Large Hawaiian bank adopts Amazon Connect for contact center of the future
- Increased agent efficiency with a custom agent desktop and reporting tools
- Gave access real-time & historical metrics
- Increased customer satisfaction
- Reduced escalation rates
About the company
This Hawaii-based financial institution, operates 28 branches and 65 ATMs. They offer an array of services, ranging from online banking, loans, and wealth management, all with an emphasis on providing exceptional customer service. Founded in 1954 by a small group of World War II veterans, they are passionate about serving the financial needs of all families and are a leading force in supporting homeownership and small businesses in Hawaii.
Reacting Fast to Changing Industry Trends
This bank has always been focused on how technology can enable them to create great customer experiences, and it’s clear that voice will always remain a vital channel for many of their customers and situations. In recent years, the financial services industry has taken a turn toward digital transformation. Although the company’s previous contact-center solution, Cisco, had served it well, this bank wanted to jump into the future, further speeding up innovation, by replacing Cisco with an innovative cloud-based system that would allow them to thrive in their day-to-day operations and provide top-notch service during critical instances, such as natural disasters.
When it came time to evaluate new contact center technology, they were looking for a next-generation platform to meet their needs. Amazon Connect provided a wide range of features to not only meet their current needs, but offered an exciting future of AI/ML capabilities for the bank to leverage. By way of introduction by AWS, NeuraFlash worked with their team to implement and guide the bank on their new technology investment.
A voyage toward innovative service on the cloud with AWS & NeuraFlash
During the initial discovery, the financial institution disclosed their frustrations with the gap in visibility into agent performance, system performance, and customer data. In addition, their Cisco solution was not easy to use, driving up operational costs, and lacked the innovation they knew they were in search of.
In September 2022, they went live on the Amazon Connect platform, including the adoption of Amazon Connect features like Profiles, Tasks, and Contact Lens. They saw immediate improvement when their agents no longer had to work out of 8+ systems during a single call, which had been a major factor of lost information and long handle times in the past. By investing in a cloud-based, unified solution, This bank can now better support their business and offer a single pane of glass for visibility across all their agents. As a result, their customers now have a seamless experience, with their data moving across each business unit and their questions resolved promptly.
Reaping the Benefits of Amazon Connect
The efficiency gains seen have extended beyond what they thought possible. The custom agent desktop and reporting tools we have provided allow their agents to take notes directly in the platform, all while seamlessly assisting the customer on the call.
With improved agent confidence comes better customer satisfaction. Within a few weeks of releasing their new system, this bank's customers are already seeing an overall improved experience - this is very clearly reflected by their NPS score of 24, 75% of their total CSAT submissions showed perfect scores.
Additionally, Amazon Connect was able to help drive higher deflection with better routing to reduce the number of internal and external transfers. Now there is no need to transfer for additional escalation is needed anymore for common card inquiries, branch information requests, and questions surrounding the Military Lending Act.
After a successful deployment, this bank has unleashed the power of AWS, and is fully invested in automation.
Outcomes of Amazon Connect
Continuing the Voyage of Innovation with AWS
Amazon Connect has prompted this business to innovate, provide a different approach to their business, and take on new ways of delivering value to their customers. They have been able to achieve all that using support and collaboration along the way from both AWS and NeuraFlash and are pushing themselves toward the forefront of innovation with future digital investments like Salesforce.