Customer Service Zone

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

Purpose and role of the component

Customer Service Zone acts as the presentation and navigation layer, which connects various process applications into one intuitive ecosystem for customer case handling. It enables:

• launching processes in different banking systems,

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

• consistent grouping of processes and navigation,

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

Universal access across multiple channels

The Customer Service Zone can be launched in different contexts, adapting to the user's needs and permissions. This supports full integration with the 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 authenticated customers, taking into account the customer's context and products.

• Channels supported by employees (assisted channels) – access from employee applications, taking into account the operator's permissions and the context of the represented customer.

Thanks to the Starter Configuration, 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 gives users quick access to the processes available in a given channel.

Main elements

• Process grouping – organization into logical categories corresponding to:

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

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

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

Launching processes in multiple systems

Eximee Customer Service Zone enables calling processes carried out in different banking systems, both within the Eximee platform and outside it. Thanks to the contextual redirection, the user is taken directly to the appropriate place where the process is carried out – e.g., a form in Eximee, a function in a CRM system, or a dedicated screen in online banking. The following is preserved:

• customer context,

• product or offer context,

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

Searching and filtering processes

Customer Service Zone includes a advanced process search engine, which makes it possible to quickly find the needed function or case. Features:

• real-time search while typing,

• matching by process names, descriptions, and groups,

• tolerance for typos and missing diacritics,

• keyword (tag) support – e.g., “loan”, “business account”, “dispute”.

Visual consistency and branding

The look and feel of the component are fully adapted to the bank's visual identity. The styling is developed jointly with the bank's UI/UX team and consistent with its Design System, which ensures that 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, authenticated, and employee channels.

• Grouping and filtering of 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 aligned with the bank's Design System.

• Responsiveness (RWD) and accessibility (WCAG).

• Flexible configuration and extensibility without the need for code changes.

Summary

Eximee Customer Service Zone serves as a central point of contact between customers and employees and 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. As a result, it becomes the foundation of a modern customer service architecture in the Omnichannelapproach, guaranteeing a consistent user experience throughout the bank's ecosystem.