A Large Financial Services Institution Seeks a Technological Solution to Keeping Its Customers Informed

Overview

In the crowded financial services field, one important way for banks seeking to distinguish themselves from the competition is through exceptional customer service. Through its customer alert service, this financial institution sought a way to enhance its customer relationships and boost productivity while aligning its technology strategy more closely to the needs of business and capitalizing on existing IT investments. With hundreds of branches serving customers throughout North America, Latin America, Europe, East Asia and Australia, the bank turned to IBM for help in improving its services and strengthening its customer relationships through a real-time messaging system that alerted customers to specified events related to their accounts. Customers could choose whether to receive the alerts on their cell phone via SMS or by e-mail.