Deutsche Bank overhauls its customer service model

Source: Deutsche Bank

Deutsche Bank today announced that is has enhanced its unique global customer service model in order to better assist its clients as more and more of their business activities are expanding cross border and globally.

As commerce in emerging countries grows, so can the challenges that customers will need to have resolved. The Bank's model is designed to support customers in these emerging markets, facilitating their ability to work closely with one another in these countries. Deutsche Bank's investments in technology, operations and people enable clients to have direct access into those markets where they need assistance for quicker resolution of inquiries and problems.

Deutsche Bank's three-tiered service model now offers instantaneous access and robust functionality to resolve any questions that may arise directly themselves through improved self service capabilities. Clients can also contact Deutsche Bank's operations for added assistance. Additionally, clients can communicate with their local customer service officers in their preferred language as well as have access to the local customer service officers in those countries where their counterparties are based.

In addition, client self servicing is being improved dramatically with the planned integration into Autobahn, Deutsche Bank's award-winning electronic distribution service, which will enhance the user experience and bring new functionality to clients. Investments in our "follow the sun" operations model, particularly benefits our clients in the emerging markets through advanced use of artificial intelligence and 24-hour access to one of our primary processing hubs.

Local customer service officers serve as the extended arm and reach of Deutsche Bank since they can provide local expertise to both sides of the transactions. Whether or not the client is on the origination or the beneficiary side of the transaction, both can extend their reach through Deutsche Bank's extensive on the ground service, local language and local expertise.

Catherine Kerr, Head of Cash Management Financial Institutions Customer Service, Global Transaction Banking, Deutsche Bank, said, "Clients are able to leverage Deutsche Bank's s Bank's robust investigations system complemented by highly tailored customer service in their local language and within their same time zones. We recognize that our clients' business is global and expanding rapidly, particularly in the emerging markets and these markets can create special challenges. By having our expert teams on the ground, clients benefit from our local presence and know-how in all markets that they conduct business."

Deutsche Bank's investigations service has over 3,000 financial institution users. In a market where automation has been focused on payment transactions, operational managers around the world see that while payments volumes grow -- investigations volumes continue to rise.

Mary Campbell, Global Head of Cash and Trade Operations, Deutsche Bank, said, "Our goal is to be the highest quality service provider, offering our clients comprehensive advice and support with regards to issue resolution. We continue investment in our own state-of-the-art investigations system, focusing on areas such as artificial intelligence capabilities to further increase the speed of resolutions for inquiries. We are also investing in next generation improved access channels for clients, expanding 'self service' capabilities."

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