increase in customer satisfaction
reduction in operation loss
decrease in negative customer feedback
more front-line capacity created
The work Revonic does with Noor Bank is not just a project, it’s been about building a strong partnership that enables Noor to deliver outstanding customer experiences. Driving business outcomes is at the centre of their ethos and it really shows in their delivery.
Noor Bank (formerly Noor Islamic Bank) was established in January 2008, in Dubai - United Arab Emirates.
Among the youngest banks in the country, Noor Bank has achieved significant growth in the past 10 years. Today, in 2018, as they continue to grow, they are now ranked the 11th largest bank in the UAE in terms of asset size.
Noor Bank is going through a transformation phase where customer experience is taking a prominent seat in driving its business for the upcoming years. Our customer experience team used Design Thinking Methodology to understand the business objectives and challenges by empathizing with the existing customers and journeys and defining the future desired experiences.
Noor Bank had recognized the need to overhaul their customer journey and improve market share. An overall lack of user-friendly features was determined to be the leading focus in the strategy overhaul.
Revonic was selected to execute the new grass root strategy for the customer journey map to understand the current customer journey across the personal, business, wealth and corporate banking segments within the bank. The objective was to identify key areas where the customer journey could be improved and re-map ideal journeys for all segments to holistically improve the customer experience.
Journey maps display the end-to-end customer experiences with an organisation. It helps everyone involved see the bigger picture and understand how what they do impacts the customer. Journey maps are used to make decisions on improvements for products and services and keep track of on-going initiatives.
This was built upon a set of core objectives:
new customer service initiatives created
customers impacted by improved service
new products & services identified
We are working on a journey towards helping Noor Bank become A CUSTOMER-CENTRIC BANK by applying strategy based on visualization of the ideal customer experience and we achieve this by:
Following hundreds of interviews, surveys and conversations with internal stakeholders from C Level to Relationship Managers and Branch Tellers through to key customers in all segments we identified numerous services and areas of improvement (new customer service initiatives). All of which focused and driven by digital transformation to improve the overall customer experience of the bank.
The result is 5 Journey Maps delivered: