Almost instant replies to customer requests is probably the most obvious advantage of an electronic mail system recently installed throughout Broadbank Corporation’s nationwide branch network.
The system connects the company’s 29 branches with the Auckland head office and allows a two-way flow of information. This means customer queries, which are unable to be answered without branch consultation with head office, can now be handled within minutes rather than hours or days. Previously, branches had two options when answering customer queries — either send a type-written memo, which often took several days to receive a reply, or, if an urgent reply was needed, make a toll call. The major benefit of the new system is that the computer is almost as fast as a phone call but without the cost, and a print copy is provided. The system is being used to handle a variety of inquiries but one of the more common ones is the company’s ability to confirm large pay-outs on debenture certificates. Now this too is a simple matter of using the computer to inquire at head office.
The branch system has now been liked to a Data General Office Automation System, enabling the company’s head office
secretaries and central word processing department to join thee national communication network. The office automation system is linked to Broadbank’s Hogan mainframe banking system, which tracks and updates all customer transactions. Broadbank’s General Manager Systems, Mr John Chetwynd, says the new system represents substantial savings in time, toll charges, courier services and photocopying, because it combines messaging, word processing, and spread-sheet functions.
"Readily updated, thoroughly accurate information is able to be sent to any of our branches at any time,” Mr Chetwynd says. “And not only can we more effectively communicate with those outside head office, but they can reply to our messages and send us new information as necessary,” Mr Chetwynd added.
“From a customer’s viewpoint, it means we are able to respond to requests which require further detail from head office much more quickly, and of course, it means the customer receives the very latest information available.”
The new system also reduces the amount of secretarial typing, as messages can now be sent via the computer system.
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Press, 27 January 1986, Page 14
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367Untitled Press, 27 January 1986, Page 14
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