The Client
ACCBank is one of Irelands most dynamic and innovative banks with a
focus on creating long term business relationships with their
customers. ACCBank offer a unique blend of options in banking services
for customers in the business (SME), personal and agri-based sectors
The Problem
When ACCBank moved to their new location in Dublin, they wanted to
consolidate their operations and centralising the customer service
representatives (CSRs), who deal with their customers day to day
banking issues over the phone and via the internet. ACCBank also wanted
to reduce the cost and time involved in dealing with customer request,
by automating and streamlining the tasks that were involved. A lot of
the day to day tasks that the CSR had to complete usually involved
using more than one business system. As there was no integration
between these systems, the CSR would typically need to duplicate data
entry, a lot of times this resulted in inconsistent information within
the various systems.
How We Helped
ACCBank chose to implement an Avaya IC solution along with an Avaya IP
telephony system. Our consultants where tasked with designing and
implementing a telephone banking solution that integrated with the
banks existing CRM systems (Business Objects and Flexcube). By
automating many of the tasks that the CSRs were required to perform, we
where able to help reduce the amount of time spent on each task and
also reduce the amount of errors that occurred prior to the
integration. As well as working on the design and technical
implementation we also assisted with the knowledge transfer by
providing end user training and administrative documentation for
ACCBank.