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.
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
- The project ultimately involved centralizing positions to allow for better member service through phone, email, live chat, and in person. By centralizing record keeping within a CRM software, we empowered employees to know the customers better and thereby created a more personalized and uncomplicated customer experience.
