Internet
Technology Arrives in the Call Center
CLIENTSUITE gives a Web Interface to Legacy Data
Introducing
CLIENTSUITE
Upstanding is pleased to introduce CLIENTSUITE, an integrated
family of banking solutions designed to enhance customer service. The call
center is rapidly becoming the most critical component to the customer
service experience. A successful call center requires effective access to
both account information and contact history. Furthermore, the call center
requires round-the-clock availability of their systems, an overall view of
the customer relationship, and an intuitive way of retrieving complex
information, as well as cost-effective administration. CLIENTSUITE
provides a web-based user-friendly interface, written in Java, for
platform independence and ease of use, training and maintenance. The only
client software required is a web browser.
ClientCenter Boosts
CSR efficiency
ClientSuite's web-based architecture greatly simplifies locating
information. The customer service representative (CSR) can quickly locate
an account and confirm the identity of the caller. The initial screen,
whereby the CSR identifies the caller by tax ID, account number or name,
is shown below.
The CSR can then access all the information in that and related accounts,
plus a history of all the previous contacts by the caller. Questions from
simple balance inquiries, through to the most detailed inquiries of
transaction history, can by readily answered. Intuitive screens lead the
CSR through account transactions, such as fund transfers, stop payments
and fee waives.
The ClientCenter graphical user interface requires no understanding
of the underlying mainframe system. The data is presented in the web
browser in a highly intuitive format and the training requirement is
virtually non-existent. ClientSuite can also automate any follow-up required
by a call. Thus a fast, efficient and traceable system can easily replace
existing paper based systems.
Total Customer Relationship
Management
The key to excellent customer service is to put knowledge of the
individual customer at the CSR's fingertips at the moment of the call. The
key to the bank's ability to manage that customer relationship is to have
a complete picture of that customer. Without this knowledge, everyday
decisions on fee waives, loan rates and ad-campaign phone lists are
arbitrary. With it, you can make your most profitable customers also your
most loyal, and you can significantly improve the success rate of targeted
mailings.
ClientSuite gathers information about all call center and internet banking
contacts, and makes it available throughout the enterprise. It improves
the customer experience by providing continuity between one interaction
and the next. Patterns of calling, frequency of requests and incidence of problems can all be
analyzed to provide continuous improvement of bank processes.
ClientSuite provides comprehensive tracking of all contacts, with a
minimum of effort by the CSR. Reports can be generated to show who is
contacting you, how often, and why.
ClientSuite reduces
Total Costs
ClientSuite will reduce operating costs in the bank by reducing training,
reducing paperwork and manual processes, and by reducing maintenance.
In Conclusion
In coupling banking applications with web technology, ClientSuite
revolutionizes presentation standards for mainframe data. By providing
24-hour access, it allows a call center to exceed customers' expectations.
ClientSuite provides integrated call tracking,
creating a history of customer contacts and gathering exact statistics of
call center activity. It supports electronic fulfillment and distribution
of actions arising from calls and can be extended to work with existing
band processes and organization.
And finally, through its profitability indicators and intelligent
cross-selling, it allows CSRs to deal with customers consistently,
according to data-driven bank policies. This optimizes the chances of
suggesting a new product that is genuinely of interest to the caller, and
prevents selling another unprofitable account to an already unprofitable
customer. And it ensures that your best customers are always left with the
feeling that they have been properly taken care of.
|
