Business Challenge
A major financial institution needed to improve the speed and quality of its customer service while lowering operational costs. Customers faced long wait times to speak with mortgage advisors, particularly in rural or low-traffic branches. The client needed a scalable solution to provide consistent service across 450 locations without increasing headcount.
Systal’s Solution
Systal delivered a remote consultation system using Cisco Remote Expert technology, incorporating Cisco DX80 and Cisco IEC devices. Our project team:
- Staged, configured and tested all equipment to ensure smooth deployment
- Integrated the solution across 450 branches and 3 centralised contact centres
- Matched rollout pace with resource availability to maintain operational control
Key Outcomes
- Faster Mortgage Access: Customers connected with mortgage advisors more quickly
- Cost Efficiency: Reduced the need for additional in-branch staffing
- Scalable Infrastructure: Created a sustainable model ready to support future demand
Business Impact
The telepresence-enabled infrastructure enhanced service delivery across the branch network, particularly in underserved areas. Customers benefited from reduced lead times, while the business improved operational efficiency and mortgage processing volume. The solution supports ongoing business continuity and growth with a modern, connected experience.