It is an investment that pays off – not only in better customer service supporting the individual employees, but also financially

Bjørn Klepsch, IP Architect at Saxo Bank

We were very satisfied with our existing collaboration with Zylinc – so when having to look for new solutions, the choice was obviously Zylinc, says IP Architect in Saxo Bank, Bjørn Bo Klepsch. He is responsible for implementing IP telephony in the company. Zylinc exactly covers the gaps we had in connection with our call center, namely calls received directly in our sales staff. Zylinc has been implemented in Saxo Bank’s branches worldwide and is currently used by approximately 300 employees across sales and sales training.

We needed a solution that could direct calls to the sales department’s number quickly and precisely.
The employees who know the customer’s current situation and needs must be the ones receiving the call, says Bjørn Klepsch. It’s a system that also can be integrated with our CRM system so that the employee has the customer’s data on screen before answering the call. If there is an investor interested in a certain type of shares, the real-time prices of these shares are automatically called up. If it is a customer who has previously contacted the bank with a question, the sales employee can immediately see what was involved and who previously took care of the task. It is thus possible to draw on both internal and external resources.

This means of course a much better service for the customers which is aimed specifically at them and their needs. Customers now reach the right person faster and do not have to provide account numbers and other details to be served. The sales employee can immediately help the customer when knowing the details about the customer and does not have to spend time asking about something the bank already knows.

With Zylinc, we got the exact solution we need both now and in the long term. All calls to a certain number are recognized and sent via an URL to our Microsoft CRM database. Here, the system looks up the customer, finds the person’s advisor and presents the relevant information on the employee’s screen before the call is even answered. This way, the employee knows who he or she is talking to and has an overview of the information he needs to be able to give the customer the best advice and guidance.

We had a good dialogue with Zylinc throughout the process and are very satisfied with both the advice we received from them and the final result

Bjørn Klepsch, IP Architect at Saxo Bank

We have different types of customers and investors, each with their own specific needs. It is therefore important that the sales employee knows the customer and has all information at hand when starting the conversation. In addition to retrieving information from the database, Zylinc also enables data collection from the call, e.g. start and end, duration of the conversation, subject, etc. It is also possible to blacklist e.g. local calls or forward unknown calls directly to the bank’s call center.

If Zylinc does not recognize the number, the employee can quickly register that person in the system as a new or potential customer depending on the circumstances.

That is an intelligent way of handling calls – says Bjørn Klepsch.

Based on the customer’s number, the conversation can be directed to the right sales representative who can provide the optimal service because all the data is available right on the screen. Saxo Bank has great experiences with the system.

”We had a good dialogue with Zylinc throughout the process and are very satisfied with both the advice we received from them and the final result” – says Bjørn Klepsch.

The system is seamlessly integrated with Microsoft CRM and works flawlessly. It is an investment that pays off – not only in better customer service supporting the individual employees, but also financially.

Happy and content customers and great customer service is all or nothing for a bank, so it is imperative that out employees have the best tools at hand. With Zylinc, they do says Bjørn Klepsch.