Case Study: First Tennessee Bank Delivering Exceptional Customer Service
Case Study: First Tennessee Bank Delivering Exceptional Customer Service
Case Study: First Tennessee Bank Delivering Exceptional Customer Service
Summary
The First Tennessee Bank Customer Contact Center Desktop (CCCD)
provides a unified desktop for contact center employees for high usage
customer service functions. The primary goal of this project was to
leverage existing applications to deliver a smart desktop to improve
customer and employee experience. The CCCD integrates 45 disparate
applications and automates processes in a unified intelligent desktop.
The improved desktop provides shorter new hire training, increased
Winner of a 2015 CIO Impact Award employee productivity and cost savings using existing business systems.
Most importantly, the CCCD has improved the service experience for
First Tennessee Bank’s customers.
Background
First Tennessee Bank National First Horizon has been recognized as Prior to implementing the new
Association (FTN) is a subsidiary of one of the nation’s best employers by Customer Contact Center Desktop each
First Horizon National Corporation. Working Mother and American Banker new employee had to develop expertise
The 4,200 employees of First Horizon magazines. on all the applications before they could
National Corporation provide financial begin servicing customers. Once they
services through more than 170 First completed training and were taking live
Tennessee Bank locations in and calls, employees had to copy and paste
around Tennessee and 27 FTN Financial data and navigate multiple screens,
offices in the U.S. and abroad. The including several 3270-based applica-
company was founded in 1864 and has tions to service credit card accounts
the 14th oldest national bank charter and loans. The screen flow was manual
in the country. First Tennessee has and cumbersome resulting in incorrect
The Bank needed a solution that would
the leading combined market share in simplify the desktop, leveraging their data entry, human error and loss of cus-
those counties where it does business, existing technology investments while tomer satisfaction. Each employee was
focusing on improving the customer and
and FTN Financial is a capital markets spending several minutes logging on to
employee experience.
industry leader in fixed income sales, each business system at the beginning
trading and strategies for institutional of each day and after any application
customers in the U.S. and abroad. timed out.
Challenge employees
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Solution
First Tennessee Bank selected Cicero The Bank chose Cicero to achieve
software to provide intelligent unified specific performance goals “…
desktop solutions for their customer improved customer experience and
service operations and throughout simplified business processes through
their enterprise. Leveraging existing increased employee productivity
applications, the new solution captures and effectiveness.” Cicero’s primary
desktop activities, automates processes, purpose is to move data between
provides user guidance, and displays applications and control process flows
composite views of information to across applications without having
improve user productivity. In addition, to modify the existing applications in
contact centers have had excessive any way. The Bank is using the new
staffing turnover rates. The new solution to automate processes and
desktop solution has greatly reduced integrate applications with a variety of
employee training, allowing for faster applications including Windows, web,
new employee ramp-up and lower Java, and mainframe applications such
employee turnover. as 3270 or console applications.
Results
The initial deployment of the Customer Contact Center New Hire Training
Desktop consolidated 25 applications into a single desktop Time Reduced by
solution. The most significant improvement created by
the Customer Contact Center Desktop was with employee
training, which was reduced by 75%. Today’s Customer
75%
Contact Center Desktop incorporates 45 applications and
includes several new automated processes.
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Focus on Employee Effort, Process Analytics &
Automation
Improve the Customer Experience
Cicero provides process analytics
and automation software for the
contact center and back-office. For
more than 15 years we have helped
Fortune 500 companies understand
how and why work happens
and thereby streamline routine
employee tasks, typically reducing
costs by 20% while significantly
improving the customer experience.
919.380.5000
WWW.CICEROINC.COM
Benefits
First Tennessee Bank is realizing benefits across various contact center
groups. Overall the project:
»» Eliminates the need to rip and replace applications Cicero provides a higher
»» Integrates 45 applications from disparate platforms degree of automation,
»» Automates processes and automates workflow
enabling employees
»» Improves the customer experience
»» Increases employee productivity to focus more on the
»» Reduces redundant, manual, and repetitive tasks customer’s needs and less
»» Reduces employee training time by 75% and increases retention
on the complicated tasks
»» Increases quality assurance scores
»» Improves alignment of contact center and enterprise goals involved in meeting those
»» Empowers contact center with agility to respond to business needs needs.
»» Decreases dependence on overburdened IT resources
»» Provides a single and consistent view of the customer