New England bank transforms the client experience by creating a Single View of the Customer
For commercial banks, delivering outstanding customer service is critical to staying ahead of the competition.
With a wide range of services and account types, this welknown New England bank faced challenges in creating the single, consistent customer view needed to serve their customers quickly and efficiently. As they moved from an account-based to a customer-based view, the bank’s legacy systems were unable to provide the consolidated customer profiles necessary to support the transition.
The bank had dozens of source systems housing customer data. These legacy systems (some over 20 years old) made it extremely difficult to create a consolidated customer view. When clients called into the bank’s call center to discuss their mortgage, credit card or bank accounts, that team often had difficulty accessing all customer information for all products.
The resulting delays impacted customer satisfaction and drove call center costs up. The bank also required consolidated views of their business customers in order to effectively market the bank’s full business portfolio — another key priority. Finally, the bank was looking to cut IT costs through implementing a more agile, streamlined system.