Effective Banking Technical Support: Lessons from BMO
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Discover how BMO achieved a 98.4% customer satisfaction rate through strategic technical support during a major system migration.
Understanding the Challenge: BMO's Acquisition of Bank of the West
The BMO embarked on a critical project following its acquisition of Bank of the West. The objective was to smoothly transition Bank of the West’s clients to BMO’s remote deposit capture (RDC) system. This involved replacing incompatible scanners, scheduling installations, and ensuring that users were adequately trained on the new scanner and new system. The project commenced in May 2023 and concluded successfully by the end of October 2023.
Overcoming Compatibility Issues and Data Gaps
The project presented several challenges across its 6-month duration. Many of Bank of the West’s scanners were incompatible with BMO’s RDC system, necessitating replacements. Additionally, incomplete data on scanner inventory, administrative rights, and user details posed significant obstacles to the transition. Accurate data became a crucial factor for the success of this project, as emphasized by Gordon Musgrove, Director of Client Delivery at Superior.
The Importance of Streamlined Communication and Coordination
Ensuring that scanners were delivered and installed before scheduling appointments required methodical coordination. The TAC team at BMO implemented a structured and agile approach, using daily huddles, chat systems, and team meetings to ensure alignment. This system allowed agents to resolve issues collaboratively and quickly, maintaining operational efficiency throughout the project.
Personalized Support and Effective Training Strategies
The TAC team provided personalized support through a combination of emails, phone calls, and Zoom sessions to guide clients through scanner installation and system transition. The ability to share screens via Zoom enabled effective troubleshooting. Detailed training scripts, templates, and role-playing exercises ensured agents were prepared to handle diverse client scenarios. Training was continuously adapted based on real-time feedback, ensuring the team could meet client needs effectively.
Achieving High Client Satisfaction and Operational Success
The project was a resounding success, achieving a 98.4% Customer Satisfaction (CSAT) score. Clients frequently praised the team’s patience, professionalism, and expertise. Out of 6,508 initially listed active and inactive users, 1,315 users were identified to descope, and 4,219 users successfully transitioned to the new RDC system, resulting in a program completion rate of 85%. The seamless transition maintained continuity for clients and demonstrated BMO’s commitment to customer service, laying the groundwork for future initiatives.
