Piercetech - Customer Focused Solutions

CASE STUDIES

Business Process Management Evaluation & Custom Development

While this Major Bank's telephone call volumes were managed very well with traditional voice solutions, the processing of their workstation transactions was cumbersome. Handoffs to the back office were manual, slow and error prone. Complicating matters was a recent retail banking acquisition that required integrating 1.3 million new customers as well as the acquired bank's contact center, mainframe systems, etc.

Piercetech's Assessment Exposed:

Cumbersome workstation access and processing
Manually controlled access to multiple host and server applications
Manual business rules with inconsistency of execution
Mainframe availability conflicting with real-time access requirements
Resource and paper intensive back office processing
New accounts opening systems and procedures limitations

Piercetech's Solution Assured:

Customers’ transactions could be processed by agents in either center
Data entry items (account numbers, monetary fields, etc.) validated
Unified access to all customer data (existing and converged).
Process control enforcement via business rules
Monitoring of transactions in real-time
Error transactions automatically rerouted to the appropriate resource
Reporting to monitor and manage the overall process.
Call center processing intimately linked to overall banking processes
Multi-step transactions automated beyond the call center
People do the knowledge work, systems manage the processes

Customer Benefits Included:

An ROL of 6 months drive by:

Shorter Average Handle Times
Reduced staffing
More efficient back office processing
The successful integration of over 1.3 million new customers
Increased customer satisfaction (reduced time, increased accuracy)
Fulfillment processing reduced from 72 to 24 hours
$500K/year savings opportunity in fee controls identified
Reduced call volumes driven by elimination of 10% error rate
Automation of 140 business processes

		SERVICES \| CUSTOMER ENGAGEMENT CASE STUDIES Business Process Management Evaluation & Custom Development While this Major Bank's telephone call volumes were managed very well with traditional voice solutions, the processing of their workstation transactions was cumbersome. Handoffs to the back office were manual, slow and error prone. Complicating matters was a recent retail banking acquisition that required integrating 1.3 million new customers as well as the acquired bank's contact center, mainframe systems, etc. Piercetech's Assessment Exposed: Cumbersome workstation access and processing Manually controlled access to multiple host and server applications Manual business rules with inconsistency of execution Mainframe availability conflicting with real-time access requirements Resource and paper intensive back office processing New accounts opening systems and procedures limitations Piercetech's Solution Assured: Customers’ transactions could be processed by agents in either center Data entry items (account numbers, monetary fields, etc.) validated Unified access to all customer data (existing and converged). Process control enforcement via business rules Monitoring of transactions in real-time Error transactions automatically rerouted to the appropriate resource Reporting to monitor and manage the overall process. Call center processing intimately linked to overall banking processes Multi-step transactions automated beyond the call center People do the knowledge work, systems manage the processes Customer Benefits Included: An ROL of 6 months drive by: Shorter Average Handle Times Reduced staffing More efficient back office processing The successful integration of over 1.3 million new customers Increased customer satisfaction (reduced time, increased accuracy) Fulfillment processing reduced from 72 to 24 hours $500K/year savings opportunity in fee controls identified Reduced call volumes driven by elimination of 10% error rate Automation of 140 business processes
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