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Case Study

Overcoming Inefficiencies for Unparalleled Customer Experience and Growth​

Published on December 19, 2024

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Home / Case Studies / Overcoming Inefficiencies for Unparalleled Customer Experience and Growth​

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EFFICIENT & PERSONALIZED SERVICE​
From consolidated customer information, simplified data retrieval, and quicker access to vital information ​
INCREASED OPERATIONAL EFFICIENCY ​
Elevated process management with use of custom rules and automation based on customer needs

ABOUT THE CUSTOMER

Ranked among the Top 200 Community Banks by American Banker, First United Bank & Trust is committed to creating value for their customers by fostering helpful relationships. Their mission revolves around enriching lives through creative solutions, a blend of modern values and old-school friendliness. In the realm of banking, First United Bank & Trust stands out with a forward-facing approach, placing their focus on excellent service and the enduring impact they strive to achieve.​

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CHALLENGES AND BUSINESS PAIN POINTS

First United Bank & Trust confronted critical issues in the efficiency of their customer service and business processes. 

SCATTERED CUSTOMER INFORMATION​

Their teams faced the challenge of needing to navigate multiple systems to gather varying pieces of information on one client. They wanted to obtain a centralized view of customers when interacting with them that provided a seamless picture of personal details, account summaries, Next Best Offer, household info, and transaction and case history. 

Although they were already using the CRM tool within their core banking system, First United Bank & Trust found it limiting and were unable to provide the comprehensive customer view they required to deliver exceptional support. ​

INEFFICIENT CASE & LEAD MANAGEMENT​

The First United Bank team encountered inefficiencies when handling requests through their ticketing system, particularly in segmenting and serving customers based on their specific needs.

BUSINESS PROCESS MANAGEMENT SOLUTIONS

Recognizing the urgent need for efficiency, Thibert sought an agile Customer Relationship Management (CRM) system to streamline their operations and enhance customer experiences. By embracing Creatio’s no-code platform, Thibert optimized their customer-facing workflows, ensuring faster responses and improved services for clients.

  • CUSTOMER 360 PLATFORM: Creatio's solution transformed agent-customer interactions by seamlessly consolidating data and improving agent efficiency with quick access to essential information.
  • LEAD & CASE MANAGEMENT: Integration with the support call system optimized ticket management and case categorization. Creatio's qualification process provided real-time visibility for lead inquiries, classifying them by request type.
  • BUSINESS PROCESS MANAGEMENT (BPM): Custom processes and automated rules were implemented, prioritizing responses based on customer needs. Defined SLAs ensured operational efficiency and a streamlined workflow for enhanced effectiveness and customer service.

CONCLUSION

First United Bank & Trust’s adoption of Creatio’s CRM solutions marked a pivotal shift in their institution’s operations, successfully addressing inefficiencies in customer service and case management. Their transformative journey led to a unified customer profile, streamlined processes, and improved operational effectiveness. ​

Solutions Metrix played a key role in ensuring the success of First United Bank & Trust’s digital advancement project through expertise in user adoption, change management, and implementation best practices, solidifying the bank’s commitment to service excellence and innovative solutions.​

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