As banking activities shift from branches and tellers to phones and online, customer service needs have also changed. For banks relying on legacy telephony systems to provide service to customers, the necessary result has been a complex patchwork of multi-carrier solutions that increase costs and erode customer satisfaction.
That’s why AimBank, a 95-year-old commercial and consumer bank with 27 locations across Texas and New Mexico, partnered with RingCentral to create a unified communications solution for customers and branches. Not only did the bank fully recover its costs and see 173% ROI within the first five months of deployment, but the solution positions the company for a future in which more and more banking needs will be handled remotely.
Founded in 1925, AimBank had long ago built a private branch exchange (PBX) voice over IP (VoIP) telephony system to power communications with customers and between branches. Because its locations were spread out across multiple states, the bank needed to use multiple phone carriers to power its existing system. Individual users also communicated over Skype.
This patchwork solution was far from ideal, posing critical challenges and inefficiencies:
- The need to work with several phone carriers resulted in redundant fees.
- Some branches were reliant on shared services. A disruption in one market meant customers of numerous other branches could not access telephone banking.
- A reliance on Skype for video meetings, which was not integrated with the telephony system and required its own unique usernames and contact information. This made it difficult to quickly connect with others in the bank’s network.
By switching to one unified communications system, AimBank saw an opportunity to optimize on numerous facets of its legacy phones that were needlessly costing the company.
Though the bank considered other solutions and providers, the fact that it could switch to RingCentral without investing in new hardware proved to be a key differentiator. Not only would this help to contain the cost of overhauling its communications infrastructure, but partnering with RingCentral would also minimize the interruption to the business, with less impact on day-to-day service during the deployment and no need for new phone numbers.
Longer-term, RingCentral would also allow AimBank to simplify its support in several key ways:
- A single back-end to streamline support and billing functions
- Customized dashboards
- A telephony system that also integrates team messaging and video conferencing, reducing internal bottlenecks by enabling easier inter-branch communications
Using a seven-person team (one senior director and six help desk analysts), AimBank was able to convert all of its 27 branches to the new RingCentral system in just a month. Now, help desk analysts average just 15 minutes each week troubleshooting issues for users.
With no need for new hardware (AimBank was even able to continue using its existing handsets), the switch to unified communications with RingCentral paid for itself within just five months by eliminating on-premises infrastructure costs plus indirect benefits from increased productivity, improved customer satisfaction, and reduced IT costs.
While the fast returns of implementing a unified communications system speak for themselves, AimBank’s partnership with RingCentral also reveals just how much of a drag legacy PBX systems can be on a business—as well as the compounding improvements that a new system can yield.
Not only do the bottlenecks and service disruptions of an outdated system increase costs and erode customer satisfaction, but these weaknesses can ultimately impede top-line growth. Streamlining communications with RingCentral has allowed AimBank to improve its customer service and remove challenging internal barriers and bottlenecks—all while reducing hardware and other ongoing costs.
As more and more businesses switch to mobile and distributed operating models, both amid the COVID-19 pandemic and beyond, it’s a powerful lesson: upgrading to RingCentral’s unified communications offers the win-win of more reliable and seamless communications with customers and employees while also improving upon the costs of an outdated legacy system.
Originally published Sep 10, 2020, updated Aug 23, 2021