized contact center system integrated with key banking services.
- Ensuring fast and efficient service for both retail and corporate clients.
- Increasing inbound call response rates to 85–90%.
- Reducing chat response times to 10 minutes and achieving zero missed messages.
- Integration with Webitel for call management and routing, as well as WhatsApp chat handling.
How It Works — Banking Contact Center Implementation Case Study
All customer inquiries are processed through a unified interface, enabling agents to work quickly and efficiently. Supervisors gain full control over team workloads and performance.
The system is integrated with core banking services, providing real-time access to card and account data (limits, transactions, notifications), while agents can promptly update limits and settings. At the same time, SMS notifications and marketing campaigns are automated, enhancing both the speed and quality of customer interactions
"Before partnering with Banza, most of our work was done manually, and customer data was scattered across multiple systems. Today, we deliver services faster and rely on reliable control tools. This partnership has strengthened our operational oversight, improved service quality, and allowed us to consistently offer clients a better experience across all channels."
Key Products Used In
- Creatio No-Code CRM Platform
- Document Management & Workflow Automation
- Customer Service Automation for Banks
- Omnichannel Contact Center for Banking
- Call Center System for Retail and Corporate Banking
- E-Signature Integration
- Customer Lifecycle Management
- Marketing Segmentation & Campaign Tools
- HR & IT Service Automation
- Banking Contact Center Integration
Key Benefits of This Solution
- Comprehensive digitalization of manual and paper workflows
- Faster and transparent contract approval and signing
- Centralized Contact Center for Banks
- Omnichannel customer service with AI-assisted responses
- Increased internal productivity across HR, IT, and service teams
- Personalized marketing and improved customer engagement
- Scalability with no-code flexibility for future automation growth
"For us, this project was not just technological—it was about laying the foundation for modern customer service in the bank. Collaboration with the KKB team was productive, constructive, and results-oriented."
Results:
- Reduced customer service times and improved contact center responsiveness.
- Enhanced process control and transparency, enabling effective team management.
- Automation of mass communications, optimizing customer interactions.
Expected Benefits:
- Increased customer satisfaction and loyalty through fast, personalized service.
- Data-driven analytics to continuously improve contact center operations and boost productivity.
- No contact center
- Manual processes
- Fragmented data
- Full automation
- A unified interface with integrated data view
- Faster service, and control tools
Contact center solution for commercial banks is a project that has been transformative for the bank:
the contact center is fully integrated with core banking systems, enabling agents to instantly access account, card, transaction, and inquiry history, automate routine processes, and enhance service quality control. For Kyrgyzkommertsbank, this is more than just new technology—it’s a complete transformation of the customer service approach, where speed, accuracy, and personalization work together to strengthen customer trust and loyalty.
#makeITeasy
Discover AI-Native CRM & Workflows
Creatio NO-CODE Platform
