11.08.2014
Multichannel retail Customer service in Bank Millennium
Bank Millennium is implementing multichannel retail Customer service. This will allow Customers to start a process in one service channel and to continue it in another, which best meets their current needs. Moreover Customers will be able at any time to check the status of online applications. The process has first of all been applied to Cash Loans.
Thanks to the newly introduced changes, irrespective of the service channel - branch, TeleMillennium or the Millenet internet banking system – Customers are getting permanent access to the history of their current relationship with the Bank and can continue previously started processes at a time of their convenience. Multichannel service permits the status of an application to be saved in various stages and then to be processed further at the time and in the channel chosen by the Customer. For example a Customer may begin to apply for a Cash Loan in Millenet, get a credit simulation and if doubts arise to have the application saved, completing the process e.g. by phone. Additionally the Customer can also use Millenet tab “My Applications and Agreements” to see the submitted application, together with its current status as well as actions, which can be undertaken.
- We aim to provide uniform and consistent Customer service, irrespective of the preferred channel of contact with the Bank. We are with our Customers where they need us, therefore we are not only making products available e.g. in TeleMillennium, Millenet or the Mobile Application, but we in fact go a step further, introducing a multichannel Customer service model, which will make banking with us even more comfortable – Ricardo Campos, Director of Electronic Banking Department in Bank Millennium.
So far the process covers Cash Loans. Gradually further products available from Bank Millennium will become available on a multichannel basis.