Sydbank
Searchable overview, transfers incoming inquiries to the right person with ease.
Provided with flexibility in relation to using free seating function from the Zylinc solution, and thus employees are not tied to a particular physical phone.
100.000
INCOMING CALLS
Received monthly throughtout different branches.
15%
MORE INQUIRIES
During lockdown in 2020, where digitalizing presence was needed.
2.200
EMPLOYEES
Distributed on ca. 60 branches in Denmark.
The Challenge
- New types of functions, demand for other types of service than just being able to answer a call.
- Aim to be available and that the first employee the customer speaks to must be able to solve the customer’s needs.
- Need for flexible workstations, among other things in relation to working from home without compromising on treatment and waiting time.
The Solution
Zylinc has helped Sydbank to effectively get a searchable overview, and to be able to transfer incoming inquiries to the right person with ease.
The overview also applies to the customer’s history, as well as the customer’s most recent inquiries. With the solution, Sydbank has also achieved flexibility in relation to using the free seating function from the Zylinc solution, and thus employees are not tied to a particular physical phone.
Zylinc places incoming calls in one queue per location where all users have access, therefore if a call is queued at customer service in one place, the Zylinc solution makes it very easy for the other customer service departments to help, thereby serving customers without unnecessary waiting time.
About
Sydbank
Sydbank is Denmark’s fourth largest financial institution with a branch network that covers most of Denmark. With its head office in the southern Danish town of Aabenraa, Sydbank has approx. 60 branches spread over most of the country. Sydbank has more than 2,000 employees.
Sydbank has offices and branches all over the country, but when part of the employees now work from home,
it had been extremely important to have an overview of the employees’ status and availability
Joan Mai, Customer service manager at Sydbank explains how Zylinc has provided a solution that alligns with the company’s strategy regarding costumer service.
“With the help of the Zylinc Service Center, we can both deliver good customer service and use our internal resources properly.
Customer service is a strategic focus area for Sydbank, and the Zylinc Service Center makes it possible to act in relation to the strategy”
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