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To remain on the competitive edge, the client, the IT branch of a large multinational financial services/mortgage company, had to find a way to offer value-added services to financial products that have become near commodities. The management team recognized they had to expand their institution’s service capabilities and improve ease of use and efficiency without increasing expense. Their goal was to create a multichannel customer interaction hub that would allow them to offer customers new interaction options such as self-service, chat and e-mail. It would have to work within the existing IT environment, enable agents to handle multiple service channels easily, and give clients the option of quickly and securely accessing information and services on their own over the Internet. By deploying relevant components of the eGain solution, the client reports that it has set new customer service standards in the financial services industry and now offers electronic banking services such as cash management to a range of customers. Following deployment, the customer base has continued to expand, while the number of customer service agents has remained constant. The Chicago-based customer service team has exceeded performance goals in virtually every area of activity, including response times and customer inquiries handled per agent.
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