Delivering superior customer experience through continuous innovation

Beyond Bank is one of the largest customer-owned banks in Australia, serving over 240,000 customers in the country. Beyond Bank is guided by the belief that employees are key to delivering superior customer experience. It prioritises the need for agile contact centre operations to adequately serve evolving customer and employee expectations while ensuring business continuity in today’s volatile global environment.

Modernising the contact centre platform

To deliver best-in-class customer experience, Beyond Bank set out to modernise its legacy on-premises contact centre platform. The previous platform was difficult to update and customise at the speed of innovation that customers demanded. Beyond Bank sought to empower employees with an agile platform to satisfy customers’ expectations for seamless multichannel support.

Rather than investing heavily to upgrade its legacy system, Beyond Bank chose the all-in-one Genesys Cloud solution to enhance customer service delivery. “Genesys aligns closely with our belief that viewing everything through the customer lens is key to delivering differentiated experiences. Today, that requires continual innovation, which is exactly what Genesys Cloud helps us achieve through its robust capabilities and continuous release of new features and enhancements,” said Brent Alexander, National Manager, Customer Relationship Centre at Beyond Bank Australia.

“Having had very little innovation in the contact centre platform over the past 10 years, new updates released every single week in Genesys Cloud is one of the key features for us. In a world where resources are limited and stretched, the fact that it’s all automated through the Genesys platform is great,” added Alexander.

“The final thing that got us over the line to choose Genesys was the relationship formed through the tender process. Genesys really invested in our success. It’s not just set it and forget it.”

Enhancing the employee experience

Moving to Genesys Cloud proved to be swift and smooth for Beyond Bank. While there was a natural apprehension to change among employees at first — given their varying technology competence levels — the single intuitive interface of the Genesys solution made it easy for staff to transition to the platform. This reduced the planned training period in half. Offering seamless integration with its CRM system, the robust cloud platform gives agents the information they need on a unified system for end-to-end visibility of the customer journey.

For a shift that would typically take six months to realise similar benefits, Beyond Bank recorded a 30-second reduction in call times overnight with the cloud-enabled solution.

Before migrating to the Genesys Cloud solution, Beyond Bank struggled to optimise workforce productivity and staff scheduling to align with call volume and customer demands. The Genesys Cloud Workforce Engagement Management tool equips Beyond Bank agents with a complete suite of capabilities for more accurate call forecasting, staff scheduling and actionable analytics to optimise workforce performance.

Providing employees with the flexibility to work-from-home without compromising security and compliance regulations has been a long-term vision of Beyond Bank. When the COVID-19 crisis hit, it had to execute on this vision two years earlier than planned.

“The speed at which we’ve been able to shift employees from onsite to remote working has seen improvements in their productivity and happiness, which wouldn’t have been possible on our old system,” said Alexander.

Genesys Cloud has allowed Beyond Bank to realise its priorities for broader geographic coverage, employee diversity and workforce flexibility. “You can’t have great relationships with your customers and provide great customer service unless your staff is happy. Staff wellbeing is key,” he added.

Increasing functionalities for uniform customer experiences

For Beyond Bank, call wait times are one of the main parameters that influence customer satisfaction (CSAT) scores. Introducing announced wait times and call back features have been crucial in enhancing customer satisfaction.

“As soon as we implemented call wait time notifications, we could see the impact it had on customer experience. It’s got to a point where CSAT scores don’t decline, even with longer than expected wait times, because customers are empowered with information about the wait time and can choose whether to wait or call back later. With Genesys Cloud, Beyond Bank has improved its CSAT score from 89% to 92% – demonstrating higher satisfaction levels across all five metrics,” said Alexander.

Creating quality customer experiences involves providing prompt and accurate problem resolution. It also means gauging the appropriate tone and words to trigger positive responses. Beyond Bank is looking to take this a step further and are currently investigating how automation, voice analytics and biometrics features that are available in Genesys Cloud will allow it to further deliver seamless experiences while building a high level of trust and security with customers.

Voice biometrics reduces the call time by automatically verifying the customer identity. While voice analytics and automation route customers to the area most suited to their query and agents gain quick insights into customer pain points for meaningful interactions.

“As we continue to adapt and evolve with Genesys Cloud, this shows our customers that Beyond Bank isn’t resting on our laurels. We are continuing to innovate and give our customers new ways to interact with us,” concluded Alexander.

With the all-in-one Genesys Cloud solution, Beyond Bank can continuously drive improvements in its contact centre platform, boost employee productivity and deliver better customer experiences.