First Federal Savings Bank is partnering with Quest Analytics to strengthen and enhance the sales and service culture throughout the bank.
Quest Analytics provides a complete sales enrichment program combining automated customer lead generation tools with integrated sales coaching.
At a time when many financial institutions are facing challenging times, First Federal is embracing its customers and building on its long-standing history and reputation for excellent service. "It is First Federal's goal to have our customers receive the personal level of service and individual attention they deserve," said Patrick O'Brien, Chief Operations Officer at First Federal Savings Bank. "The automated lead generation tools combined with the sales coaching provided by Quest Analytics will help us deepen customer relationships and generate significant new money deposits. Additionally, the program will allow our management team to track referral activities and sales performance across the bank," said O'Brien.
At the core of First Federal's deployment is automated sales lead management software providing bank associates insight into customer needs and assisting with offering enhanced services. Each morning, the tool will present bank associates a series of leads based on customer analytics and customer events that direct sales, service, and retention activities. Leads are delivered directly to the branch desktop where associates can take action.
"The key to elevating the sales culture within community banks is to equip branch associates with the proper combination of tools and training to be successful," said Karl Keller, President of Quest Analytics. "The Quest program promotes sales consistency by retrieving and delivering quality leads to each branch, everyday. As customers continue to expand use of electronic channels, they are not visiting the branch as often. The Quest program uses behavioral analytics to identify sales opportunities regardless of channel usage so the bank can continue to deepen relationships with every customer."