New-Customer Concierge Service

   

Customers changing to a new bank have many services to transfer to the new bank. Also, bankers desire to have as much “wallet-share,” the amount of overall banking services customers utilize at their bank, of each customer as possible.

To make sure the customer transfers as many existing services and opens up as many new services as possible and appropriate, this large northeastern bank wanted to make the process as easy and complete as possible for the customer and the banker and assure the banker discusses as many service offerings with the new customer as appropriate.

The Piercetech concierge application provides a database function to store each customer's personal information, previous/other banking services and the services at our client bank. The new customer provides the banker the authority needed to transfer any of the customer's services from their other bank to the new bank.


Examples of those services are:


  • Direct Deposit Support                                                  
  • Online Banking                                                  
  • Bill Payment Setup                                                  
  • Automatic Payment Support                                                  
  • Account Closing Support                                                  

The application contains lists (i.e. workflows) of all the activities that must be executed to facilitate the transfers and enrollments. It uses those flow elements to track all the tasks that must be completed to affect the transfers; each morning the bankers are presented with a "to-do" list of the actions that must be taken to initiate, continue or complete each of the transfers or new service enrollments. This assures that all steps are completed, the customer is continually updated of the current status of each activity and that the transfers and enrollments are completed as thoroughly and in as short a time (SLA) as possible.