PenFinancial Credit Union

Customer care centre planning

PenFinancial Credit Union is a credit union offering a full range of banking, wealth management, and credit solutions. PenFinancial provides services to over 20,000 members in the Niagara and Haldimand regions of Ontario. PenFinancial has used dig’s consulting services on numerous occasions, most recently for a project in service optimization.

dig was engaged by PenFinancial on their project to improve the delivery and efficiency of their business processes and provide a superior customer experience through digital transformation.

What we did

Approach

One of the central pieces of this project was the design and implementation of a new customer care centre to help consolidate roles and streamline the customer experience. Our overall method in this project was to gather information, conduct stakeholder reviews, and review systems and analytics data and use all input to prepare optimal process flows and strategies.

Results

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