Santander has won the Innovation Award 2014 for Digital Customer Solutions.
The award was for using vScreen screen sharing technology to replicate the branch experience on sales calls, raising customer satisfaction to 97%, cutting credit card fulfilment times by 75% and lifting revenue by 17%.
Organised by the Professional Planning Forum, these awards celebrate and benchmark excellence in the industry. The winners showcase innovations that deliver demonstrable improvements to their customers and employees. The awards were presented at the Planning Forum’s 14th conference in Brighton on 29 April 2014, where each finalist talked about how they achieved their outstanding results.
Glenn Lindsay, director of telephone distribution at Santander said: “vScreen allows our agents to share regulatory and product information with the customer and provide visual representations of what our products mean for them. Once the customer is happy to continue then they can read, acknowledge and save down all the relevant information in real time onto their devices. It is revolutionary as it removes dependency on the postal funnel, thus bringing the customer closer to us. By removing obstacles to the customer we can ensure that their Santander experience is simple, personal and fair.
“We are delighted to receive this award as it recognises the hard work we have put into ensuring that our customer contact centres are great places to work and through innovation we are transforming the experience of customers.”
Bill Safran (pictured), CEO at Vizolution, said: “Many congratulations to Santander for this award. We developed the technology but it was the team at Santander that recognised how and where vScreen would add value to their customers.
“The employed an extensive pilot of the system and conducted rigorous review of the results, involving all relevant departments and individual agents to ensure that vScreen delivered the results that they wanted from the customer engagement.”
