公民金融集团案例研究
公司规模
1,000+
地区
- America
国家
- United States
产品
- Aptean Respond
技术栈
- not mentioned
实施规模
- Enterprise-wide Deployment
影响指标
- Brand Awareness
- Customer Satisfaction
技术
- 功能应用 - 企业资源规划系统 (ERP)
适用行业
- 金融与保险
服务
- 软件设计与工程服务
关于客户
公民金融集团公司是一家总部位于罗德岛州普罗维登斯的市值 1200 亿美元的商业银行控股公司。该公司在 12 个州拥有约 1,400 家分支机构、3,500 多台 ATM 机和 18,000 多名员工，覆盖新英格兰、中大西洋地区和中西部地区。该公司以两个品牌运营，即公民银行（在康涅狄格州、特拉华州、马萨诸塞州、新罕布什尔州、纽约州、宾夕法尼亚州、罗德岛州和佛蒙特州运营）和 Charter One（在伊利诺伊州、密歇根州和俄亥俄州运营）。该公司致力于提供真正差异化的客户体验，并制定了三管齐下的客户体验战略，旨在确保整个网络的客户满意和忠诚。
挑战
公民金融集团 (CFG) 是一家专注于提供真正差异化客户体验的区域性组织。该公司制定了三管齐下的客户体验战略，旨在确保整个网络的客户满意且忠诚。然而，该公司在保持与大型金融机构的竞争地位以及确保及时收集、评估和解决投诉数据方面面临挑战。许多组织实施投诉政策以满足美国消费者金融保护局等机构强制执行的监管要求。CFG 不仅从监管角度审视这些问题，还将投诉政策正式化，以提供卓越的客户体验。
解决方案
几年前，CFG 为高管服务和优先响应部门实施了 Aptean Respond 软件。这两个传统部门除了处理合规机构的监管投诉外，还处理从分支机构级别上报的投诉。当 CFG 将精力更多地集中在提供差异化客户体验上时，高级管理层意识到 Respond 可以增强其一线互动，并帮助员工更及时地响应客户反馈。该团队将 Respond 推广到 10,500 多名员工——超过银行总员工的一半。如今，大约有 6,500 名同事每天使用 Respond 来输入客户表达的不满、解决案件、跟进事件、记录评论，并将投诉和问题上报到相应的银行区域。
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