Customers are served over the telephone, at ATMs, and at the BankDirect Web site. As the bank grew, it became clear that it needed a new way to provide customer service. When answering customer calls, account managers were forced to look in disparate locations for information, making it tough to realize the bank's vision of providing responsive, personal service. In addition, demand was outstripping system capacity. With the complete history of each customer or prospect's interactions with the bank at their fingertips, BankDirect staff has been able to give informed and proactive responses to requests and inquiries.
Sales are up, and so is customer satisfaction.
In fact, the system has performed so well that ASB BANK has decided to use Onyx systems across the board. All Day, Every Day BankDirect account managers use Onyx Front Office to provide personal customer service 24 hours a day, seven days a week. This has maximized sales opportunities for financial products such as savings accounts and loans. In addition, customer service staff uses Onyx Front Office to quickly respond to queries about lost bank cards, forgotten PIN numbers, and loan repayments. As a virtual bank, BankDirect was able to reduce overhead costs, while at the same time provide a full set of services to customers.