AmVia business partner Quantum Solutions ensures customer satisfaction at FNB HomeLoans with RightFAX

AmVia business partner Quantum Solutions has implemented a RightFAX solution for FNB HomeLoans` Johannesburg, Cape Town and Durban service centres, enabling a two-hour turnaround time on home loan applications.

Piet Grobler, service support manager: FNB HomeLoans, says in September 2000, FNB HomeLoans reached pay-outs of R300 million a month on its approved home loan applications.

"Since then the figure has risen to R1 billion in May 2002, which entails faxed documentation between FNB and its HomeLoans clients of well over 100 000 pages per month."

Grobler says such high volumes necessitated an upgrade of FNB`s existing RightFAX solution at its Johannesburg HomeLoans service centre, and installation of a RightFAX solution at its Cape Town and Durban centres.

"Since the initial implementation at FNB HomeLoans, AmVia`s RightFAX product has proven itself in terms of robustness, reliability and stability, which is critical in the banking environment.

"AmVia business partner Quantum Solutions, aligned in the market with leading-edge enterprise technology, was the perfect choice to implement RightFAX`s Version 8 Enterprise Edition at all three contact centres."

Grobler says FNB`s Johannesburg RightFAX server was extended to a 32-port system, while Quantum Solutions also implemented an integrated exchange gateway, enabling contact centre users to e-mail fax documentation to clients from their desktops.

"In both Cape Town and Durban Quantum Solutions installed a 12-port RightFAX server, with the RightFAX e-transport facility allowing electronic dispatch of HomeLoans faxes from the desktop via e-mail."

In addition, Grobler says, Quantum Solutions also integrated FNB`s RightFAX environment with its automated electronic information capture and processing application, TELEform, and created a Web interface to allow faxes to be sent directly from FNB`s Web application.

Grobler says the RightFAX solution has become absolutely essential to FNB HomeLoans realising and maintaining outstanding client service levels.

"With a promise to clients of a turnaround time of two hours from receiving a home loan application to its approval in principle, administration activities must be kept to an absolute minimum.

"RightFAX has allowed a complete turnaround in terms of the speed of processing faxes in our service centres, saving a tremendous amount of time and paper.

"Administration and labour costs have also been cut dramatically."

The RightFAX solution not only enables FNB to electronically receive, process and dispatch all home loan application forms via fax, but also our high monthly volumes of loans documentation to solicitors, Grobler adds.

"All documentation previously faxed to insurance company Outsurance, which handles FNB`s HomeLoans` insurance, is now also e-mailed via RightFAX."

Grobler says the RightFAX solution further positions FNB HomeLoans perfectly to handle increased volumes of fax documentation from and to clients that came on board with the acquisition of NBS and Saambou.

Quantum Solutions support has been outstanding, he says, with its implementation team ensuring that each contact centre`s different requirements were met fully.

Philip Wyse, managing director: Quantum Solutions, says the RightFAX solution fitted very well into FNB`s archiving strategy, since Quantum Solutions` automated fax archiving system eliminated the need for extensive storage facilities for paper-based information.

"FNB HomeLoans is extremely pleased with the RightFAX solution, which has enabled its service centres to enhance customer service and streamline its business processes."

Dean Christensen, coastal sales manager: AmVia, says the FNB HomeLoans project is an excellent example of AmVia and Quantum pooling their expertise and resources to provide the client with an innovative business fax solution.

"With an AmVia business partner of Quantum Solutions` calibre, FNB has been assured of the highest quality solution deployment and support," he concludes.