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 in assisted channels supported by staff. Its goal is to provide customers and bank employees with a consistent, unified experience in case handling, regardless of the access channel used.

Purpose and role of the component

Customer Service Zone plays the role of a presentation-and-navigation layer, which connects various process applications into a single, intuitive customer service ecosystem. It enables:

• starting processes in various 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 multi-channel access

The Customer Service Zone can be launched in different contexts, adapting to the needs and permissions of the user. 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 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 operates and redirects them to the appropriate process, form or banking system.

Intuitive organization and navigation

The component offers users quick access to processes that can be carried out 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 complaint, 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, 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 correct place of process execution – e.g., a form in Eximee, a function in the 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, transfer parameters).

Search and filtering of processes

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 diacritic marks,

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

Visual consistency and branding

The look 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, so 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 in multiple channels – public, authenticated and employee.

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

• Quick access panel for the most frequently used functions.

• Support for contextual process launching across multiple systems.

• Styling consistent 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 the central point of contact for the customer and employee 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. As a result, it becomes the foundation of a modern customer service architecture in the Omnichannel, ensuring a consistent user experience across the bank's ecosystem.