Development of a Customer Journey Dashboard for a Taiwan Commercial Bank

Mahrife Panopio
September 26, 2018

Pointwest created a unified CRM tool for one of the largest commercial banks in Taiwan that consolidates and centralizes customer service data coming from different data sources and systems. The dashboard is designed to be easy-to-use and the related information is easily accessible to their agents, which aims to provide customer-specific services efficiently.

In order to meet the needs of the client, Pointwest developed a Customer Journey dashboard — a web application used by the client’s call center agents when engaging their clients. With the dashboard, agents can quickly view information about their customers, such as corresponding customer profiles, credit cards owned, and bank transaction history, to name a few. Agents can also determine if customers are engaged in their marketing campaigns and figure out what products and services they can offer based on the customer’s profile and behavior.

The dashboard was developed using Java and ReactJS in Spring Framework following a Microservices Architecture. As the client has existing data sources, Pointwest developed  APIs for their data sources as well as web services to utilize these APIs.

The Customer Journey Dashboard has increased customer service operations efficiency, as their call center agents no longer need to access multiple systems to view pertinent data and insights about their customers.