Business Rationalization & Improvement
Mid-size Bank in Southeast US
Due to process improvements, the customer service department was able to spend more time servicing customers. The introduction of peak and part-time staffing mixes enabled the branch system to provide more tellers to service customers, which resulted in lower staffing costs and a reduction in customer wait time. Reorganization allowed the customer service area to continue to reduce the number of service representatives needed at the banking center, which enabled the bank to save $4.5 million annually.
The client now has the ability to continue to improve the bank’s operating procedures and to reap the benefits of expense reduction. The bank has more measurable criteria to aid management in discovering potential bottlenecks and improving customer service through the empowerment of bank personnel and the elimination of redundancies.