Straightforward processes improve service
Sparebanken Vest decided to create a centralized back office team and implement standardized, automated processes to improve its operational efficiency and customer service.
In the bank’s new centralized back-office team, the introduction of automated processes has contributed to a reduction in staff, leading to cost savings. All processes are automated and standardized, making them far more straightforward for new members of staff.
Front-office employees, working in branches, can now spend more time with customers, delivering a more personal service and having added opportunities to sell financial products.
“We are now able to serve customers and sell new products in a much more effective way,” said the team leader. “In the front office, employees are more efficient than before. Everyone focuses on the customer, and the customer gets what he wants in the time that was promised.”