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Customer Service
Financial Institutions
Overview
Financial Services Institutions Cut Costs and Boost Productivity
Financial services institutions are cutting costs and improving communication by using WebEx WebOffice to collaborate with coworkers and securely share information online. WebOffice is a customizable suite of applications that offers optional SSL Data Encryption.
Case Studies
Danversbank, Danvers, Massachusetts
Danversbank is a one-billion dollar financial institution operating out of thirteen locations in Massachusetts. Danversbank uses WebEx WebOffice to facilitate secure online sharing of confidential financial documents with its Board of Directors and to improve knowledge management in its operations.
"In a typical week, about 75-80% of our 250 employees visit our WebOffice. They use it as both a work resource - accessing documents and other files - and a way to learn what’s happening around the bank,"
- Cheryl French, Manager of Corporate Communications.
General Mills Federal Credit Union, Minnetonka, Minnesota
General Mills Federal Credit Union (GMFCU) serves 20,000 customers with 65 employees in 5 states. GMFCU uses WebEx WebOffice to improve customer service, streamline interdepartmental communications and facilitate employee communications.
"We absolutely love the WebEx WebOffice Document Manager because it’s the definitive place where all our documents - policies, procedures, loan and savings rate sheets, etc. - are stored and its searchability is great,"
- Kathy Dahl, Marketing Specialist.
TEG Federal Credit Union, Poughkeepsie, New York
TEG Federal Credit Union is a member-owned, not-for-profit financial cooperative association in upstate New York. It uses WebEx WebOffice to update tellers and financial services representatives on new financial offerings, services, member specials, and fee schedules.
"We’re saving thousands in IT salary dollars per year with WebOffice, not only because we didn’t have to build a solution ourselves, but because we don’t have to hire a person to maintain it,"
- Joan Zazzaro, IT Manager.
World Family Financial, Keizer, Oregon
World Family Financial is a financial services firm. It uses WebEx WebOffice to manage its sales leads.
"One of WebEx WebOffice’s greatest assets is its ability to track and manage the progress of thousands of sales leads. We input new leads into our WebEx WebOffice databases daily and can distribute the information to our staff instantly.”
- Isaac Voss, CEO.
Best Practices
- Board of Directors Intranet
Share confidential financial files with board members at home. - Compliance Management
Keep employees up-to-date on federal, state and local banking regulations. - Online Training
Conduct compliance and operations training for branch offices. - Board of Directors Calendar
Post meetings, agendas, related documents. - Communicate with Investors
Present quarterly reports to investors. - Products/Services Information Library
Store and update information about all financial products and services. - Rate Change Announcement Board
Notify bank tellers and sales reps about rate changes, fee schedules and so on. - Customer Relationship Management
Track/manage progress of sales leads. - Federal Regulators Extranet
Make confidential reports available online anytime to federal regulators. - Equipment Inventory Database
Track internal equipment for reports for federal regulators. - FAQ Library
Post Frequently Asked Customer Questions and your Answers. - Online Employee Handbook
House the Employee Handbook and other HR documents for easy access. - Employee Communications
Post announcements, poll employees, and conduct discussions.
