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 collaboration with Zylinc – so when looking for new solutions, the choice was obviously Zylinc,” says IP Architect in Saxo Bank Bjørn Bo Klepsch who responsible for implementing IP telephony in the company. “Zylinc covers exactly 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 in sales and for sales training.

“We needed a solution that could direct calls to the sales department’s number quickly and directly to
the employees who know the customer’s current situation and needs. Also, we needed a solution that could be integrated with our CRM system so that the employee has customer data on screen before answering the call,” says Bjørn Klepsch.

If, for instance, an investor calls who is interested in a certain type of shares, the real-time prices of these shares automatically shows. If it is a customer who has previously contacted the bank with a question, the sales employee can immediately see what the previous conversation was about and who took care of the task. It is thus possible to draw on both internal and external resources.

For the customers. this means of course means much better service aimed specifically at them and their needs. Customers now get to speak to the right person quicker without having to provide account numbers and other details. The sales employee can help the customer immediately and does not have to spend time asking questions, the bank already knows the answers to.

“With Zylinc, we have exactly the solution we need – both for 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 advisor’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 all information needed to be able to provide the customer with the best advice and guidance.

We had a good dialogue with Zylinc throughout the process and are very satisfied with the advice we received as well as 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 collects call data, e.g. when a call starts and ends, duration of the call, subject of conversation, etc. It is also possible to blacklist for instance 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 telephone number, the conversation can be directed to the right sales employee who then can provide the best possible service – because all data is available right on the screen. Saxo Bank has positive experiences with the system.

”We had a good dialogue with Zylinc throughout the process and are very satisfied with the advice we received as well as 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 and in supporting the individual employee, but also financially. How much is too soon to say, though.

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.