This regional financial institution has a 50+ year history, serving customers across the Southeast and Mid-Atlantic through more than 160 locations. The organization reaches beyond tradition to create solid solutions and meaningful experiences. In 2020, they implemented DaVinci.
The implementation reflected their commitment to customer experience by customizing DaVinci’s screen pop to make interactions easier and faster for both customers and agents.
Flying blind with lengthy authentication questions
As the institution grew and merged with other divisions over the years, it lost the ability to maintain a single CRM view for agents 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 a Senior Vice President of Retail Delivery and Innovation.
Additionally, the organization’s written authentication policy required customers to confirm seven pieces of information before discussing their accounts — with that information spread across multiple systems. Agents typically had two or three screens open at once to locate the necessary details.
The contact center receives roughly 4 million calls annually, with 1 million requiring agent assistance.
An Application Engineering Manager noted that after researching vendors, DaVinci stood out because it handled everything they 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 us to have a much better view of our customers and their experience, as inquiries and issues are all being logged,” said the Application Engineering Manager.
The institution implemented DaVinci at the start of the global pandemic in 2020 — and the timing couldn’t have been more appropriate.
“Technically, DaVinci worked flawlessly after initial setup and performed very well in remote locations, which was essential in 2020,” shared the manager.
“It was absolutely helpful to have DaVinci integration in place during Covid because call volumes skyrocketed due to stimulus checks, and we experienced significant absenteeism. Every second saved on a call mattered,” added the Senior Vice President.
“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.”
Integrating Screen Pop with Written Authentication Policy Saves Time
The technical team was able to include nearly all the information required for authentication directly in the screen pop.
“We now have 99 percent of the authentication information at our fingertips as soon as the call comes in,” explained the Senior Vice President.
The result: faster, more efficient calls and improved customer experience. Agents provided positive feedback, noting that conversations became easier and more consistent.
The Partnership: A Technical Dream Team
“I enjoy working with the AMC technical team because they’re so helpful and knowledgeable — and that’s not always the case when managing multiple systems,” shared the Application Engineering Manager. “The technical resources were a true benefit.”
When asked if there was anything else AMC could do for them, the Senior Vice President replied, “We just wish we had DaVinci in more of our branches.”
The manager concluded simply:
“I love your product.”