Case Study: Integrated non-branch delivery channels

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Challenge: How does a bank give clients the full service and treatment that they would get from a branch visit, while making all information consistent across ATM's, call centers, card products and the Internet?

Action:

• Built an integrated middleware system, among all individual systems, to ensure that customers receive consistent information.
• Set service standards for non-branch channels to eliminate the necessity for branch visits.
• Trained customers and employees in how to best use ATM's, on-line banking and call centers.

Result: Achieved consistently higher usage of non-branch delivery channels, while stabilizing branch usage and lowering costs to serve customers.