Independent Bank has agreed to deploy Econiq, a unique customer service software solution, across its branch network and in its contact centers. Econiq will aid Independent Bank in its efforts to improve customer service quality, sales performance and staff development.
David C. Reglin, EVP Retail Banking at Independent Bank said, “Our initial focus with Econiq will be to improve our customer on-boarding process and document customer conversations to better understand their needs and provide the advice and services they need to fulfill their financial goals.” He added, “Our greatest assets have always been our customers and our employees. It makes sense to adopt a system like Econiq to help improve the quality and consistency of the interactions between our staff and customers.”
By providing real-time support to frontline staff as they engage with and serve customers during every interaction, Econiq will help elevate Independent’s customer service by ensuring the most appropriate products are identified and recommended based on the customer’s actual financial situation. Econiq also supplies detailed management reports and scorecards that include insights into how staff are serving customers in real time. In this way, Econiq helps identify areas for coaching and staff development for continuous improvement in service quality.
“Econiq is a unique software solution that will help Independent Bank serve its customer better by identifying customers’ likely needs and presenting staff with sales opportunities,” said Colin Piper, President of Econiq Inc. “The Econiq reporting and coaching tools will provide better targeted training for all employees as well as providing managers with the information they need to provide more effective individual performance coaching. Highly trained employees provide more engaged interactions with customers.”