Border Bank achieves streamlined direct-to-calendar appointment bookings
“Working with JRNI allows us to stay at the forefront of being an innovative financial services institution for our customers. While we just started our partnership, JRNI has already impacted our business for the better.”
Tim Muir, Head of Customer Experience for Police Bank, the parent company of Border Bank
A division of Police Bank, Border Bank is an Australian mutual financial institution servicing the wider Department of Home Affairs community. Border Bank’s products and services are for every stage of life, from savings and transaction accounts to home loans and insurance.
In today’s on-demand society, customers expect their service providers to work around their schedules – and not the other way. After all, the brands that provide exceptional customer experiences rooted in convenience and personalization are the ones that win against their competition.
In the banking industry, superior customer service is crucial for conversion. Understanding that convenience and personalization are the biggest demands of its customers, which are employees and family members of the Australian Department of Home Affairs, Border Bank sought to provide an easy solution for scheduling online appointments with mobile lenders. The bank’s mobile lenders are loan specialists who meet with customers at their homes, offices, or anywhere else.
In order to provide the best scheduling service for customers, Border Bank wanted to ensure that customers could book directly into their mobile calendars, which would give them the necessary flexibility if they needed to amend any appointments. Border Bank didn’t want to rely solely on online inquiry forms for scheduling appointments anymore, as such services locked customers into specific appointment times and didn’t produce strong customer analytics. The bank, which previously didn’t use any online appointment scheduling technology, wanted to provide more accommodations to its customers by giving them full control over bookings to remain competitive in the market.
With its strategy in place, Border Bank needed to select a technology partner that could deliver a scalable solution with best-in-class functionality, key integrations, and as a software-as-a-service, regular updates distributed without disruption. After a competitive request for proposal process that included five other participants, Border Bank selected JRNI because of its enterprise-grade platform through which the bank could create engaging customer experiences. Border Bank also indicated that JRNI’s in-depth reporting tools, easy-to-use interfaces, and powerful data capture features were key considerations in its decision.
“Before using JRNI, we were manually obtaining customer information via online forms, which created inefficient processes and tied us down in administrative work. JRNI enabled us to automatically capture the most important information about customers, so we could receive deeper insights about them and use that intelligence to deliver more personalized experiences for them.”
Tim Muir, Head of Customer Experience at Police Bank, the parent company of Border Bank
In addition to being one of the first companies to use JRNI’s Studio interface, Border Bank also implemented JRNI’s Call Center application to enable its call center representatives to capture the necessary information about customers’ appointments and send calendar appointments directly to them. This service would allow call center representatives to deliver exceptional experiences to customers when they needed to reach them via phone.
After implementing JRNI in February 2019, Border Bank achieved significant results within the first four months of use. The bank generated a lift in high-value online bookings – a result Muir says is notable for the market in which Border Bank operates.
As Border Bank has already seen tremendous value from JRNI, Muir is looking forward to future opportunities across the bank’s other divisions and developing even more personalized customer journeys.
“The power of JRNI lies in its personalization,” Muir said. “By customizing our journeys, we can have even more personalized conversations with our customers that will provide them with deeper levels of service. Working with JRNI allows us to stay at the forefront of being an innovative financial services institution for our customers. While we just started our partnership, JRNI has already impacted our business for the better.”