Case Study: Products and Services

Products and Services

IC_Morepost_Products and Services In support of the vision of being recognized as the number one bank in outstanding service in AllSafe Bank established a set of service principles (requirements and expectations) that form the foundation of all customer support.

There are three key customer segment: Consumer; Small Business and Commercial.

Consumer
Requirements and Expectations	Products and Services
Security of deposits and information Convenience to access accounts 24/7 Responsiveness to information requests Accuracy of information and statements Timeliness of service with quick turnaround and no wait-time Knowledgeable associates	DDAs (e.g., checking and savings accounts) Debit cards Money market accounts Certificates of deposit IRAs Securities services Financial planning services Insurance services Mortgages Credit cards Auto loans Student loans Safety deposit boxes Online and mobile banking
Small Business
Requirements and Expectations	Products and Services
Security of deposits and information Advocacy for interests in the community Convenience to access accounts 24/7 Responsiveness to information requests Accuracy of information and statements Timeliness of service with quick turnaround and short wait-time Confidentiality of business issues	Checking accounts Money market accounts Lines of credit Equipment financing Commercial real estate financing Credit cards Cash management Lockboxes Online and mobile banking
Commercial
Requirements and Expectations	Products and Services
Low rates Rapid approvals with quick turnaround Advocacy for interests and issues Timeliness of service with quick turnaround and short wait-time Responsiveness to information requests Accuracy of information and statements Confidentiality of business issues	Commercial real estate financing Construction financing Term loans Lines of credit Cash management Lockboxes Account reconciliation Online banking