Technology solutions support rapid growth while ensuring superior customer service

  • Country: United States Of America
  • Industry: Finance & Insurance
  • Solution: Business Telephony

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.

Banner Bank logo
Banner bank - image
Alcatel-Lucent Enterprise provides leading- edge and easy-to-use solutions. Callers to any branch can easily connect with a live agent, employees can manage and route calls based on specific needs, operations and maintenance costs are lower, and we can easily expand and upgrade the network to support daily operational changes.

Jeff Reynolds, Assistant Vice-President Telecom Engineer IV, Banner Bank

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.

Products & Solutions
Benefits

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
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