Sydbank
Searchable overview to easily transfer incoming inquiries to the right person.
Flexibility in relation to using free seating function in Zylinc, so employees are not tied to a specific physical phone.
100,000
INCOMING CALLS
Received monthly across the geographically dispersed branches.
15 %
MORE INQUIRIES
During lockdown in 2020, where digitalizing presence was needed.
2,200
EMPLOYEES
Distributed across the country in approximately 60 branches.
The challenge
- New types of functions and a demand for other types of service than just being able to answer a call.
- Aiming to be available with first contact resolution so the first employee a customer speaks can solve the customer’s needs.
- A need for flexible workstations, among other things in relation to working from home without compromising service level or waiting time.
The solution
Zylinc has helped Sydbank obtain an efficient and searchable overview and to easily be able to transfer incoming inquiries to the right person. The overview includes the customer’s history and their most recent inquiries.
With Zylinc, Sydbank has achieved flexibility in terms of work station seating, so employees are no longer tied to a specific physical phone.
Zylinc places incoming calls in one queue per location that all users have access to. If a call is queued for customer service in one branch, Zylinc makes it easy for other customer service departments to help, thereby serving Sydbank customers with no unnecessary waiting time.
About Sydbank
Sydbank is Denmark’s fourth largest financial institution with head office in Aabenraa, more than 2,000 employees and a branch network that covers most of Denmark.
Now, when employees work from home, it is important to Sydbank to have an overview of all employees’ status and availability.
Joan Mai, Customer Service Manager at Sydbank, explains how Zylinc has provided a solution that aligns with the company’s strategy regarding costumer service:
“With the help of the Zylinc Service Center, we can both deliver good customer service and use our internal resources properly.
Customer service is a strategic focus area for Sydbank, and the Zylinc Service Center makes it possible to act in relation to the strategy”
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