S-Pankki (“S-Bank”) and FA Solutions in collaboration towards better customer experience
Need to improve the employee-customer encounter to be able to offer standardized service in high quality. Of course it’s also critical to work and document as required by laws and regulation. They used earlier similar tool built for LocalTapiola by FA Solutions but came up with the need to have their own solution particularly specialized for S-Pankki.
TUTKA-system (“radar”) was modified from the base of FA Sales module to make the customer servant able to efficiently find the right solution to fit customer’s needs. Tool also saves all the information for documentation and future customer meetings. When time-taking paperwork is automatically taken care of, the customer servant can fully concentrate on the customer.
Used as a support of sales, the solution ensures that selling process is high quality and effective. Finding the right solution for customer is effortless, and documentation is executed at the same time from both regulatory requirement and CRM perspectives.
S-Pankki is a Finnish in-store bank which belongs to the S Group and offers services related to saving, payments and purchase financing. S-Pankki’s services are primarily aimed at co-op members. The services are available in approximately 1,000 S Group outlets around Finland as well as in the online bank and via phone service.