Banner Bank
Technology solutions support rapid growth while ensuring superior customer service
- Country: United States Of America
- Industry: Finance & Insurance
- Solution: Connected Solutions and Devices
Headquartered in Walla Walla, Washington, Banner Bank is the oldest chartered commercial bank in Washington State, conducting business across 186 locations in Washington, Oregon, California, and Idaho. Banner Bank is a community bank that offers a wide variety of commercial banking services and financial products to individuals and small and medium-sized businesses and their employees in its primary market area.
Challenges
On any given day, financial institutions are challenged with being responsive, responsible, and reliable. That means they must:
- Efficiently manage customer phone inquiries across all branches
- Provide intra-company communications for enhanced productivity
- Reduce operations costs through improved telecommunication systems availability, reliability, and serviceability
- Enable business-wide visibility of emergencies in real-time
In 2020, the global pandemic introduced additional challenges, forcing organizations to rapidly transition employees to work from home while maintaining excellent customer service. For Banner Bank, that meant getting 200 agents up and running as quickly as possible.
Action
As an ongoing partner, Alcatel-Lucent Enterprise delivered the growing Banner Bank organization a complete, integrated solution including all network elements and support, from one vendor.
- OpenTouch MultiMedia Services delivers conferencing collaboration features to increase productivity across all jobs
- Upgrades and licensing easy and seamless
- Alcatel-Lucent OmniVista® 8770 Network Management System (NMS) central management saves time, money
- ALE Professional Services team ensures Banner Bank has everything to get the job done
Results
Technical benefits:
- Single, integrated system improved customer service connecting customers with the right employee every time
- ALE solution offers a safer working environment enabled by E-911 support
- Provides increased system availability and drastically reduces repair times for outages
Financial benefits:
- Least cost routing feature delivered immediate savings in long distance calling
- Long distance costs reduced by approximately 60 percent
User experience benefits:
- Increased productivity from direct calling between employees at all branches, between branches and head office, and between all employees and customers
- Employees were able to move to remote from home working easily because of system’s flexibility
Products & Solutions
Products
- Alcatel-Lucent OmniPCX Enterprise Communication Server
- OpenTouch Customer Service
- OpenTouch MultiMedia Services
- Alcatel-Lucent OmniPCX Record Suite
- Alcatel-Lucent Premium Desk Phones 8068s
- Alcatel-Lucent OmniVista 8770 NMS
- Alcatel-Lucent Emergency Notification Server (ENS)
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Banner Bank's Success Story - Contact Center Project
DownloadThanks to its new communications solution, Banner Bank was able to manage unusually heavy call traffic at its call center and improve consistency across sites.