Standard Bank customer service hots up with FrontRange

Customer service levels at Standard Bank have been improved and it can now retrieve and analyse management information, allowing it to identify hot spots and act accordingly to correct these problem areas.

This follows the implementation of FrontRange`s HEAT 5 software suite, which is designed to control the most problematic service and support issues. It helps companies transform reactive help desks into proactive centres by means of customer self-service options and knowledgebase management, as well as a host of other features.

Linda Drewery, Standard Bank customer relations manager, says: "The financial sector is one of the most volatile and emotional industries in terms of customer interactions. Money is always a sensitive issue and when something goes wrong, response to the complaint has to be swift and efficient."

She says Standard Bank`s Customer Relations Centre required an electronic (non-paper based) method of logging and tracking customer complaints in the major metropolitan areas, to ensure all issues were tightly managed.

The main aim was to ensure customer issues were attended to and resolved effectively and efficiently, as well as being well managed internally in terms of monitoring. In addition, service breakdowns had to be identified so both short and long-term corrective action could be taken.

"However, capturing information is a futile exercise if no learning is derived from it - a reporting component was also essential," she says. "We needed an easy to use product, which also allows for remote training."

Paul Bornhutter, product manager, HEAT division of FrontRange Solutions, says the bank previously used locally developed Log-Trak help desk and call centre software from Syntactica, which was customised to the bank`s requirements. Ixchange subsequently acquired Syntactica, "so Standard Bank`s progression to HEAT was only natural", he says. Implementation was done within a week last year August.

Drewery says HEAT has been custom designed to suit the field requirements of its Customer Relations Centre (CRC). It is used by CRC consultants, CRC and provincial office managers, and selected office units.

Since the HEAT implementation, says Bornhutter, "Standard Bank has found increased efficiencies in terms of HEAT`s ability to manage the process and improved reporting for senior management.

Says Drewery: "Benefits were felt immediately in terms of capturing and looking up details on the database. Within three months the effect was felt of improved management information systems, and within six months we could track trends in the data."

"HEAT acts as an early warning signal of an emerging problem area and allows us to identify emerging trends and specific branches/areas that are experiencing problems. It provides provincial directors with detailed reports of complaint activity within their areas." Training gaps can also be identified.

The suite`s look up facility has reduced the need to wade through files, with a consequent increase in the speed of locating customer information with regard to the complaint. It allows the consultants to identify if the customer has previously logged a complaint and the journal function allows for the progress thereof to be followed. Now, no complaints go missing or are misfiled.

In addition, issues can be easily routed to other users, specifically remote managers. "Each complaint is tagged to a manager/consultant; therefore it has an owner who is accountable for its resolution. We can now obtain full details of the complaint and corrective actions applied, as well as provide an electronically generated tracking number that fulfils the requirements of the Banking Adjudicator.

"No issue goes unattended, therefore our external customers are assured their problems will be managed to resolution. In addition, specific deadline standards are monitored by management," concludes Drewery.

Within the next six months Standard Bank is looking at increasing the number of users to incorporate its non-metropolitan branches. In line with its service improvement strategy, it also plans to use the auto-tasking facility and upgrade to HEAT 6.