CBA has also developed a new in-branch video conferencing facility in which their customers are able to have any time access to a number of different specialist and financial advisors from across Australia at any location and the time that best suites them. Irrespective of which branch they visit, the customers are now able to meet face to face through “VC” with a financial specialist to meed there needs. The range of specialists they can reach include:
- Mortgage lenders
- Commonwealth Financial Planners
- Business Bankers
- Regional and Agribusiness Specialists
- Merchant Direct Sales Advisors
- Asset Finance Specialists and
- CommSec Advisors.
Prior to video conferencing (VC) customers who needed specialist advice or where looking at applying for a home loan needed to attend a branch and book a time and date with a specialist in ...view middle of the document...
This in turn, evades the need for the escalator to continually follow up with the relevant department. Also, Econceirge ends the need for a team inbox (to the relevant department) to be available for frontline staff.
Standardization is the process of developing and executing technical measures which are to be used as a standard operating practice. Econcierge has been developed for exactly that purpose, to realign all frontline teams with the relevant mortgage operations departments to work in unison by having the one standard procedure to escalate all relevant matters. Prior to this, many frontline teams used different methods of communication (eg. Phone, email, in person) to escalate matters. Econcierge has strict guidelines in place to ensure the standard process is adhered to (extenuating circumstances, eg. same day settlement, outside the econcierge process must be approved by the line manager before the escalator can use a different means to escalate the matter).
Robust process improvement involves developing effective and efficient core business processes. Continuos improvement is also one of the banks key strategic priorities. The Econcierge process has proved to be quite a success in improving efficiency and the reliability in the service provided by frontline teams. Econcierge aims at streamlining the escalation process to ensure the bank is able to meet is current a future demand. Robustness and/or continuous improvement is at the forefront in situating all processes with confidence and conviction.
Scheduling is simply to arrange or plan an event/ task at a particular time. The Econcierge process has been developed to only escalate matters that requiring escalation. The purpose tab in the application requires the escalator to input details of the matter and WHY it must be escalated. If the escalation reason does not fall into guidelines, the escalation will be rejected and the escalator notified via email. Prior to Econcierge process, all reasons for escalation were accepted and no responsibility or accountability was taken.