De Volksbank faced the challenge of ensuring consistent and clear responses to customer inquiries within their banking and insurance services, complicated by the diversity of products and systems. To streamline operations, they embarked on developing an in-house client management system, integrating multiple data sources into a single application. This system was further enhanced with the adoption of Verint Knowledge Management, enabling employees to access comprehensive client information and quickly find answers to queries. Despite the complexity of integrating with their existing systems, De Volksbank successfully implemented a solution that not only met their needs but also allowed for customization to align with their business requirements, ensuring efficient customer service delivery across channels.