Eisenhower Bank is a military bank based in San Antonio, Texas. Their clientele are deployed around the world; they were looking for a solution that would fit in with their global outlook.
Mobile banking has already exceeded their expectations for client adoption and it was accomplished without any special marketing campaigns. They relied on word of mouth and internet exposure.
Says Mike Ruiz, VP of Eisenhower Bankâs call centre, âAs an administrator and personal user of the Mobilearth product, I can honestly say that the value this adds to our customer experience is impressive. The reliability and convenience Mobile Banking gives our customers located around the U.S. and around the world the quick and easy access to the account information they desire.
The alerts system gives us another way to communicate with our customers. In addition to the transaction and system generated alerts that go out automatically to the customers (if they have activated them), there are also text alerts which allow a customer to text in a request for banking information and receive a real time response. We can even use the manual alert function to send individual notices or request a quick call back. This same alert feature can be used to send all Mobile Banking users a message about a great new promotion.
As with the initial implementation, the on-going support we receive from Mobilearth is excellent. Their expert knowledge of the system and the mobile banking industry allows for smooth changes or upgrades with quick turn around. This is a system that was built by bankers and it shows in the security, audit and other back office features.â
Adds Tia Lee, COO of Mobilearth, âEisenhower Bank is very much in touch with the needs of their clients and they set high standards for the service they provide. Using both our WAP and SMS channels for mobile banking will give Eisenhower clients more flexibility in the way they perform their banking. This in turn will create even more customer loyalty for the bank.
Our customer self service approach in allowing customers to activate the alerts of their choice and perform many of their own maintenance functions means they are making less calls to the call centre and they have more control over their own finances. Itâs a win-win situation for everyone.
We applaud Eisenhower Bank for recognizing the need for added flexibility in their banking channels. They are a role model for great customer service.â