Banking on communications

From a world of stifling, confusing, dated technology to one of simplicity and agility. 18 branches and multiple departments now operating as one.

The challenge

A complex, unconnected environment. Dozens of contracts from a patchwork of providers.

That was the reality of the situation for our banking customer. They were fuelled by an ambition to market their distinct offering to Irish customers and deliver a collaborative customer experience for their clients, but they didn’t have the communications tools to do it. They recognised that, on their current course, they’d struggle to realise their ambitions in the market. They needed to consolidate their network, create a centralised communications estate, provide a consistent omnichannel customer experience and drive efficiency by optimising their workforce. They decided to reduce their reliance on multiple parties and began a search for a suitable, single partner.

The solution

One, complete, fully integrated solution for the entire operation

After a rigorous tendering process Capstone were selected as that partner. We first undertook a six-week discovery and planning phase. We investigated their current technologies, the needs of each team, the needs of different roles, customers’ needs, and the ambitions of the company. We then mapped out a complete communications solution for entire operation and a road-map for implementation. This was approved in its entirety and fully implemented over a 9-week period.

We designed and implemented a bespoke solution to:

  • Migrate the bank to the latest telephony protocols (SIP)
  • Create a fully resilient architecture to fit the 24×7 “always on” nature of the customers setup
  • Consolidate the entire business and branch network into a single dial plan
  • Deploy a multichannel contact centre solution providing voice, email, webchat and SMS routing capability
  • Upgrade the legacy compliance call recording estate to a supported release
  • Deploy predictive contact centre technology to streamline outbound requests
  • Enable the monitoring of performance and quality of interactions
  • Provide reporting tools to assess key statistics
  • Optimise scheduling requirements

The result

Technology powering a faster moving, more agile operation and delivering a new competitive edge.

The customer was released from the constraints of outdated, disparate systems and walked into a whole new world of communications. They are now well on their way to providing a banking service that all of Ireland can benefit from. And we are delighted to have another excellent client as part of the Capstone family.

18

locations now
operating as one.

262,000

new customers
won in 2017.

75%

increase in digital
transactions.

1

1 partner, 1 contract
& 1 invoice.

Let’s talk

Whatever your need today, big or small, we’re ready to listen and see how we can make a difference. Call, email or request a callback.