Consona Customer Management is the single source of truth for all customer information across ASB Bank’s business areas.
Indianapolis, IN (Vocus) December 3, 2009
Consona Corporation (Consona), a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes, today announced the success story of long-time Consona New Zealand’s customer - ASB Bank. The study highlights ASB’s successes and excellence in customer support with Consona Customer Management as one of its core business application.
Access the case study now at: http://www.consona.com/Content/CRM/CaseStudies/asb-bank-casestudy.pdf, or read below for further details on the contents of this paper.
Since opening as Auckland Savings Bank in 1847, ASB has made it a priority to harness the most current technology to initiate many “firsts” for New Zealand’s personal, business, rural and insurance customers. Some of these firsts include the country’s first internet banking service, online and phone-based high interest savings, enhanced identification controls for increased customer security, and a virtual wallet for making and receiving payments online (pago). Consona Enterprise CRM has been supporting many of these customer experience management initiatives, with their technology over many years.
“Consona Customer Management is the single source of truth for all customer information across ASB Bank’s business areas,” said Greg Lister, CRM programme manager for ASB. In fact, as the central CRM application, Consona Customer Management interfaces to dozens of other systems throughout the bank’s operations. “It maintains the single view of all recorded or diarised customer contacts and history. Every time a customer touches ASB, Consona Customer Management provides a record of all previous contacts so that the ASB staff member can quickly assess the customer’s situation and needs,” he explained.
ASB has leveraged Consona Customer Management to support expansion of both services and transaction volume of business in recent years. The system assists more than 3000 staff users and 400 call centre operators who track more than one million active customers, 2500 front line staff at 140 branch offices and 20 business insurance and rural banking centres which all rely on the CCM. It also helps ASB pursue marketing activities, as the system triggers representatives to contact customers when relevant opportunities are flagged.
As system functionality and breadth, as well as transaction volumes have increased, ASB has kept a careful watch on system capacity, making sure there is enough power on hand to deliver a fast response. And, while the transaction levels in the branches have decreased, overall engagements with customers have increased.
Through ASB’s unique focus on customer service, they have been able to utilise the benefits provided through the Consona Customer Management system and deliver the following results:
- Regularly rated as the number one major bank for customer service in New Zealand.
- Growth in bank business without equivalent expansion of staff numbers.
- A single, unified view of customer relationships and all recorded activities is available to service representatives to enhance every customer experience.
- Significantly reduced processing turnaround time for loan, credit card and insurance applications.
- Marketing lead generation and support are integrated with customer relationships and activities.
“Consona Customer Management is the centre of technology for our customer service approach,” said Lister. As the bank continues to grow, future projects will expand processing capabilities further into the commercial areas of the Bank’s business and also extend online origination capabilities. “While it’s a mature system, well embedded into the culture of ASB, we continue to explore further, opportunities to extend the reach of the system and develop even more convenience for our customers.”
“We’re pleased to offer this success story to our customers and prospects as a testimony to the difference a Consona solution can make for an organization that is dedicated to providing excellent customer service using top-of-the-line technology,” said Tom Millay, general manager of Consona CRM. “With Consona at the core of the technology for business for more than ten years, ASB Bank has enjoyed significant growth and exceptional customer satisfaction rates, and is today empowered to weather economic ups and downs with grace by continuing to focus on their customers’ and their interests.”
About ASB Bank
ASB Bank was established as Auckland Savings Bank, New Zealand's first savings bank, in 1847. In the 162 years since that time, the bank has expanded to more than 135 branches nationwide, with a million personal, business and rural customers. ASB’s vision is to be world class for customers, colleagues and community. They have been consistently at the top of customer service for retail banking, and remain dedicated to the bank’s founding mission to serve its community, to grow and to help its people grow with it. For more information, please visit https://www.asb.co.nz/.
About Consona Corporation
Consona Corporation is a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes. Consona is dedicated to becoming a valued business partner by helping each and every customer continuously improve business processes over time. Toward this mission, Consona invests in the people, processes, technology and tools needed to provide its customers with a unique combination of customer care; product fit; a broad range of consulting, IT and business services; and industry expertise. Consona serves more than 4,500 customers worldwide and across a variety of industries, including manufacturing, distribution, financial services, health care, high tech, and local government. Battery Ventures and Thoma Bravo jointly own Consona. For further information, visit http://www.consona.com, e-mail info(at)consona(dot)com, or call (888) 8 CONSONA.
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