JRNI and Backbase partner to enhance customer engagement in financial services


JRNI, a leading enterprise in global customer engagement solutions, has announced a significant integration with Backbase, the developer of the Engagement Banking Platform. This partnership aims to transform customer interaction within the financial sector by allowing seamless and secure scheduling of virtual and in-person appointments, enhancing overall customer satisfaction, loyalty, and operational efficiency.

Integration Details

The integration features JRNI’s Self-Scheduling Appointment booking solution as an integral part of Backbase’s Digital Assist offering. This addition is expected to provide a holistic customer engagement experience, facilitating interactions from initial contact to ongoing relationship management. Backbase Digital Assist streamlines operations by eliminating the need for multiple systems, thus empowering customer-facing teams at financial institutions with effective tools for resolution and upselling in a unified platform.

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Expert Insights

Roland Boojien, General Manager of Ecosystems at Backbase, emphasized the importance of personal connections in banking. “This partnership is geared towards making personal connections convenient within banking and wealth management, linking customers with trusted advisors when and where they prefer,” Boojien stated. He also noted that JRNI’s vision and capabilities perfectly align with Backbase’s objective to modernize customer engagement strategies while empowering employees.

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Marc Abraham, Product Director at Backbase, commented on the partnership’s strategic fit, “With over 17 years of experience in delivering personalized customer experiences, JRNI stands out as an ideal partner to help us continue to redefine trusted human connections for our customers.”

Phil Meer, CEO of JRNI, highlighted the complementary nature of both platforms. “Backbase Digital Assist enhances the efficiency and effectiveness of interactions, and together with JRNI’s capabilities, it drives trusted connections and relationships vital for customer engagement,” Meer added.

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Broader Implications

This collaboration not only aims to improve the efficiency and quality of customer service but also seeks to enhance the financial performance of institutions by reducing customer service costs and increasing revenue through better customer retention and acquisition strategies.

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