Case Study: Beyond Bank Elevates Call Center Performance and Digital Capabilities

Beyond Bank has made remarkable improvements in its call center operations and digital capabilities, achieving a noteworthy customer satisfaction rate of 92 percent. This impressive uplift in customer experience is the result of the bank's strategic decision to transition its contact center from a legacy on-premises solution to the more advanced Genesys Cloud platform.

Brent Alexander, the national manager for Beyond Bank’s call center, explained that the previous system had not been updated for quite some time, leading to functionality and service limitations that failed to meet customer expectations. Recognizing this gap, the bank undertook a comprehensive review of its operations, ultimately concluding that it was essential to implement a new platform capable of enhancing the customer experience significantly. Alexander emphasized the importance of being a customer-focused organization and stated that the outdated system was not aligned with the high standards they aimed to uphold.

The transition to the Genesys Cloud platform has yielded numerous benefits for Beyond Bank. Alexander noted that this new system offers greater functionality, enabling the bank to roll out new features regularly, which is vital for keeping pace with evolving customer needs. The weekly updates provided by the cloud-based solution allow the bank to implement changes quickly and efficiently, ensuring that they remain competitive in the financial services sector. The ease of activation—where features can be turned on simply by ticking a box—has been particularly appealing for the bank's operational efficiency.

In addition to enhancing customer satisfaction, the upgrade has also led to significant operational improvements. The bank has successfully reduced call handling times by an average of 30 seconds, allowing agents to address customer inquiries more promptly. Furthermore, training time for new agents has decreased by 50 percent, streamlining the onboarding process and enabling new hires to become effective contributors to the team much faster.

The transition to a cloud-based system has proven to be a financially sound decision for Beyond Bank, particularly with its adoption of the Genesys Cloud platform. The maintenance costs associated with this new system are significantly lower than those of the legacy on-premises solution. One of the key advantages is the elimination of ongoing hardware replacements and upgrades, which were not only costly but also time-consuming.

This shift results in considerable cost savings for the bank, allowing for more efficient allocation of resources. With the reduction in maintenance expenses, Beyond Bank can redirect these funds toward further enhancing customer service initiatives and investing in other critical areas of its operations. This could include staff training, advanced technology integration, and the development of new financial products or services tailored to meet customer demands.

Overall, the move to the Genesys Cloud platform not only improves operational efficiency but also positions Beyond Bank to enhance its service offerings, ultimately leading to a more satisfied customer base and a stronger competitive edge in the financial services market.

Beyond Bank's commitment to leveraging advanced technology and prioritizing customer experience underscores its dedication to leadership in the financial services industry. By adopting innovative solutions and continually seeking enhancements in service delivery, the bank is strategically positioned to meet the evolving needs of its customers. This proactive approach not only addresses immediate customer concerns but also fosters long-term loyalty and satisfaction, ensuring that Beyond Bank remains competitive and relevant in a rapidly changing marketplace. As the bank continues to invest in cutting-edge technology and refine its operations, it sets a strong foundation for future growth and success, reinforcing its status as a trusted partner for customers.