The challenge was to ensure the retail teams could embrace the new branch layout, new technology, new ways of working and focus on giving customers a more personal, relevant and helpful service. A one day workshop was designed for front line branch colleagues.
This is key for us in terms of engaging with the customer on the phone and building rapport, without transferring the call to an automated system where we are not on the end of the line in support.
No need to transfer the call to an IVR for payment to be taken, this allows AIB to build a stronger relationship with the customer. The driver for CardEasy was that we wanted a solution that increased security whilst decreasing the compliance aspect for us — mainly PCI DSS compliance. With the change of management, the new management has been successful in attracting high quality individuals through rigorous selection and it currently employs about people.
Its overseas presence is significantly higher than its domestic competitors and it has also performed greater international activities than its competitors.
The challenge In recent years AIB has been dealing with an increased amount of payments that were taken by card over the phone and has expanded its call centre based staff. CardEasy provides agents with the ability to identify if the card is a credit or debit and make a decision to progress or not based on the procedures in place.
The Solution We were charged with designing and delivering a two-day workshop to be attended by all branch management teams. Eoin Heneghan Find out more or request a demo now.
As part of the strategy to leverage this area of strength, AIB launched a transformation programme that involved redesigning their retail branches and introducing new technology to make life easier and faster for customers.
Deterioration in the Irish sovereign ratings reduces the government support to AIB. Easy to use for agents and customers. The platform is scalable and easy to use and this is a key driver in our decision to expand, along with the confidence we have in Syntec who have been instrumental in a smooth implementation guiding us and offering insight into the design of our internal call flows helping us address teething issues we encountered.
Providing branch colleagues with iPads has enabled them to come out from behind the counter and support customers with the help and advice they need. It should involve in deleveraging process which would reduce its dependence on monetary authority funding and bring back the loan-to-deposit ratio within the specified limits.
As customers are moving towards mobile banking, it should provide more apps for Android and IOS devices.
It provides a comprehensive range of services to personal, business and corporate customers in its target markets and have leading market shares in banking products in the Republic of Ireland.
Its services include home, travel and health insurance alongwith retirement solutions Weaknesses 1. Our branch colleagues are engaging with a higher proportion of customers and achieving improved outcomes for those customers. The platform was easy to scale to other areas of the business.
Make the banking experience easier for customers Provide improved advice and expertise Show that AIB cares about customers and their financial future The training was developed to ensure it was fun, engaging, relevant and motivating.
Once the agents were used to the change, they too have seen this as favourable.Read how Allied Irish Bank (AIB) implemented an efficient and modern architecture with one consolidated payment engine processing all payment types, making it simpler to support, cheaper and faster to implement change, and strategically position the bank for new payment initiatives.
AIB Allied Irish Banks brand is studied in terms of its swot analysis, competitors. Segmentation, Targeting and Positioning (STP) have also.
Allied Irish Bank case study. AIB is a financial services group operating predominantly in the Republic of Ireland and the UK.
It provides a comprehensive range of services to personal, business and corporate customers in its target markets and have leading market shares in banking products in the Republic of Ireland. On February 6,Allied Irish Banks - Ireland's second-biggest bank - revealed that it was investigating an apparent currency fraud at its Baltimore-based subsidiary, Allfirst, perpetrated by a trader named John Rusnak.
Creating an improved customer experience with sales through service in retail banking – Allied Irish Bank The Opportunity AIB has a strong digital tradition boasting the highest level of customer digital adoption in the banking sector in Ireland.
Case aib 1. Allied Irish Banks: The Currency Derivatives Fiasco "Its very clear now that this guy targeted every control point of the system and systematically found ways around them, and built a web of concealment that was very sophisticated.Download