Who we've
worked with
Financial Services
Issue
The business was previously organised around service offerings, namely Asset Finance, Commercial Lending, Residential Lending & Deposits. Customer interfaces were by telephone, web and post. Each business unit operated in complete isolation from a customer perspective, operationally and with regards to IT, behaving as if they were completely independent of each other, rather than being divisions of the same company leading to duplication of efforts, unnecessary cost and disconnected customer experiences.
Approach
An intense programme of work was undertaken to improve the customer experience across all channels, particularly where customers had more than one product.
Three different systems were integrated to create a single view of the customer and their product holdings, thereby enabling customer service staff to have access to a total view of the customer.
Individual operational departments were merged to create a single customer service division providing service across the entire product range, with the exception of a few specialist teams – designing and implementing a consistent customer experience, across all products and all channels.
Computer Telephony Integration was implemented to improve the customer experience in the contact centre, presenting the customer data to the agent when the call was presented to them.
Intelligent call routing was developed, based on customer profiling, to route the customer calls to the appropriately skilled teams
The business and processes were completely re-organised and refocused on the end customer experience.
A workflow imaging and barcode solution was developed to ensure all customer service staff could see the paper documentation held for a customer, irrespective of the product.
Benefit
Contact Centre agents were able to answer most queries on any products, resulting in the first call resolution rate significantly improving.
95% of inbound mail was scanned and, using a barcode, automatically stored against a customer record for subsequent action.
The abandon call rate reduced drastically and reached less than 1%
Customer satisfaction levels significantly improved whilst at the same time operational costs dropped.
