Standard Bank South Africa
Simply Serving the Customer

Handle over 40 million contact centre
customer interactions annual...
For a complete listing of our
                      products and services please
                      visit our website

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Case Study: Standard Bank South Africa


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The Challenge
ScottishPower operates in a highly complex, regulated and volatile industry. Over the last
20 years they have faced many challenges including privatisation, increased competition,
regulation and the emergence of new communication channels.

The Solution
Sword Ciboodle has been ScottishPower’s chosen technology and process delivery
partner since 1995, and has built a strong, long-term relationship through successful
implementations of business process improvements. Almost 10 years into a 6-sigma
programme, with over 100 black belts, ScottishPower adopts a process driven approach,
creating great synergy between both organisations. Sword Ciboodle was initially involved
in the consolidation of ScottishPower’s nine contact centres into one, and over the last 15
years has continued to enhance this operation. During this time, Sword Ciboodle has been
involved in over 25 projects across the business and implemented a range of solutions for
the contact centre and back office addressing process inefficiencies, waste and repetition.

Read on to find out more about Sword Ciboodle's solution.

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Case Study: Standard Bank South Africa

  1. 1. Standard Bank South Africa Simply Serving the Customer Handle over 40 million contact centre customer interactions annually The Challenge Benefits Faced with increased competition in the market place, SBSA needed a new CRM vision to revitalise their customer experience. Hindered by 23 disparate and costly contact centres, each with their own operating processes, management and technology, the bank was Reduced attrition rate in the contact struggling to provide first class customer experience. This was further intensified by a lack of centre saving £1.3 million a standard front-end, unstable contact management systems and agents having to traverse up to 18 applications in a single customer interaction. SBSA looked to develop a strategy Saved £16 million in operational which would move the bank from a product-centric to a customer-centric focus, transforming efficiency in just 24 months their customer experience and reducing customer churn. The Solution First call resolution improved across Sword Ciboodle was selected as the key component to support the customer experience all queries by 30% transformation strategy, known as project ‘Sapphire’. The strategic aim of this project was the consolidation of 23 disparate contact centres into one virtual operation, while Winner of Gartner CRM Excellence consolidating and standardising multiple lines of business into one operation and solutions Award 2008 platform. Sapphire provided the bank with a user friendly, process-driven unified agent desktop that reduced the number of applications from 18 to 1, and increased the agents ability to resolve multiple queries during a single transaction. By adopting a process-centric CRM system, Solution Highlights SBSA was able to optimise processes and increase efficiency and effectiveness, which directly improved the customer and agent experience. Users: 1600 The Results Channels: inbound and outbound Over the first 24 months, Sapphire had delivered an operational saving of £16 million. The phone, fax, inbound SMS and email new platform improved coaching and quality assurance capabilities, which in turn has reduced the dependency on agent training and lowered the attrition rate of staff, saving the bank approximately £1.3 million in Human Resource costs. Processes include: complaint management, balance enquiry, Customer experience, the main driver for the project, is now central to the bank’s customer statement requests service strategy. Empowered agents have all the information they require in one place, and as a result, first call resolution has improved across all queries by 30% and call transfers Integration: SAP BP, numerous core reduced by 20%. banking systems for card, homeloans SBSA’s processes are now customer-centric, and can be quickly adapted based on business and retail banking, Genesys, NICE, and market demands. Most importantly, supported by Sword Ciboodle’s flexibilty, SBSA now Gijima, RightFax and Exchange has a cutting edge weapon to improve and expand customer experience in the long term. “Sword Ciboodle has enabled us to stabilise our contact centre operations, provide a scalable platform for growth, improve customer satisfaction scores and reduce our cost to serve.” Marcel Hemmings, Business Sponsor Contact Centre Integration, SBSA
  2. 2. For a complete listing of our products and services please visit our website e ukEnG.CS.SBSA_08.09 © Sword Group 2009