Improved data accuracy, higher customer satisfaction, and lower IT costs, a New England Bank benefits from Pitney Bowes Single Customer View solution.
Client profile
- A full-service commercial bank serving New England for over 80 years.
- Offers both personal and business banking.
- Provides a complete range of financial planning and investment services.
Business goals
- Create client-specific targeted marketing programs.
- Improve customer service and response times.
- Reduce call center-related customer service costs.
Benefits
- Improved customer data accuracy from 50% to 96%.
- Reduced IT support staff by 50%.
- Eliminated requirement for multiple client logins.
- Can provide instant access to new accounts (previously customers waited up to 48 hours).
Technology used
Spectrum® Business Steward Module
Gain a way to specify rules that trigger a manual review of data quality issues and tools for fixing those issues.Learn more
Overview
For commercial banks, delivering outstanding customer service is critical to staying ahead of the competition.
With a wide range of services and account types, this well-known New England bank faced challenges in creating the single, consistent customer view needed to serve their customers quickly and efficiently. As they moved from an account-based to a customer- based view, the bank’s legacy systems were unable to provide the consolidated customer profiles necessary to support the transition.
Business challenge
After deploying Pitney Bowes Single Customer View, the bank’s customer data accuracy rate exceeded 96% — up from 45-50% at the beginning of the project.
The bank had dozens of source systems housing customer data. These legacy systems (some over 20 years old) made it extremely difficult to create a consolidated customer view.
When clients called into the bank’s call center to discuss their mortgage, credit card or bank accounts, that team often had difficulty accessing all customer information for all products. The resulting delays impacted customer satisfaction and drove call center costs up.
The bank also required consolidated views of their business customers in order to effectively market the bank’s full business portfolio — another key priority.
Finally, the bank was looking to cut IT costs through implementing a more agile, streamlined system.
Solution
The new Pitney Bowes solution has simplified IT operations, easing legacy system maintenance and requiring only half as many IT staff.
The bank chose the Pitney Bowes® data integration solution based on its unique approach to providing a single, consolidated view of each customer.
The bank moved quickly through development, performance testing, and deployment by working closely with the Pitney Bowes services team, which included a Pitney Bowes Solutions Architect to help define the requirements of the new system.
After implementation, the bank was able to consolidate customer data from all sources, creating a single, ‘golden record’ for each customer. They also leveraged Pitney Bowes’ robust data quality capabilities, such as Universal Names and Universal Address Modules, to validate and standardize customer name and address information.
Challenged by the duplication of customer records, the bank was able to resolve many of these duplications automatically with the initial system implementation. For more difficult duplications the bank is leveraging the Spectrum® Business Steward Module — a data governance tool that inspects and resolves duplications on a continuous basis, reducing the requirement for records investigation.
With this Single View of the bank’s customers, Pitney Bowes can provide a range of web services for the bank, giving the bank’s marketing team the ability to query and pull customer information into a variety of web- based applications and target specific, relevant offers to their business and consumer customers.
Benefits
With the Single Customer View solution, the bank saw a significant improvement in their customer data quality, with an accuracy rate improving from 45% to 96%. They are also leveraging the reporting and analysis capabilities of the Pitney Bowes solution to assess real-time data quality trends.
Armed with comprehensive client data, the contact center team now opens new accounts and makes profile changes instantly. Previously, clients waited up to 48 hours to access updated accounts online.
With a Single Customer View, customers can now log into all their accounts and services with a single login and password, eliminating multiple client logins and passwords.
The Pitney Bowes solution has also simplified IT operations, cutting legacy system maintenance requirements and freeing up IT resources. And with the ability to provide faster, more responsive customer service, the bank has also lowered their contact center costs.
With these new capabilities in place, the bank is accelerating their digital transformation. The Pitney Bowes solution provides the single, consolidated customer view supporting that transformation, and serves as the foundation for future e-commerce initiatives.