Transforming customer service through end-to-end complaint process digitalization
The challenge
BFCOI confronted an unsustainable reality: their customer base of over 100,000 customers made manual-complaint tracking impossible while regulatory requirements demanded comprehensive reporting and compliance while elevating customer service quality.
The Kepler Technologies team
The Kepler Technologies approach
We transformed BFCOI’s customer engagement framework through end-to-end digitalization of complaint and inquiry management across their operations in Réunion, Paris, and Mayotte. This process involves multiple departments across the bank.
Responses to clients are standardized using more than 40 document templates managed by the Customer Relations Department (SMS, email, or mail), each adapted to specific request types. In line with initial requirements, the project also automated internal reporting and injected regulatory data into a centralized warehouse—ensuring alignment with central bank reporting obligations.
The full Core Banking System integration delivers immediate access to customer profiles, enables automated fee processing, and service billing. Enterprise directory integration maintains security through synchronized password management.
Beyond the original scope, we introduced operational best practices and successfully extended functionality to include automated response time tracking, real-time alerts and escalations, and color-coded status indicators for live operational monitoring.
Change management excellence: To support user adoption successfully, we developed specialized video tutorials for employees transitioning from CBS’s text-only green screens to the new interface, eliminating barriers to implementation and accelerating productivity.
The advantages
