Customer services excellence drives the next generation bank
Number 26 is a bank designed for the 21st century and is disrupting the traditional consumer banking industry. Optimised for the smartphone generation, customers can complete their account signup in 8 minutes and access innovative personal banking features in security, transaction management and communications. Started in 2013, Number 26 has several thousand customers and a long waiting list to join the service. Driving this growth is a customer experience focus that has been described in the media as “Number 26 could be the best banking experience in Europe.”
“The European customer experience in banking is rooted in the last century” says Alex Webber, Entrepreneur In Residence. “The Smartphone is the bank manager of the future and self-service with an amazing customer experience is what we deliver to our customers.”
The telephone customer experience is critical to Number 26’s success. Weber; “For our business to work we have to establish trust with our customers and for us this can only be done on the phone.” Customers talk to agents who take customers through the sign up process and are available to help existing customers. Providing the best experience demanded a number of requirements for their business telephony and Salesforce CRM system. These included capturing and recording all voice communications for security and training purposes, being able to identify callers for a personal greeting and ensure agents were as productive as possible by providing instant access to all the customer information and automating processes. “We have to get the responsiveness, personalisation and quality of the customer experience just right” said Weber. “Having a closely integrated telephone system and Salesforce is critical to achieving this.”
The Natterbox Solution
Natterbox was chosen to provide the VOIP telephone system, voice recording and Voice Intelligence to integrate with their Salesforce CRM. “As well as fulfilling our criteria we received many recommendations for Natterbox, not just for their technology but for their levels of customer service too – we expect our suppliers to be as customer-focused as us”.
The service was trialled for a week and following positive feedback from the agents the solution was fully deployed.
With the Natterbox solution callers are automatically identified and routed to the right agents who greet them by name. All customer information is onscreen at the start of the conversation, including details of previous calls. Calls are recorded and process automation such as wrap up codes ensures that information and actions are quickly captured. In addition, comprehensive reporting delivers significant management insight into the agents’ performance.
Each agent is managing 50 inbound calls a day and around 30 solid outbound calls. Weber; “Without Natterbox our agents would not be able to complete anywhere near this number of customer calls.” As well as high productivity, the personalisation and Salesforce integration is delivering the customer experience that Number 26 demands. “From the time the customer call is answered by name through to a fast, informed and effective call conclusion the customer experience is like nothing they have ever received from a bank. Word of mouth about the quality of our service is driving our business.”
The global Natterbox infrastructure is also delivering cost management and high call quality. “The engineering quality behind the Natterbox service is delivering fantastic call quality with no noticeable dropped calls. We know from our experience with other suppliers that not all VOIP operators have this quality and this clearly affects the customer experience.”
From a business management perspective the depth of reporting available from Natterbox is helping optimise management decisions. Weber; “The reporting gives complete transparency around the agent’s calling metrics, it helps us with resourcing, identifying problems and defining best practices for the team.”
Number 26 is clearly on an exceptional growth path and Natterbox is set to support their expansion. Weber; “As we further expand internationally the scalability, routing, language support and call cost management of the Natterbox cloud service will ensure that we will maintain our incredible customer experience and run our business effectively.”
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