Altitude Software and Banco Santander

• The Problem:
  
  Approximately 120 agents, supervisors, trainers, and back office employees staff the SuperLinha contact center. SuperLinha receives about 3,000 inbound inquiries daily. During banking hours, all calls are answered by agents. After hours, customers interact with Altitude´s IVR and Homebanking applications, where basic self-provisioning services such as bill paying, obtaining account balances, and transferring funds - are available. In this environment, security is paramount, and the Altitude Software system identifies each customer using secure account numbers and passwords In addition to inbound inquiries, the bank periodically launches outbound marketing campaigns to "welcome” new customers and inform existing customers of updates on new services, credit card promotions, etc. Within this type of campaigns, Altitude Software’s superior scripting tool helps Banco Santander efficiently establish relationships with their customers.
  
  
• Solution:
  
  Banco Santander´s web site, now registers on average approximately 90,000 hits and 15,000 sessions daily (2001). Launching the SuperNet web site in 1997, Banco Santander was the first bank in Portugal to offer home banking access. Today, under the Net B@nco brand, its website provides consistent customer service for web-based customers. Through Net B@nco, customers can choose between transactions, products and services or get financial information. When Net B@nco customers have a question, they can choose the “collaboration” mode and elect to receive a callback at any time. With Altitude Software, customers who use the Internet get the convenience and the same high-quality service provided by Contact Center. Net B@nco is completely integrated with the Contact Center for the three banks of the Santander Group in Portugal.
  
  
• Result:
  
  Altitude Software plays a critical role in the success of both the Contact Center - SuperLinha and the Net B@nco website. More than 11,000 Banco Santander customers work regularly with Net B@nco. Banco Santander views Altitude Software as the platform that will help it maintain its competitive advantage and deliver new and improved customer service offerings. Banco Santander Portugal plans to expand on its success by offering a full range of automated services to small businesses, relying on Altitude Software to deliver these automated services quickly and easily.