CRDB Bank, a leading commercial banking institution in Tanzania with over 250 branches across the country, has been serving customers since 1996. In 2009, the bank went public and is currently traded on the Dar es Salaam Stock Exchange (DSE). With a vast network of 1,100 Cisco IP Phones deployed across its branches, CRDB Bank faced challenges in reporting and monitoring its communication systems.

The Challenge of Building In-Depth Reports

As CRDB Bank migrated to a new environment, reporting on end-users became increasingly difficult. Department managers required an easy-to-use reporting tool that could provide customized reporting capabilities to meet their specific requirements. Additionally, the customer experience department lacked visibility into the caller experience, which was crucial for monitoring and improving customer satisfaction.

Illuminating Insights with Variphy

To address these challenges, CRDB Bank implemented the Variphy solution, which enabled department managers to run reports and display call metrics and analytics effortlessly. It saves the IT staff from the time-consuming task of compiling data and building reports manually.

The customer experience department can now monitor essential metrics like talk time, wait time, and time to resolution, providing valuable insights into the caller experience. If a customer or manager reported an issue, CRDB Bank can leverage Variphy’s call detail search feature to review specific calls quickly, reducing troubleshooting time significantly.

Variphy’s User-Friendly Approach

One of the key advantages of Variphy is its user-friendly interface, allowing both technical and non-technical teams to customize reports easily. Furthermore, teams can save report templates for future use, streamlining the reporting process.

“The deployment was fast, and integration was very simple.I guess that’s why Variphy is listed as one of Cisco’s recommended third-party reporting tools.”

The Impact of Customizable Reports and Features

With Variphy, CRDB Bank experienced a significant improvement in visibility and reporting capabilities. The company can now run and share monthly department reports with management, enabling data-driven decision-making and performance monitoring.

Teams across various departments, including customer experience, IT, and operations, have witnessed improvements in service delivery efficiency. By gaining insights into call metrics and analytics, CRDB Bank can identify areas for improvement and implement strategies to enhance customer satisfaction and operational efficiency.

Continuous Improvement with Metrics That Matter

CRDB Bank’s successful implementation of Variphy showcases the importance of robust call reporting and analytics solutions. With actionable insights and streamlined reporting processes, organizations can drive better decision-making, improve customer experiences, and foster continuous improvement across all areas of operation.

Features Used by CRDB Bank

Variphy Reporting and Analytics for Cisco CUCM