TANDBERG has been the videoconferencing solutions provider to NECU for the past four years, with the initial implementation allowing members to access home loan services via videoconferencing to remote branches and intra-branch communication.
NECU will now build on this success and have a total of 130 TANDBERG desktop videoconferencing units deployed which will enable the organisation’s employees to enhance customer service for the company’s existing 65,000 members while improving first level contact with potential new customers.
TANDBERG will help to solve one of NECU’s main challenges in locating the most qualified person to rapidly respond to a customer enquiry and then be able to contact them directly. A recent report highlighted that 20 per cent of NECU’s contact centre agents’ time was spent trying to contact other staff.
“The new TANDBERG investment at the employee’s desktop will enable us to leverage the success of our company-wide videoconferencing system with fresh capability to unify voice, video and corporate knowledge and provide a closer customer-company relationship,” says David Cook, chief information officer, NECU.
NECU forecasts that the overall implementation will help to achieve a cost reduction of up to $300,000 annually in communications costs and time-saving functionality including 20 per cent savings across its contact centre operations. At the same time, TANDBERG will help cut the organisation’s carbon footprint through unnecessary travel time for employees.
“With the passage of time, it became clear that staff who adopted videoconferencing were able to close decisions with customers on their loan application approvals with a greater deal of accuracy and certainty than those staff members who relied on the phone.
“As a result, we’re now embedding TANDBERG’s video capabilities as a core component of our overall business processes to ensure that all our staff are consistently trained and have the correct information at their fingertips or know where to quickly locate information or expertise. It will provide a faster, more personalised customer contact,” says Cook.
Indeed, videoconferencing will also enable the organisation to recruit potential employees external to the New England region who will have the option of teleworking. The company already employs staff in Sydney and enables executives to work remotely when required owing to the stability of the videoconferencing platform.
“The quality of the TANDBERG product is unquestionable. The TANDBERG, Microsoft and Nortel solution has the capability to tie our entire communications infrastructure together into one robust platform. Our current TANDBERG solution provided a pay back in just over two and a half years so we have a foundation of success to build upon. All up, we’ll be looking for a one per cent productivity gain across the entire organisation once fully implemented,” says Cook.
The TANDBERG equipment integrates Microsoft’s desktop software OCS, enabling click-to-call videoconferencing from any location and will also integrate with a Nortel communications network as part of an overall integrated unified communications approach.