Spar Nord Bank
How to Become A Personal Bank In A Digital World?
Spar Nord Bank’s main ambition is to become Denmark’s most personal bank. Spar Nord Bank is Denmark’s 5th largest bank with headquarters in Aalborg, with approximately 58 branches throughout the country. Spar Nord has always been at the forefront when it comes to direct communication with customers and as one of the first to publish employees’ direct numbers to customers back in 1995.
Spar Nord Bank – At The Forefront of The Digital Customer Journey
To ensure the personal customer experience!
The personal bank in a digital world – Spar Nord is a bank that strives to combine present personal advice and service with up-to-date and innovative digital offers.
In this video case, Kim Kirkeby, department manager for Spar Nord Bank Customer Service, business support and digital banking, tells a little about their digital journey.
“The solution has given us a number of benefits” Kim Kirkeby
Spar Nord Bank – A 360 Degree Customer Platform
Lytzen IT has merged telephony and the digital channels
Spar Nord Bank uses their 360-degree customer platform, Salesforce, in which Lytzen IT has integrated Cisco contact center solution.
In this way, Lytzen IT has merged Spar Nord Bank’s telephony and digital channels.
This provides the Bank’s Customer Center with a complete overview of their customers’ journeys.
“The solution has given us a number of advantages: First, we now have an omnichannel solution that is complete.
It provides far better opportunity for reporting and KPI management.
Next, reduction of turnaround time on each individual call.
Furthermore, the agent a far better overview and finally a far better personal experience. “Kim Kirkeby
“Based on the data that we have available, we can see that we have had an increase of 300% of incoming calls over the last 4 years ” Kim Kirkeby
All Customer Inquiries Are Processed In One Unified System
The Cisco Contact Center dives into the Salesforce database, and looks at the customer’s current situation. Then it performs skilled-based routing to ensure that the call is prioritized correctly and sent to the most competent agent.
Salesforce is at the front end for all customer inquiries and it is integrated with the bank’s Cisco Call Center, so that all inquiries, whether by email, chat or phone, show the customer’s activities, history and more.
Spar Nord Bank’s underlying IT infrastructure for communication is linked together so that incoming calls are validated against Salesforce data and prioritized in accordance with Spar Nord Bank’s strategy.
When presented to the agent, the person can see who the inquiry is from, previous activities and which queue the call belongs to. At the backend, a comprehensive KPI machine is provided, which provides an online picture of the situation right now as well as historical reports for follow-up on whether the service lives up to the strategy.
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