As a financial services organization operating 15 nationally chartered banks throughout Illinois and Wisconsin, Wintrust was looking for a better way for its call center to deliver the community bank experience that is the foundation of its business. With disconnected systems and data processes, it needed a solution that could deliver fast access to a unified view of customer accounts to respond to calls efficiently and effectively. With FIS Code Connect, Wintrust provides the personal service customers expect from a local branch while decreasing call handle time and increasing savings on cost per call.
At a Glance
OBJECTIVETo strengthen customer relationships and discover operational efficiencies with improved data access.
RESULTSWintrust needed the support of a platform that could help it readily view accounts across its 15 banks, seamlessly connecting them to the vital information for every customer relationship. Leveraging the connectivity of FIS Code Connect, Wintrust was able to create a 360-degree view of customer data and serve its customers more efficiently.
With better data visibility, Wintrust has improved its customers’ call center experience while increasing the efficiency of the call center team. The results include operational savings per call while providing customers with the local branch level of care they’ve come to expect from Wintrust.
We were able to see the accounts across multiple charters. It really helped us with the whole community bank approach that we have.”
We are able to assist our customers faster.”
We’re able to use Code Connect to reach back into the core and pull out all of the necessary data. We can help our contact center reps service the customer more efficiently and faster.”
FIS and Wintrust continue to work together to identify new ways for the bank to attract and retain the next generation of banking customers and to win market share away from larger competitors.