Gorham Savings Uses Technology to Improve Customer Service

Customer retention is a top priority in today’s competitive banking industry. Gorham Savings in Gorham, Maine wanted to maintain a strong relationship with their customers by giving them access to both automated information and live agents in a timely manner. The bank had an outdated Interactive Voice Response (IVR) system that could not keep up with the significant growth of their call center, resulting in long waits and busy signals. Replacement of the IVR system and new technology for customer interaction was needed to reach the level of service that Gorham Savings envisioned.

“It was important to find a system that would help us get to customer calls faster and prepare the agent to help the customers in a more efficient manner,” says Kevin Heatley, vice president of information technology at Gorham Savings. “We preferred a solution that fused the IVR and contact center systems so we had one vendor to turn to for support and one set of servers to maintain.”

Gorham Savings chose Syntellect CIM for the administration of its customer integration management solution, including voice, IVR, voice mail and agent tasks.

“Syntellect complemented the growth of our contact center by offering the enhancements and functionality we were looking for. Enhanced features such as call recording, screen pops and informative reporting were appealing.” – Toni Bailey, Customer Service Center Manager, Gorham Savings

View the complete case study to understand how Gorham Savings benefited from the Syntellect Customer Interaction Management solution.