1.2 IT helps commerce bank branch out
Question 1: how do the information systems at commerce bank the bank with competitive advantage?
Commerce bank has used it to its fullest extent, like providing online banking, online help assistance, clearing checks faster.
Commerce bank survey shows that most customers like to do business in person and branch banking, rather using the internet. As of now IT has grown to a such a level so that commerce bank can provide more services to their bankers, to have an competitive edge over other banks, since commerce banks handle 45000 transactions in a month, I suggest we provide customers with several touch screen interface pads, where in the customer can type in their account number, where all the customer details pop up providing choices to perform their transactions. For example if a customer wants to deposit cash, he\she enter their details and then, he \she walks up to the counter gives the accountant the cash and walks away, instead of waiting in the queue for long hours to get the transaction done. Managing all the data and transactions efficiently making the banking a better and faster way.
Thus providing a competitive edge.
Question 2: what issues other than speed should commerce consider when planning customer service?
Can you offer any suggestion as how commerce could address these concerns?
Apart from speed commerce bank should focus on trust and reliability to plan the customer service.
1. Trust: customers need to trust the bank since they are dealing and handling their money, ensuring that they are safe with the bank. So that they don’t lose their customers moving to other banks, customer satisfaction is a must.
2. Reliablity: customers and bank should both rely on each other for providing services to one another.
The suggestion I would like to give is that the bank should maintain a separate department to handle queries and concerns of the customers. Easy and fast reply of queries. Obviously online help is the best help the bank can provide along with the FAQ’s page.
Preetham N H
1MS07IS72
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