Leading UK Bank

Reduce Agent Resource by 50% with Proactive Contact

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Summary

A major UK bank has a thriving merchant division which enables large and small businesses to accept payments in multiple currencies via a variety of credit cards. Each day, the division processes millions of transactions; and every evening, each merchant connects to the bank to update the system of their daily records. In the past, if there was a problem in the merchant-bank daily communication, a member of the contact centre would be required to call each merchant and request that they resubmit the data. This process was costly and inefficient.
The bank turned to Datasquirt to implement the CONTACT multi-channel solution to allow the bank to send automatic broadcasts via SMS, email or fax to merchants when daily record data was not successfully received and also alert merchants to various account events such as status and payments received. CONTACT also offered a new channel of communication to allow the bank to inform merchants of promotions and security notifications. CONTACT has proven incredibly successful - within nine months, the bank reduced its agent team by 50% and equally importantly, significantly reduced day one and day two polling failure rates.

Situation

The bank faced several business challenges:

  • Costly contact centre communications. The bank employed a full staff solely dedicated to notifying merchants of account issues and marketing offers. The system proved costly and inefficient.
  • Inability to provide timely updates. Given the diverse and vast merchant base, it was difficult for agents to reach and notify merchants of time sensitive issues.

Datasquirt Solution

The bank implemented the Datasquirt CONTACT Multi-Channel solution for:

  • Business customer notifications via SMS, email and fax
  • SMS and email marketing campaigns

The solution reduced agent requirements by 50% and improved communications with automated notifications of account issues and an easy-to-use web-based tool for agents to easily broadcast messages to customers.

Benefits

The CONTACT solution offered immediate results for UK bank:

  • Dramatically improved customer service. The CONTACT solution's automated notification system allowed the bank to immediately reach customers by their preferred communication channel - SMS, fax or email.
  • Reduced staffing requirements. CONTACT's robust multi-channel solution allowed the bank to reduce its contact centre agent team by 50%.
  • Improved reliability. Paper-based fax machines were replaced which improved document security and reduced the bank's carbon footprint. 

View the demo or contact us to find out more.

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