Major Financial Institution

This major financial institution has accelerated its digital transformation to make financial services more accessible and convenient in customers’ everyday lives.

As demand for non-face-to-face communication continues to grow, the bank integrated the RemoteCall SDK into its mobile banking app to enhance customer touchpoints and streamline consultation operations.

The instant, no-installation-required remote consultation environment significantly improves customer satisfaction and sets a new standard for mobile financial consulting.

As of late 2024, the bank’s mobile banking app serves approximately 13.03 million monthly active users (MAU), reflecting a truly mobile-centric financial environment.

As mobile banking apps handle a wide range of customer inquiries—including product enrollment, authentication issues, and security settings—traditional phone calls or text-based support proved insufficient for delivering clear understanding and high-quality consultations.

Although remote support technology was previously available, it relied on separate app installation, which often led to customer drop-off during the installation process and caused significant inconvenience, ultimately undermining the overall customer experience.

In addition, aging systems created the need to improve operational stability, device compatibility, and security. To fundamentally address these challenges, the bank embedded the RemoteCall Mobile Support SDK directly into its mobile banking app, enabling an instantly accessible, in-app remote support environment without any additional installation.

To address the growing demand for non-face-to-face consultations, the bank embedded the RemoteCall SDK directly into its existing mobile banking app architecture—without altering the app’s core structure—to establish a seamless in-app remote support environment.

Through a short development cycle and a simplified integration process, deployment was completed quickly, resulting in significant improvements in customer service quality and operational efficiency.

With the RemoteCall SDK embedded in the mobile app, customers and consultants can share screens and communicate in real time within the mobile banking environment. Consultants are able to see exactly what customers see and provide guidance using on-screen markings and pointers, enabling faster and more accurate issue resolution.

• 1. Easy and Fast Financial Product Explanation: Consultants view screens together with customers to clearly explain product structures and benefits.
• 2. Maximized Technical Support Efficiency: Login errors and identity verification issues are handled through real-time screen sharing.
• 3. Enhanced Support for Digitally Underserved Groups: High-quality remote consultations for elderly customers who may face challenges with in-person visits.
• 4. Increased Consultation Efficiency and Conversion Rates: Real-time guidance naturally encourages product enrollment and drives higher conversion.

1. Instant Access Without Installation: Instant remote consultations without any additional app downloads.
2. Improved Consultation Performance: Real-time screen sharing leads to better product understanding and higher enrollment.
3. Enhanced Accessibility: High-quality support available for digitally underserved populations.
4. Greater Operational Efficiency: Reduced consultation time and fewer repeat inquiries.
5. Stable and Scalable Architecture: SDK-based structure meeting high financial security standards.
6. Data-Driven Management: Strong foundation for service quality management based on customer insights.