Digitization is for customer satisfaction, says Argenta Bank

Belgium's Argenta Bank has designed its digitization efforts to enhance customer experience:

- mohan

Argenta Bank is Belgium’s fifth largest banking institution providing retail financial services for families in Belgium and the Netherlands. The parent group works through Argenta Spaarbank (banking) and Argenta Assuranties (insurance). The bank has over 1.7 million customers and its product offerings are built on 4 define pillars - savings, lending, insurance and investments. What is unique is that the bank operates through an extensive network of local self-employed tied agents.

Its aim is to be a strong and independent bank-insurer with an excellent customer service and lasting relationships with its shareholders, self-employed distribution partners, employees and suppliers.

AI FOR OPTIMAL MANPOWER

The Group has a strong technology infrastructure to ensure efficient service to its customers. For example, it had undertaken a project to optimize the use of manpower to service its customers faster, making use of AI. In the first instance, it implemented an intelligent mailroom using Belgian company Docbyte’s system. With the solution now fully implemented the bank has eliminated its backlog and reduced human errors while at the same time streamlined its team. Using smart algorithms, it is now able to serve customers efficiently and take up automation and digitization at a faster pace.