Major Financial Services Institution uses technology to improve your teller experience
Like many American men, I judge my banking experience by the efficiency of my transaction time. However, my wife often still likes to go into the bank and see her favorite teller.
For her, banking is a bit more of a social experience. And every once in a while, my wife even drags into her bank as well. But like many of my male counterparts, I still judge the quality of the experience by the operational efficiency of her teller. And the thing that I hate the most is when our experience at the bank is lengthened when the teller can’t do something and has to get the bank manager’s approval.
Now, a major financial institution has decided to make my life and even my wife’s life better. Using Informatica Rulepoint, they have come up with a way to improve teller operational efficiency and customer experience while actually decreasing operational business risks. Amazing!
How has this bank done this magic? They make use of the data that they have to create a better banking experience. They already capture historical transactions data and team member performance against each transaction in multiple databases. What they are doing now is using this information to make better decisions. With this information, this bank is able to create and update a risk assessment score for each team member at a branch location. And then by using Informatica Rulepoint, they have created approximately 100 rules that are able change teller’s authority based upon the new transaction, the teller’s transaction history, and the teller’s risk assessment score. This means that if my wife carefully picks the right teller, she is speed through the line without waiting for management approval.
So the message at this bank is the fastest teller is the best teller. To me this is really using data to improve customer experience and allow for less time in a line. Maybe I should get this bank to talk next to my auto mechanic!