Who is Ameris Bank?
Ameris Bank is a financial institution with a 50+ year history, currently serving customers across the Southeast and Mid-Atlantic in over 167 locations. The organization reaches outside tradition to do what it takes to create solid solutions and meaningful experiences. In 2020, Ameris Bank implemented DaVinci.
The implementation illustrated their commitment for meaningful experiences by customizing DaVinci’s screen pop to make customer and agent experience easier and quicker.
Flying blind with lengthy authentication questions
Ameris Bank is made up of several different divisions throughout the company. As they have grown and merged throughout the years, they eventually lost the ability to have a single CRM provide an agent-friendly customer view when customers called into the contact center. “The agents felt as if they were flying blind. We didn’t know if they were calling for the first time or the 405th time,” shared Connie Romay, Senior Vice President of Retail Deliverable and Innovation Manager at Ameris Bank.
Additionally, Ameris Bank has a written authentication policy, which makes customers confirm seven pieces of information before discussing their account and this information was all in different systems. Agents typically had two to three screens up at a time to find this information.
The contact center receives around 4 million calls annually, with 1 million of these requiring agent assistance.
Alan Cooper, Application Engineering Manager at Ameris Bank shared they began researching vendors and noted DaVinci handled everything we needed and provided tight integration with the Cisco core systems they were already using.
A working solution during the global pandemic
“Integrating DaVinci with Salesforce allows Ameris Bank to have a much better view of our customers and their experience along the way as with inquiries or problems because they are all being logged,” stated Cooper.
Ameris Bank implemented DaVinci at the start of the global pandemic of 2020, and the timing couldn’t have been more appropriate. “Technically, DaVinci worked flawlessly after we got through initial implementation opportunities and worked very well in remote locations, which was essential in 2020,” shared Cooper.
“It was absolutely helpful to have DaVinci integration in place during Covid because calls sky-rocketed due to stimulus checks, and we had large numbers of absenteeism. So, every second you can shave off of a phone call helps,” said Romay.
“DaVinci has saved us so much time from an efficiency standpoint, and hard dollars as well, going to four to five systems to authenticate the customers. Now, all of this information comes in from a screen pop, eliminating the extra effort.”
Connie Romay, Senior Vice President of Retail Deliverable & Innovation Manager
Integrating screen pop with written authentication policy saves time
Ameris Bank’s technical team was able to place most of the information needed to confirm the customer’s identify that complies with their authentication policy into the screen pop. Romay explained, “we now have 99 percent of the authentical information at our fingertips” as soon as the call comes in.
“Screen pop has saved us so much time from an efficiency standpoint, and hard dollars as well, going to four to five systems to authenticate the customers. Now, all of this information comes in from a screen pop, eliminating the extra effort,” said Connie Romay.
They continue to be excited about the functionality – receiving positive feedback from agents because the experience with customers is better and calls became easier.
Ameris Bank + AMC Technology = Technical Dream Team
“I enjoy the [AMC] technical team a lot because they are very helpful and knowledgeable, and that’s not always the way it goes regarding knowledge that goes across so many different channels. The Technical resources were a true benefit,” shared Cooper.
When asked if there was anything else we could do for them, Romay shared that they wish they had DaVinci in more of their branches.
Cooper adds, “I love your product.”