Customer Service Zone

Eximee Customer Service Zone is the service component of the Eximee platform, designed to integrate process applications into existing banking systems — both in self-service channels and assisted channels supported by staff. Its goal is to provide customers and bank employees with a consistent, unified experience in handling cases, regardless of the access channel used.

Purpose and role of the component

The Customer Service Zone serves as a presentation-navigation layer, which connects various process applications into a single, intuitive customer service ecosystem. It enables:

• launching processes in different banking systems,

• redirecting the user to appropriate forms, functions or screens in target systems while preserving context,

• consistent grouping of processes and navigation,

• access to cases depending on user permissions (customer or employee).

Universal multi-channel access

The Customer Service Zone can be launched in various contexts, adapting to the needs and permissions of the user. This supports full integration with existing banking infrastructure and the Omnichannel.

Available contexts

• Public portal – access for unauthenticated users (e.g., starting an application or onboarding process).

• Internet and mobile banking – full functionality for logged-in customers, taking into account the customer's context and their products.

• Assisted channels – access from employee applications, taking into account the operator's permissions and the context of the represented customer.

With the starter configuration, the Customer Service Zone automatically recognizes the context in which the user is operating and redirects them to the appropriate process, form, or banking system.

Intuitive organization and navigation

The component offers users quick access to processes available in a given channel.

Main elements

• Grouping of processes – organization into logical categories corresponding to:

  • business or topical areas (e.g., Loans, Transactions, Cards),

  • types of products or matters (e.g., Mortgage loan, Card complaint, Business account). These groups are used when building screens and navigation within the Customer Service Zone.

• Quick access panel – a set of the most important processes or functions always available “at hand”, e.g., starting an application, reviewing statuses or contacting an advisor.

Launching processes across multiple systems

Eximee Customer Service Zone allows invoking processes executed in various banking systems, both on the Eximee platform and outside it. Thanks to the contextual redirection, the user is taken directly to the proper place where the process is executed – e.g., a form in Eximee, a function in a CRM system or a dedicated screen in electronic banking. At the same time, the following are preserved:

• customer context,

• product or offer context,

• case context (ID, status, handover parameters).

Searching and filtering processes

The Customer Service Zone includes an advanced process search engine, which enables quickly finding the needed function or case. Features:

• real-time search while typing,

• matching by names, descriptions and process groups,

• tolerance for typos and missing diacritical marks,

• support for keywords (tags) – e.g., “loan”, “business account”, “complaint”.

Visual consistency and branding

The appearance and style of the component are fully adapted to the bank's visual identity. Styling is developed together with the bank's UI/UX team and is consistent with its Design System, ensuring that the Customer Service Zone remains visually consistent with other channels, applications and front-end systems.

Key features of Eximee Customer Service Zone

• Integration with existing banking systems (portals, banking, CRM).

• Ability to operate across different channels – public, logged-in and employee.

• Grouping and filtering processes by type, area and product.

• Quick access panel for the most frequently used functions.

• Support for contextual launching of processes across multiple systems.

• Styling consistent with the bank's Design System.

• Responsiveness (RWD) and accessibility (WCAG).

• Flexible configuration and extensibility without the need to change code.

Summary

Eximee Customer Service Zone serves as the central contact point for customers and employees with the bank's business processes. It combines low-code flexibility with system integration, providing quick access to processes, documents and cases regardless of the access channel. This makes it the foundation of a modern customer service architecture in the Omnichannel, guaranteeing a consistent user experience across the bank's ecosystem.