Extraco Banks and Consulting Take SWARM Banking® Digital
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- LiveEngage platform
- Jack Henry Banking Online and Mobile banking solution
技术栈
- Live chat technology
- Mobile engagement channels
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 金融与保险
适用功能
- 销售与市场营销
- 商业运营
服务
- 培训
- 系统集成
关于客户
Extraco Banks is a financial institution headquartered in Waco, Texas. Founded in 1902, it is a member of the Federal Deposit Insurance Corporation (FDIC). The bank has assets exceeding $1 billion, operates 19 locations, and employs over 400 individuals. In 2011, Extraco Banks formed a subsidiary corporation, Extraco Consulting, with a focus on people, products, processes, and technology. The consulting firm utilizes a unique, patent-pending retail banking methodology called SWARM Banking®. This approach involves employees 'swarming' to where the customer traffic is and taking each customer through the entire banking experience without handing them off to a colleague.
挑战
Extraco Banks was faced with the challenge of mirroring the customer experience in bank lobbies online. They wanted to ensure ease of implementation and ongoing management of their digital engagement platform. Protecting customer interactions and data was a top priority. The bank also wanted to integrate their digital engagement platform with their existing Jack Henry Banking Online and Mobile solutions platform. The bank's unique SWARM Banking® methodology, which involves employees 'swarming' to where the traffic is and taking each customer through the entire banking experience without handing them off to a colleague, presented additional challenges for digital implementation.
解决方案
Extraco Banks implemented the LiveEngage platform for live chat, integrated with their existing Jack Henry Banking Online and Mobile banking solution. The bank started with two concurrent live chat agents using the LivePerson platform. The initial results were promising, leading to the addition of three more concurrent agents in 2012 and another in early 2013 for a total of six. The bank also integrated mobile live chat using LivePerson’s LiveEngage platform in early 2013. The integration between LivePerson and the Jack Henry Banking platform enables Extraco Banks’ agents to have more information at their fingertips while delivering a more seamless experience for their customers.
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