Case Studies

Customer Spotlight - Teachers Mutual Bank

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Customer Spotlight – Teachers Mutual Bank | 1 Teachers Mutual Bank has deployed the Dell Boomi cloud-based integration platform to help it achieve its goal of delivering an omnichannel customer experience, where customer service operators have a completely integrated view of all information relating to a customer. This would, for example, enable a customer midway through an online loan application to pick up the phone and for the operator to know immediately who they were and where they were at with their application. The move is part of a multimillion dollar, multi-year strategy of Teachers Mutual Bank, which has $6b in assets and 186,000 members, to become more competitive with the Big Four banks and adapt to the digital fintech era. A 2016 report from IQPC, "Unlocking the Future of Customer Experience: Trends, Challenges and Opportunities in Australian & NZ Customer Experience," based on a survey of customer experience professionals, said 2016 would see customer experience leaders "prioritise the importance of creating a true omnichannel model, where newly gained insights from customer data can be used to deliver consistent and seamless customer experiences across all contact channels and digital touch points." However, according to Dave Chapman, CIO of Teachers Mutual Bank, true omnichannel customer service is an enormous challenge that very few organisations have achieved, but which he is confident his bank will be able to realise thanks to Dell Boomi. "Omnichannel is a large initiative that Dell Boomi will support that we are looking at right now," he said. "Dell Boomi will be the orchestrator for the whole system, and we can see how Dell Boomi will support that. We can see how we will achieve it and I did not think I would be able to say that for a few years. I am hoping in a year I will have something out there that covers all the bases." Bank Deploys Dell Boomi to Deliver Omnichannel Customer Service Teachers Mutual Bank creating 'true omnichannel model' to take on Big Four, says CIO Dave Chapman "[Boomi] connects everything together really easily so every time we look at a project we don't look at how we will build a link to something, we talk about how we plug Boomi in so it is automated, secure and fast. It is changing the conversation."" Dave Chapman, CIO, Teachers Mutual Bank 11 April 2017 Customer Spotlight – Teacher's Mutual Bank

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