Satisfied customers are loyal customers, and good communication with them increases their satisfaction. This is a fact of which the Cantonal Bank of Neuchâtel, a company with around 320 employees and a total of 15 branches, is well aware. Having switched from analogue to voice-over-IP (VoIP) telephony, the Western-Switzerland-based bank now sets new standards in terms of the quality of customer support.
After performing an analysis, the bank’s managers came to the conclusion that their analogue telephone system was no longer adequate to meet current and future challenges. For example, the phone numbers of callers were not displayed on the bank’s phones, and employees did not have voicemail. Voice over IP easily meets these requirements, while also providing increased user-friendliness, precision and cost transparency.
Since the Cantonal Bank of Neuchâtel introduced voice over IP, its employees have not missed a single call. They now communicate proactively with customers, which has led to a clear improvement in both the efficiency and the quality of customer support. The PC voice recording function also plays an important role, as VoIP makes meeting the obligation of saving conversations that are linked to share transactions child’s play.
«Voice over IP has enabled us to improve communication with our customers, which means they are more satisfied and keep coming back to us.»
Daniel Vulliemin, CIO, and Jean-Paul Gueniat, VoIP project manager at the Cantonal Bank of Neuchâtel
Swisscom One Phone Business draws together fixed-network and mobile telephony in a single device. You can be contacted via a single phone number – in the office, or on the move. All PBX functions are available at all times.
For an individual, tailored communication solution; the existing communication system is migrated to a VoIP system, either step by step or in one go, and is integrated in an overall concept.