Marketing - S4 - Tailieu 7 Strategies To Boost Bank Branch Performance

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S EVEN S TRATEGIES T O B OOST B ANK B RANCH P ERFORMANCE One company to help you integrate branches and create new business opportunities.

INCREASED COMPETITION, HIGHER CUSTOMER DEMANDS, MULTI-VENDOR SOFTWARE, EQUIPMENT AND NETWORKS, MERGERS AND ACQUISITIONS—AS WELL AS REGULATIONS SUCH AS THE SARBANES-OXLEY ACT AND BASEL II—ARE ALL OBSTACLES TO SUCCESSFUL BANK BRANCH PERFORMANCE. IT’S A LIST THAT SEEMS TO GROW LONGER EVERY DAY. THE GOOD NEWS IS THAT THERE IS ONE COMPANY THAT’S WORKING AS HARD AS YOU ARE TO OVERCOME THEM. AVAYA.

Innovative solutions, services, and patented communications technology from Avaya can help you make disparate bank branch locations act as one, drive higher per-customer revenues, reduce costs, and lower risks system-wide.

For starters, Avaya can help you implement the following seven strategies for finding new revenue opportunities and elevating the performance of your branch locations.

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Give customers one-number access to key personnel.

4

Build customer intimacy and retention.

Create a small-bank feel with big-bank capabilities. When your customers interact with your Web site or call center, wouldn’t it be helpful if branch employees had a record of those communications when those customers enter the branch? Customers expect—and reward—personalized, informed service, whether that service is delivered by a teller, a call center operator, or a “blended agent” responding to their queries via e-mail or instant messaging. Avaya multi-channel solutions allow key customer information to be shared between channels to improve the quality of customer service your organization offers.

2

3

Boost the productivity of revenue-generating employees. The most successful bank branches are the ones that take full advantage of the skill sets already in place. They do so by routing contact center calls to the best available agent and increasing their rate of first call resolutions. Effective staffing solutions allow branch staff to step in and pull contact center duty during lulls. They enable contact centers to handle after-hours branch calls. And they provide mobile staff on the road with access to the same productivity tools they have in the office. With a host of solutions to optimize productivity across the enterprise, Avaya can help your employees maximize their potential to serve customers.

More than ever, the customer is king. Give customers the convenience they demand with one-number access to the individual bank personnel they wish to reach. Employees on the road can get customer calls routed automatically to their mobile phones with Avaya Extension to Cellular technology. They can even access a “virtual phone” on their laptop by plugging in at any branch office location—or even from home—to make and receive customer calls with full system functionality, including conferencing, with Avaya IP Softphone. Either way, customers dial just one number to receive top-notch, personalized service.

The way to higher per-customer revenues is through customer intimacy that is built over time. Reaching this goal requires a thorough understanding of the needs of each customer and a complete history of customer interactions. Avaya solutions allow you to capture, track, and report on those interactions and share that knowledge with customer-facing personnel—with a degree of precision and scalability that no other solution provider can match.

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One company to help you integrate branches and create new business opportunities.

5 Communicate a consistent brand experience. In the heightened competition to win and keep branch customers, your brand is everything. As customer calls are routed to voice mail, automated attendants, or other systems in your telephony network, Avaya enterprise solutions can help ensure that your customers receive consistent prompts, messages, and recorded greetings to promote a positive brand impression.

6 Reduce your exposure to risk. Successfully competing at the branch level these days means giving customers enhanced self-service options via the Web, e-mail, and integrated kiosks. But each electronic convenience you provide bears some risk, in the form of computer viruses, denial of service attacks, hacking, and internal threats. Complying with a maze of new laws and regulations adds to the challenge. And finally, disasters, either natural or manmade, can strike at any time. The Avaya secure and resilient enterprise architecture keeps your business running even when the unexpected strikes. And Avaya Global Services offers world-leading experience and expertise to help you develop and implement effective security and business continuity plans, a ddress regulatory compliance, and recover rapidly in the event of a disaster.

7 Drive down the total cost of ownership and accelerate your return on investment.

No branch strategy is complete without a means of controlling costs and increasing return on investment. Avaya lowers your maintenance costs through central administration tools that eliminate the need for engineers to make visits for routine work. In addition, patented remote diagnostic systems from Avaya resolve up to 96 percent of network problems with no expensive physical intervention required.* Better still, Avaya can help you optimize the investment you’ve already made in your branches with a strategy for gently migrating to IP and solutions that integrate with other vendors’ components.

GO WITH THE LEADER: AVAYA As the leader in providing advanced communications solutions for enterprises the world over, Avaya knows what it takes to boost performance in the bank branch and offers you a unique blend of products and services to make it happen. These are just a few of the strategies from Avaya that can help you achieve success. See for yourself how much you can save while driving higher revenues across your branches. Contact your Avaya Client Executive or Authorized Avaya BusinessPartner and ask for a demonstration of the custom Avaya ROI tool, or visit us at avaya.com/learnmore/ip. *On Avaya DEFINITY® SERVERS and later releases of Avaya telephony software.

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