Beyond Bank delivers next-generation service and increases customer and employee satisfaction with Genesys Cloud CX

As Australia’s leading customer-owned financial institution, Beyond Bank recognised an upgrade to its contact centre platform was key to meeting the next-generation needs of its customers. For Beyond Bank, it was important to review its ageing system and ensure the bank lived up to its promise to exceed customers’ expectations every day. Its legacy contact centre platform had seen little investment in the past ten years and was unable to respond quickly to the rapidly changing needs and future requirements of its savvy customers.

Following a highly selective tender process, Beyond Bank chose to partner with Genesys®, the global leader in cloud customer experience and contact centre solutions, and its Value-Added Reseller, QPC Australia, to modernise its customer engagement system. It chose Genesys Cloud™ for its broad range of features and functionality.

Brent Alexander, National Manager at Beyond Bank, said: “We liked that Genesys is aligned with our values, with both organisations’ belief in viewing everything through a customer lens is key to delivering differentiated experiences. Today, that requires continual innovation, which is exactly what Genesys Cloud helps us achieve through its robust capabilities and continuous release of new features and enhancements.”

Results that speak for themselves

Originally expecting it would take up to six months to see tangible benefits from the new Genesys Cloud platform, Beyond Bank experienced immediate results and huge improvements in meeting their contact centre key performance indicators (KPIs). Almost overnight, the organisation saw a 30 second, or 17%, reduction in average call times. This enabled the team to answer more calls efficiently and reallocate their extra capacity to strengthening customer relationships. This included offering additional services, such onboarding calls to create deeper relationships with Broker customers within 48 hours of customers being approved for loans. The fact that the platform integrated seamlessly into the bank’s existing customer relationship management (CRM) system also had a positive impact on individual agent KPIs.

The new platform has made it easier for the bank to predict staff rostering requirements and has greatly improved service-level standards by leveraging historical data to understand periods of peak demand.

As a 100% customer-owned bank, each percentage point increase in customer satisfaction (CSAT) scores is a significant win for Beyond Bank. To drive improvements, the organisation enabled Genesys Cloud’s skills-based routing capability for calls to be directed to the most closely matched and skilled agent available. This resulted in faster resolution of customer issues. Coupled with the other features, this led to a rapid jump in CSAT scores from 89% to 92% within 3 months of deployment. Also, Beyond Bank uses a 5-star rating methodology to gather customer feedback, meaning they now receive more 5-star ratings than 4-star ratings, resulting in 25% higher CSAT scores. This is a significant outcome for a bank that handles more than 350,000 customer interactions annually.

Great employee experience = Great customer experience

Along with creating strong results for its customers, Genesys Cloud has also had a positive impact on Beyond Bank’s employees. While there was originally some staff uneasiness around changing to a new contact centre platform, the transition to a new system and intuitive design halved the expected training time. The sophisticated recording and quality assurance features also meant staff training and development could be better tailored to individual agents.

With the outbreak of COVID-19 soon after implementing the new system, the timing proved to be critical. One unanticipated advantage of the new platform was the ease with which agents were able to work from home. When COVID-19 forced the country into lockdown in March, the Beyond Bank contact centre team was able to transition to remote work easily, ensuring employee health and wellbeing was maintained without a loss of employee productivity.

According to Mr Alexander this was a perfect outcome: “Working with Genesys and QPC has made the transition to working in alternative ways and places seamless. When we needed support to make swift changes, like during the bushfires and the onset of COVID-19, they were there to help get things done immediately.  There is always someone there to assist us when we need it, they’re with us for the long term, not just to make the sale. Customer experience is about getting things right fast and exceeding people’s expectations. When you get it right, all the other stuff falls into place, and we saw that change almost immediately.”

Mark Buckley, Vice President Australia and New Zealand, Genesys, commended Beyond Bank on their transformation. “The feedback we have received from Beyond Bank shows the importance of aligning with our customers’ values to deliver exceptional customer experience. At the end of the day, what is most important is putting the customer first, meeting and surpassing their expectations. We look forward to supporting Beyond Bank in bringing meaningful contact centre transformation through Genesys Cloud and being able to assist in the important milestones as it continues to grow,” said Mr Buckley.

-ENDS-

NOTES TO EDITORS

 About Genesys

Every year Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^SM so organisations of any size can provide true personalisation at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud^TM, an all-in-one solution and the world’s leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Visit https://www.genesys.com/en-sg.

 About QPC Australia

QPC has been at the forefront of contact centre innovation for more than 20 years and was originally founded in 2002 following the merger of Callscan and Quality Plus, both of whom shared a common heritage in providing world class contact centre solutions.

The company’s focus remains on delivering our customers with services and solutions that improve their engagement with their customers. This is achieved through a focus on voice and multimedia platforms, performance management, resource management, quality management, customer analytics, consulting and education services.

QPC Australia has offices in Melbourne, Sydney, Brisbane, Adelaide and Perth. Visit: www.qpc.com

Media contacts

Genesys APAC

Manali Pattnaik, Senior Public Relations Manager, APAC

Genesys

manali.pattnaik@genesys.com

+65 8321 7924

Australia

Yvette Schlegelmilch, Account Manager

ZADRO

yvette@zadroagency.com.au

+61 423 954 224