Help desk support for a leading Bank
One of the top US bank holding companies offering strong national brokerage, asset management and wealth management services.
The Need
Help in reducing the number of help-desk calls within the bank and to increase the users' customer response time. The Bank's Commercial Banking System was used in the initial project. The front office system records a loan/credit process from the sale all the way through underwriting, closing and on-going servicing of the credit. Timely response is paramount due to tight deadlines and personnel are measured by Key Performance Indicators (KPI), requiring response to the customer within a certain period of time.
The Result
The bank used Assistware to provide consistent and continuous support and training to their front office operatives. The successful implementation of Assistware reduced user dependency on the traditional forms of support and training, resulting in:
	Reduced cost of training and support
	Increased employee productivity
	Reduced user support costs
	Increased KPI relating to customer response
	Improved customer service