Exstream’s Dialogue Software Benefiting SunTrust Bank

3 October 2006

One of the Largest Commercial Banks in the US Improves Customer Response and Eliminates Manual Account Opening Processes Using Dialogue

Exstream Software, Inc. today announced that SunTrust, one of the largest commercial banking organisations in the U.S., is using its Dialogue enterprise personalisation software to produce clearer, fully relevant welcome packets for customers opening new accounts. SunTrust Online, the Bank’s premier Customer Contact Centre, opens more than 4,000 current, savings and money market accounts each month for customers that initiate requests over the phone or the Internet. Using Dialogue to streamline the process and respond with personalised account-opening materials, the Bank reports significantly improved customer response, accuracy, and elimination of time-consuming manual processes.

SunTrust initially selected Dialogue because of its ease of use, breadth of functionality for creating high quality variable communications of all types, and ability to streamline complex document creation processes by directly and simultaneously integrating with any type of data source or system. For the personalised account-opening application, sales representatives capture relevant details during the phone call with customers, which is fed to Dialogue from their desktop system to create the easy-to-understand, relevant welcome packets. The process is fully automated for requests that come in over the web.

“Dialogue integrated seamlessly with our back-end systems, allowing us to eliminate a manual function that involved merging and matching customer documents,” said Debbie Gardner, manager of SunTrust Online Operations Support. “This has reduced the possibility of errors associated with labour-intensive administrative tasks. It also frees our representatives to do what they enjoy most—work with the customers. Additionally, due to the fact that Dialogue creates documents that are personalised and easier to understand, the accuracy of account-opening applications returned to us is significantly higher. This makes it possible to activate accounts faster for our customers.”

“Dialogue’s breadth and depth supports an enterprise’s efforts to improve the customer experience,” said Brent Burns, vice president of Exstream’s financial services practice. “SunTrust is an organisation that understands the need to make the banking experience more efficient and flexible in order to drive acquisition and improve customer satisfaction. We are pleased Dialogue is giving SunTrust the ability to meet these goals.”

Become a bobsguide member to access the following

1. Unrestricted access to bobsguide
2. Send a proposal request
3. Insights delivered daily to your inbox
4. Career development