Aptean Case Studies Citizens Financial Group, Inc. Case Study

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	Citizens Financial Group, Inc. Case Study Aptean

Citizens Financial Group, Inc. Case Study

Aptean

Technology Category	Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries	Finance & Insurance
Services	Software Design & Engineering Services
Challenge	Citizens Financial Group, Inc. (CFG) is a regional organization focused on providing a truly differentiated customer experience. The company has developed a three-prong customer experience strategy designed to ensure happy, loyal clients across its network. However, the company faced challenges in maintaining a competitive position among larger financial organizations and ensuring prompt collection, assessment, and resolution of complaints data. Many organizations implement complaints policies to meet regulatory demands enforced by agencies such as the U.S. Consumer Financial Protection Bureau. CFG not only examines these issues through a regulatory lens, but also formalized its complaints policy as a way to provide superior customer experiences. Read More
About Customer	Citizens Financial Group, Inc. is a $120 billion commercial bank holding company headquartered in Providence, R.I. The company has approximately 1,400 branches, over 3,500 ATMs and more than 18,000 colleagues in 12 states covering New England, the Mid-Atlantic and the Midwest. The company operates under two brand names, Citizens Bank (operating in Connecticut, Delaware, Massachusetts, New Hampshire, New York, Pennsylvania, Rhode Island and Vermont) and Charter One (operating in Illinois, Michigan and Ohio). The company is focused on providing a truly differentiated customer experience and has developed a three-prong customer experience strategy designed to ensure happy, loyal clients across its network. Read More
Solution	Several years ago, CFG implemented Aptean Respond software for the Executive Services and Priority Response departments. These two legacy divisions handled complaints escalated from the branch level, in addition to managing regulatory complaints from compliance bodies. Once CFG focused its efforts more strongly on delivering a differentiated customer experience, senior management realized that Respond could enhance its front-line interactions and help staff deliver more timely customer feedback responses. The team rolled out Respond to more than 10,500 employees – more than half the bank’s entire population. Today, approximately 6,500 colleagues use Respond daily to enter customer expressions of dissatisfaction, resolve cases, follow up on incidents, log comments, and escalate complaints and issues to the appropriate bank area. Read More Log in to view content
Contents

Technology Category

Functional Applications - Enterprise Resource Planning Systems (ERP)

Applicable Industries

Finance & Insurance

Services

Software Design & Engineering Services

Challenge

Citizens Financial Group, Inc. (CFG) is a regional organization focused on providing a truly differentiated customer experience. The company has developed a three-prong customer experience strategy designed to ensure happy, loyal clients across its network. However, the company faced challenges in maintaining a competitive position among larger financial organizations and ensuring prompt collection, assessment, and resolution of complaints data. Many organizations implement complaints policies to meet regulatory demands enforced by agencies such as the U.S. Consumer Financial Protection Bureau. CFG not only examines these issues through a regulatory lens, but also formalized its complaints policy as a way to provide superior customer experiences.

About Customer

Citizens Financial Group, Inc. is a $120 billion commercial bank holding company headquartered in Providence, R.I. The company has approximately 1,400 branches, over 3,500 ATMs and more than 18,000 colleagues in 12 states covering New England, the Mid-Atlantic and the Midwest. The company operates under two brand names, Citizens Bank (operating in Connecticut, Delaware, Massachusetts, New Hampshire, New York, Pennsylvania, Rhode Island and Vermont) and Charter One (operating in Illinois, Michigan and Ohio). The company is focused on providing a truly differentiated customer experience and has developed a three-prong customer experience strategy designed to ensure happy, loyal clients across its network.

Solution

Several years ago, CFG implemented Aptean Respond software for the Executive Services and Priority Response departments. These two legacy divisions handled complaints escalated from the branch level, in addition to managing regulatory complaints from compliance bodies. Once CFG focused its efforts more strongly on delivering a differentiated customer experience, senior management realized that Respond could enhance its front-line interactions and help staff deliver more timely customer feedback responses. The team rolled out Respond to more than 10,500 employees – more than half the bank’s entire population. Today, approximately 6,500 colleagues use Respond daily to enter customer expressions of dissatisfaction, resolve cases, follow up on incidents, log comments, and escalate complaints and issues to the appropriate bank area.

Impact #1	Year over year, total CFG complaints are down more than 20 percent.
Impact #2	Overall customer expressions of dissatisfaction (by volume) have dropped by more than 20 percent.
Impact #3	In 2013, Money Magazine also named CFG one of “The Best Banks in America.”

Impact #1

Year over year, total CFG complaints are down more than 20 percent.

Impact #2

Overall customer expressions of dissatisfaction (by volume) have dropped by more than 20 percent.

Impact #3

In 2013, Money Magazine also named CFG one of “The Best Banks in America.”

Benefit #1	Total complaints down by more than 20%
Benefit #2	Expressions of dissatisfaction dropped by more than 20%
Benefit #3	Boosted Problem Resolution scores from J.D. Power

Benefit #1

Total complaints down by more than 20%

Benefit #2

Expressions of dissatisfaction dropped by more than 20%

Benefit #3

Boosted Problem Resolution scores from J.D. Power

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Overview

Citizens Financial Group, Inc. Case Study

Operational Impact

Quantitative Benefit