Sainsbury’s Bank wanted to be where users are habitually… on their smartphones. To give their valued customers the flexibility to manage their spending on the move.
Building a mobile app was a customer-focused channel solution that meant no longer were users paying credit card bills on desktop, with paper slips or over the phone, which contributed to easing of operational cost centres.
The modern customer service experience needs to be available when the customer needs it. By adding mobile into a set of channels that includes desktop, contact centre, social media, communities and more. The omni-channel experience becomes more ambient.
Innovations Director, Sainsbury's Bank.