How a Top 20 Bank cut resolution time from days to minutes.

Slow, fragmented issue resolution.

Before Quantum Metric, this bank relied on screen shares, customer descriptions, and manual investigation to diagnose issues.

Without visibility into real user behavior, teams spent hours or days trying to reproduce problems, often without enough context to act.

“Before Quantum Metric, we relied on delayed screen shares and vague client descriptions… what used to take one to two days now takes 15–20 minutes.”Product Manager, Top 20 Bank

See what happened. Know why. Act now.

With Quantum Metric and Felix AI, the bank gained real-time visibility into customer journeys.

Teams can now see exactly what happened, understand why, and act immediately, without recreating issues or switching tools. Insights are shared across product, engineering, and support, so teams move faster and stay aligned.

They fixed:

• Payment flow issuesCustomers were getting stuck during payment creation without being able to explain why → Resolution time cut in half for 40% of chat-based incidents
• Login challengesUsers failed multiple times before contacting support → Enabled proactive outreach and reduced repeat tickets
• Permission errors40% of users couldn’t edit templates despite having access → Identified instantly and shared with engineering for rapid fixes
• Lending application errorsMissing validation messages caused confusion → Improved completion rates and reduced frustration

From reacting to preventing.

By analyzing behavior across sessions, the bank uncovered a critical pattern: customers often struggled through multiple failed attempts before reaching out for help.

This insight shifted the model from reactive support to proactive intervention—addressing friction earlier and reducing the need for support altogether.

“Quantum Metric helped us move beyond reactive support. We can now see friction earlier, understand its impact across the customer journey, and prioritize fixes that improve both experience and operational efficiency.”

Director of Product Management, Top 20 Bank

A faster, more proactive support model.

With a shared view of customer behavior, the bank:

• Diagnoses issues in minutes instead of days
• Collaborates faster across support, product, and engineering
• Improves customer experience while lowering operational effort

They didn't just speed up support. They closed the gap between what customers experience and what the business does about it.