JP Morgan Chase Card services

Customer Calls Management and CRM

About JP Morgan Chase• JPMorgan Chase is one of the oldest financial institutions in the United

States. With a history dating back over 200 years, here's where they stand today:

• They are a leading global financial services firm with assets of $2.4 trillion.

• They operate in more than 60 countries.

• They have 260,000 employees.

• They serve millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients.

• They are a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management and private equity.

Initial Problem Faced

• The company handled 200 million calls every year, from a customer base of 100 million customers.

• Even a small reduction of 1% to the amount of calls received results in savings of millions of dollars.

Measures Taken

• In 2006, Chase Card services tried to accomplish this by improving first call resolution (FCR).

• This required the agent to resolve the customer problems in the first call itself which was not that much efficient.

• The company’s record keeping did not give an accurate account of current rates of FCRs.

• The task was time consuming and not standardized.

Benefits of FCR:

• Great measure of customer satisfaction.

• Identifies gap in training or knowledge.

• Improves quality.

Drawbacks of FCR:

• Hard to track accurately.

• Time span not appropriate.

Contract with Enkata Technologies

About Enkata• Gathering the information needed to understand sales activities and

create meaningful reports is a challenge.

• To create a complete picture, Enkata streams data from systems that sales people use in their day-to-day work: email, phone, calendar and CRM systems.

• Enkata creates the most complete and accurate record of activities happening with leads contacts, accounts and opportunities.

How Enkata helped

• The system monitors and tags each call which the topic and length of the call as well as the length of the time the agent that handled the call has been working.

• It tracks calls automatically by keeping track of keyboard strokes of each agent.

• As soon as the agent clicks on the feature of the account that the customer is calling about, the Enkata system automatically identifies the reason for the call.

Benefits of New Scheme:

• Calls can be declared resolved accurately.

• Improvement in agent performance, customer satisfaction and retention.

• First Call Resolution increased by 3%

• Total savings of $8 million.

Thank You