Citibank GSS Blows Own Trumpet On Customer Service

Citibank Global Securities Services claims response and resolution times for web submitted customer inquiries have improved significantly. CitiDirect for Securities Inquiry allows customers to submit and track their queries on line, from where they are routed automatically to the proper

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Citibank Global Securities Services claims response and resolution times for web-submitted customer inquiries have improved significantly.

CitiDirect for Securities Inquiry allows customers to submit and track their queries on-line, from where they are routed automatically to the proper service area in Citibank for handling. Citibank’s customer service representatives in Europe, Asia and North America use the application to handle queries.

Citibank says that in the last 12 months it has seen a significant decrease in pending client inquiries and incoming call volumes to its customer service centers despite a 20 per cent increase in clients using the system.

“CitiDirect for Securities Inquiry streamlines the way we interact with clients and allows us to serve them more quickly and accurately,” says Chandresh Iyer, Vice President and Product Manager for CitiDirect for Securities.

“Its success highlights how we are using the Internet to make it easier for clients to do business with us.” He adds that Citibank uses the system as a management tool for measuring response and resolution times and establishing benchmarks for improving overall service. “It gives us a daily report card on how we are performing, creates an audit trail for managing workflow, and pinpoints potential problem areas,” says Iyer.

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