To grow by expansion of client portfolios through superior service
Done.
Unisys Customer Contact Solutions
 |
 |
Unisys & Westernbank (.WMV, 1:59) |
Using Technology Strategically
Westernbank, Puerto Rico, is one of the largest commercial banks on the island, with over US $2 billion in assets. The Bank provides standard consumer and business banking services at 36 branches, with nine more branches in development. Westernbank has adopted a strategy of using technology to enhance its growth and increase operational efficiency.
Frank Stipes, chairman, president and CEO of Westernbank, emphasizes the Bank's current position: "In the past two and a half years, we've doubled the size of the Bank – not by acquisition or consolidation, but through a natural expansion of our new client portfolios." Stipes continues: "Westernbank represents the new culture in banking. Our differentiator is that we are totally people driven and constantly striving to optimize our efficiency."
Westernbank's primary objective is to be the best by anticipating and satisfying customer needs. It was therefore vital that the Bank's retail delivery system could support rapid and efficient service, speedy adoption of new products, and access to a growing selection of secure channels through which to attract and conduct new business.
Choosing Unisys
The Bank conducted an intensive global evaluation of available systems and providers. They chose Unisys Customer Contact Solutions because of their ability to support Westernbank's customer-centric culture, support multiple channels, and flexibly adapt to change. Unisys Transaction Manager is the engine for delivering secure financial information between the customer and core financial systems via any channel. Unisys Relationship Manager is the CRM component, delivering the tools to provide consistent sales and service across all channels.
Hector Vazquez, the Bank's Data Processing Manager, states: "Transaction Manager's integration with Windows NT was very fundamental for us. The fact that it could offer our users the same common user interface for all areas in the Bank was a key aspect of our decision making. This fundamental integration makes it simpler to develop a product, and also for the users to interact with that product."
Vazquez expands on the solution: "One of Relationship Manager's most important aspects is that it allows our agents to recognize the specific needs of our individual customers. Not only does it give our agents all the information related to our customers, but it also highlights where we can accommodate their needs most effectively and provide detail on new products or campaigns that are relevant to that customer. The Bank can therefore use Relationship Manager to attend to different types of customers with the highest possible level of individual service."
The changes are clear
Stipes reviews how the solution supports the Bank's objective to open up new channels of business to their customer base: "We have just installed a new call center using Customer Contact Solutions and are currently investigating additional service alternatives. We know that the solution will adapt, problem-free, to a spectrum of new services, because it was designed with exactly this kind of growth in mind."
In terms of bringing new products into customer use, Westernbank has found Transaction Manager invaluable. As Vazquez explains: "Incorporating new products into the Bank's business portfolio is very easy and very fast because most of the operating system and code, written for other transactions, can be easily re-used and adopted."
Vazquez agrees: "Because the solution is easy-to-use across the board by staff in different departments, it simplified employee deployment. This is because information is presented in a common form and a common environment."
So, what effect has the solution had on the Bank's bottom line? Vazquez highlights some benefits: "We've improved service levels by approximately 60% and have cut training costs in half. Also, our transactions are being processed about 60% faster than before."
