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Bank Enhances Customer Experience and Increases Efficiency With Video Technology

    TERACAI teams with Generations Bank

    With continued growth, Generations Bank sought new and innovative ways to enhance communications between its multiple branch locations.

     

    In this short video, members of the Generations Bank team describe how they partnered with TERACAI to implement a solution that would help connect multiple offices and provide a collaborative tool for customers to engage with the experts they need regardless of location.
     

 

Learn how the Generations Bank team achieved these outcomes:

  • Enriched communications between employees and clients enabled by upgraded Cisco voice infrastructure
  • Organizational efficiencies improved and travel costs reduced by connecting team members at multiple locations through videoconferencing
  • Enhanced customer experiences through Cisco TelePresence solution at new Farmington smart office


Read the full case study here.

Watch a webinar based on this project here.

Transcription:

Menzo:

Generations Bank was formed as Seneca Falls Savings Bank in 1870. We've been in Seneca Falls since then. Now we have ten offices reaching from Auburn all the way to Farmington. It's been quite an expansion effort.

 

Derek:

Generations Bank tries to provide a suite of products to the customers. That would include insurance, lending, investment services, obviously retail banking, we try to offer all of that under our umbrella at all of our locations.

 

Menzo:

Before TERACAI we weren't very happy with the quality of our phones.

 

Derek:

We didn't really have the capability to do videoconferencing. With eleven locations we had people driving from everywhere to come in and have meetings where that was really not time-effective.

 

Menzo:

I've been saying for about two years that we need to have videoconferencing. That's where it was born. We just said, "Why aren't we doing this?" The tech folks got on it. Our support team got together. They found TERACAI. It worked.

 

Derek:

TERACAI’s level of expertise was fantastic. They were excellent throughout the entire process. I can't say enough for the support team.

 

 

They acted as if they were a part of our own team. They really did. They were here all night with us doing phone upgrades.

 

Menzo:

With their implementation of some really interesting new exciting technology, we're able to have a conference call to update people, nine people, might even be ten people all at once, on a screen. We can see each other. We can hear each other. The quality - I've just never seen quality like that. It really makes a difference. We want to use this with our customers.

 

Derek:

We ended up on Cisco TelePresence because the video quality was amazing. The end points were perfect for our office locations because that allows them to use it as a dual monitor as well. We have dual monitors in all of our offices anyway. That was really a perfect fit. Audio quality was excellent. It gives us the opportunity to better serve our customers through the use of our smart office in Farmington. It also gives us the opportunity to be in our offices more because we don't have to drive back and forth to meet with each other and our co-workers.

 

Menzo:

One of the problems with growing is the amount of travel that's required to go from one office to another. We wanted to ensure that all of our customers at any office could get services from an insurance agent. What this provides for us is that ability to expand our services without building another office.

 

Gerald:

The smart office in Farmington is going to allow us to service customers even when an agent is unavailable or not in the building. An agent or a customer can come in the office and talk to a live human in any one of our offices.

 

Menzo:

A customer can sit down in our smart office. Talk to an agent. See what they're talking about. Receive printed items in the office. Share a screen. Work together on whatever problem they're trying to solve. Look at the services they're trying to provide. Consider the coverages for insurance. It's a nice way to do business.

 

Gerald:

The business outcomes that we're able to achieve as a result of this technology are far-reaching in that we'll be able to put our insurance agency, or our insurance services, in front of anyone, anywhere, at any time during the day. A customer will never come into an office and not be able to speak to an insurance professional face-to-face. That's big.

 

Menzo:

It shows, number one, that we're committed to providing excellent service. We want to make sure that customers know whatever office they go into, we really want them to communicate with the one that can help them the best. It also shows our commitment to technology. We've been quick adapters of the technology and this is just another piece. It makes sense. Cell phones can do it. We ought to be doing this in business.

 

Gerald:

If you're going to use this technology, you better have the conviction as an organization that your people matter. This is going to help them do their job better. It's also going to help you interact with them better. That's what matters most. People. Technology matters a great deal to Generations Bank. Education matters. Loyalty matters. All the things that are important are improved and built upon in a really nice way by this technology.

 

Menzo:

We don't want to be the same old, same old. There's got to be a better way to do business. That's what it does for us. As much as it's just technology but it makes us think through our business processes, our strategic planning differently.

 

Gerald:

Three months ago we didn't have the capability to do what we can now. The knowledge we've gained through working with TERACAI and really the support of a fantastic partner has really been our biggest benefits.