Commercial Bank of Dubai Digitizes Customer Service with Freshworks

Freshworks Inc. has recently announced that the Commercial Bank of Dubai (CBD), a prominent banking establishment in the UAE, has successfully integrated Freshdesk™ into its operations to elevate its customer service capabilities. Through the utilization of Freshworks’ cutting-edge customer experience software, CBD has undergone a digital transformation, streamlining key processes and resulting in an impressive 50% reduction in the time taken to resolve customer support inquiries.

As one of the leading banks in the UAE, CBD has earned a reputation for pioneering digital banking solutions. Given its involvement in high-value transactions reaching hundreds of millions of dollars, CBD places immense significance on its customer service function as a cornerstone of its success. Understanding the paramount importance of delivering exceptional customer experiences, CBD made the strategic decision to adopt Freshdesk – Freshworks’ flagship customer support software.

Anurag Saigal, Head of Investment and Transaction Banking at the Commercial Bank of Dubai, stated, “At CBD, our ongoing mission is to enrich our customer service in order to offer our clients a seamless banking journey. Our collaboration with Freshworks harnesses digital platforms to provide top-tier, personalized customer service to our corporate clientele. We’re excited to report that Freshworks has played a pivotal role in optimizing the efficiency of our customer service team, resulting in nearly a 50% reduction in resolution times.”

Through the deployment of over 60 automated processes, CBD has significantly increased the productivity and efficacy of its customer service team. By leveraging Freshdesk, CBD has empowered its customers to independently handle basic queries such as login difficulties or forgotten PINs. This approach has led to a noteworthy 28% decrease in the average number of support tickets handled by agents each month, a testament to the positive impact of Freshdesk.

Given the stringent data security standards within the financial services sector, Freshworks Marketplace app integrations offer robust support. CBD employs Masking technology to ensure customer data protection and compliance, along with a credit card integration that adheres to guidelines set by the Central Bank.

Crampton, representing CBD, added, “Freshdesk has afforded us the versatility to address any requirement seamlessly, without constraints, and with swift solution deployment.”

Pradeep Rathinam, Chief Revenue Officer at Freshworks, remarked, “The Commercial Bank of Dubai stands at the vanguard of digital innovation in the banking domain, and we take great pride in equipping them with the technological prowess needed to deliver delightful customer experiences each day.”