Industry News

Vertical Leader in Accounting Software Improves Customer Support by 20%

By January 23, 2019October 29th, 2020No Comments


Chris Holton, GM – Customer Operations at BankTEL

The U.S. leader in financial institution accounting software, BankTEL Systems, increased customer support satisfaction, as measured by key performance indicators, by nearly 20 percent in 2018.

“We’ve always had good customer support, but things are different than when we started. Now we have so many end-users, we’ve had to change procedures to stay up-to-date,”

says Chris Holton, BankTEL’s General Manager of Customer Operations.

At the beginning of 2018, BankTEL transitioned from a ticketed/callback customer support system to a queue, which means that about 90 percent of BankTEL support calls are answered immediately by actual technicians.

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