Sydbank
Searchable overview to easily transfer incoming inquiries to the right person.
Provided with flexibility in relation to using free seating from the Zylinc solution, so employees are not tied to a particular physical phone.
100,000
INCOMING CALLS
Received monthly across different branches.
15 %
MORE INQUIRIES
During lockdown in 2020, where digitalizing presence was needed.
2,200
EMPLOYEES
Distributed on approximately 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 a 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 service level or waiting time.
The Solution
Zylinc has helped Sydbank to effectively get a searchable overview and to easily be able to transfer incoming inquiries to the right person.
The overview includes the customer’s history and their most recent inquiries. With Zylinc, Sydbank has also achieved flexibility in terms of free seating, so employees are not tied to a particular physical phone.
Zylinc places incoming calls in one queue per location where all users have access. If a call is queued for customer service in one branch, Zylinc makes it easy for other customer service departments to help, thereby serving customers with no unnecessary waiting time.
About
Sydbank
Sydbank is Denmark’s fourth largest financial institution with a branch network that covers most of Denmark. Head officed in Aabenraa in Southern Denmark, Sydbank has approximately 60 branches and offices across the country and more than 2,000 employees.
When part of the employees now work from home, it has been extremely important to have an overview of all employees’ status and availability.
Joan Mai, Customer Service Manager at Sydbank, explains how Zylinc has provided a solution that aligns 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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