One of the Nation’s Largest Commercial Banks Improves Customer Response and Eliminates Manual Account Opening Processes Using Dialogue
Exstream Software, Inc. announced that SunTrust, one of the largest commercial banking organizations in the U.S., is using its Dialogue enterprise personalization software to produce clearer, fully relevant welcome packets for customers opening new accounts. SunTrust Online, the Bank’s premier Customer Contact Center, opens more than 4,000 checking, savings and money market accounts each month for customers that initiate requests over the phone or the Internet. Using Dialogue to streamline the process and respond with personalized account-opening materials, the Bank reports significantly improved customer response, accuracy, and elimination of time-consuming manual processes.
SunTrust initially selected Dialogue because of its ease of use, breadth of functionality for creating high quality variable communications of all types, and ability to streamline complex document creation processes by directly and simultaneously integrating with any type of data source or system. For the personalized account-opening application, sales representatives capture relevant details during the phone call with customers, which is fed to Dialogue from their desktop system to create the easy-to-understand, relevant welcome packets. The process is fully automated for requests that come in over the web.
“Dialogue integrated seamlessly with our back-end systems, allowing us to eliminate a manual function that involved merging and matching customer documents,” said Debbie Gardner, manager of SunTrust Online Operations Support. “This has reduced the possibility of errors associated with labor-intensive administrative tasks. It also frees our representatives to do what they enjoy most—work with the customers. Additionally, due to the fact that Dialogue creates documents that are personalized and easier to understand, the accuracy of account-opening applications returned to us is significantly higher. This makes it possible to activate accounts faster for our customers.”
“Dialogue’s breadth and depth supports an enterprise’s efforts to improve the customer experience,” said Brent Burns, vice president of Exstream’s financial services practice. “SunTrust is an organization that understands the need to make the banking experience more efficient and flexible in order to drive acquisition and improve customer satisfaction. We are pleased Dialogue is giving SunTrust the ability to meet these goals.”
SunTrust Banks, Inc.:
SunTrust Banks, Inc., headquartered in Atlanta, is one of the nation's largest banking organizations, serving a broad range of consumer, commercial, corporate and institutional clients. As of June 30, 2006, SunTrust had total assets of $181.1 billion and total deposits of $124.9 billion. The Company operates an extensive branch and ATM network throughout the high-growth Southeast and Mid-Atlantic states and a full array of technology-based, 24-hour delivery channels. The Company also serves customers in selected markets nationally. Its primary businesses include deposit, credit, trust and investment services. Through various subsidiaries the Company provides credit cards, mortgage banking, insurance, brokerage, equipment leasing and capital markets services. SunTrust’s Internet address is suntrust.com.
About Exstream Software:
Ranked among the world’s fastest growing technology companies, Exstream Software provides enterprise software for businesses around the world to streamline document creation processes and produce higher quality, relevant communications of all types for delivery through print/mail and online channels. Companies in the financial services, insurance, service provider, telecommunications, utilities, hospitality, retail, government and other industries benefit by getting communications to market as much as 85 percent faster, reducing document production costs up to 80 percent, and as much as tripling customer response.
For more information about Exstream Software and its market-leading Dialogue enterprise personalization software, visit www.exstream.com, or contact Exstream at 859-296-0600 or info@exstream.com.