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Columbia Bank Case Study

Like many financial services institutions, Columbia Bank, with more than 50 branches throughout Washington and Oregon, decided to move away from owning and managing their own Contact Portals in order to remove capital expenditures, save costs and better focus on their core business.

As part of our Continuous Improvement Practice, Contact Solutions looked for ways to save Columbia Bank money on their contact automation. We focused on two key areas.

First, we reduced the average call time for the bank’s longest call type, Account Balance inquiries. We recommended the implementation remote host failure handling logic at call start.  We also integrated our Optimization Portal so that the bank could control and accelerate their inbound and outbound application features and functions in real time. Now they can manage their contact automation system from within their voice portal application, with zero risk, and without technical intervention, coding or modifications.

Columbia Bank was able to reduce their self service costs without sacrificing customer satisfaction and service.

Financial institutions and services companies trust Contact Solutions to deliver self-service consumer banking applications such as funds transfer and balance review, account management, loan payment and stop check payments and PIN validation.