Insource the customer contact center activities, design and implement multichannel service provision to minimize the distance between NIBC and its customers in order to respond quickly to changes and keep control of the customer experience.
“Omnichannel service provisioning as a distinctive feature for Customer Experience”
NIBC is an enterprising bank with offices in The Hague, Amsterdam, Frankfurt, London and Brussels. NIBC was founded in 1945 to finance the visionary entrepreneurs who helped rebuild the Netherlands after World War Two NIBC services more than 1,000 businesses and 390,000 retail customers through a portfolio of client-focused products and services. The Corporate Banking services focusses on debt and equity mezzanine, mergers & acquisitions, capitalization advisory, leveraged finance, structured finance, research and brokerage services and capital markets solutions.
Observing the emergence of multichannel service provision in the areas of savings and mortgages, the financial services provider wanted to minimize the distance between it and its customers in order to respond quickly to changes and keep control of the customer experience. With the expiration of the outsourcing contract in the offing, NIBC chose for the managed insourcing of its customer contact center. The bank’s customer contact center had been outsourced for many years. However, a lack of direct contact and steering fueled a feeling that there was insufficient control of the speed, friendliness, clarity and quality of the service provided to customers. For this reason, there was a long-existing desire – on the work floor and among NIBC management – to take back control of customer contact.
NIBC contracted Quint Wellington Redwood for providing support to design and set-up the customer contact center activities. To make insourcing possible, new technology was needed to support the processes. In the first phase, business processes were described as user stories, which had originally only been described as requirements. Each story described what users were doing as part of their activities. Those user stories were used as starting point to select technology vendors. For the front office processes, Microsoft’s Anywhere365 Unified Contact Center, Skype for Business and Microsoft Lync where selected. Salesforce’s Service Cloud was selected to fully integrate the mid-office and front-office bank processes. Third step was to select an external partner for staffing and steering for the first two years, next NIBC will take over and run the contact center itself.
NIBC’s new customer contact center went live within 4 months. NIBC is very pleased with the choice of managed insourcing and what has been delivered to date. “One thing we have definitely already noticed is that we have much more control thanks to the high quality of the contact center staff, the short lines of communication, plus good insight into what is happening. Whether it involves technology or people, we can respond quickly and are much closer to our customers” NIBC’s Consumer Market Director adds, “Moreover, the new technology used in our contact center is considerably more advanced than what we had before. This means we are optimally flexible and therefore future-proof.”
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