First Tennessee Bank selected Cicero software to provide intelligent unified

desktop solutions for their customer service operations and throughout

their enterprise.

The First Tennessee Bank Customer Contact Center Desktop (CCCD)

provides a unified desktop for contact center employees for high usage

customer service functions. The primary goal of this project was to

leverage existing applications to deliver a smart desktop to improve

customer and employee experience. The CCCD integrates 45 disparate

applications and automates processes in a unified intelligent desktop.

The improved desktop provides shorter new hire training, increased

employee productivity and cost savings using existing business systems.

Most importantly, the CCCD has improved the service experience for

First Tennessee Bank’s customers.

Summary

Case Study: First Tennessee Bank Delivering Exceptional Customer Service

Cicero Gets Data Others Can’t™

Winner of a 2015 CIO Impact Award

Background

First Tennessee Bank National

Association (FTN) is a subsidiary of

First Horizon National Corporation.

The 4,200 employees of First Horizon

National Corporation provide financial

services through more than 170 First

Tennessee Bank locations in and

around Tennessee and 27 FTN Financial

offices in the U.S. and abroad. The

company was founded in 1864 and has

the 14th oldest national bank charter

in the country. First Tennessee has

the leading combined market share in

those counties where it does business,

and FTN Financial is a capital markets

industry leader in fixed income sales,

trading and strategies for institutional

customers in the U.S. and abroad.

Prior to implementing the new

Customer Contact Center Desktop each

new employee had to develop expertise

on all the applications before they could

begin servicing customers. Once they

completed training and were taking live

calls, employees had to copy and paste

data and navigate multiple screens,

including several 3270-based applica-

tions to service credit card accounts

and loans. The screen flow was manual

and cumbersome resulting in incorrect

data entry, human error and loss of cus-

tomer satisfaction. Each employee was

spending several minutes logging on to

each business system at the beginning

of each day and after any application

timed out.

First Horizon has been recognized as

one of the nation’s best employers by

Working Mother and American Banker

magazines.

The Bank needed a solution that would simplify the desktop, leveraging their existing technology investments while focusing on improving the customer and employee experience.

Challenge

The desktop conditions drove First Tennessee Bank to

provide a patchwork of changes including the building

of new interfaces to simplify employee tasks. Although

these provided some relief, they did not address many of

the desktop issues impacting employee productivity and

customer service. The Bank needed a solution that would

simplify the desktop and leverage their existing technology

investments. They chose Cicero to achieve specific

performance goals “… improved customer experience and

simplified business processes through increased employee

productivity and effectiveness.”

Prior to working with Cicero, the

employees

» Had to copy and paste data

between applications and

screens

» Navigate multiple screens

including older legacy

applications

» Log into several applicatoins at

the beginning of each day and

then do it again several times

per day

» Follow cumbersome call flows

leading to incorrect data entry,

errors, and rework

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Solution

New Hire Training

Time Reduced by

75%

First Tennessee Bank selected Cicero

software to provide intelligent unified

desktop solutions for their customer

service operations and throughout

their enterprise. Leveraging existing

applications, the new solution captures

desktop activities, automates processes,

provides user guidance, and displays

composite views of information to

improve user productivity. In addition,

contact centers have had excessive

staffing turnover rates. The new

desktop solution has greatly reduced

employee training, allowing for faster

new employee ramp-up and lower

employee turnover.

The Bank chose Cicero to achieve

specific performance goals “…

improved customer experience and

simplified business processes through

increased employee productivity

and effectiveness.” Cicero’s primary

purpose is to move data between

applications and control process flows

across applications without having

to modify the existing applications in

any way. The Bank is using the new

solution to automate processes and

integrate applications with a variety of

applications including Windows, web,

Java, and mainframe applications such

as 3270 or console applications.

Results

The initial deployment of the Customer Contact Center

Desktop consolidated 25 applications into a single desktop

solution. The most significant improvement created by

the Customer Contact Center Desktop was with employee

training, which was reduced by 75%. Today’s Customer

Contact Center Desktop incorporates 45 applications and

includes several new automated processes.

As a result, employees:

» Can begin taking calls sooner

» Can sign on and stay signed on to applications

» Are provided with a composite customer summary screen

to assist during customer interactions

» Are provided scripts and prompts to assist them

» Can easily update customer information across applications

Additionally, the new solution:

» Allows the Bank to automate processes (copy/paste)

» Eliminates navigation between multiple screens

» Prevents redundant and erroneous data entry

» Allows the Bank to replace and sunset applications when

ready without having to impact customer service

» Monitors application availability

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Process Analytics & Automation

Cicero provides process analytics

and automation software for the

contact center and back-office. For

more than 15 years we have helped

Fortune 500 companies understand

how and why work happens

and thereby streamline routine

employee tasks, typically reducing

costs by 20% while significantly

improving the customer experience.

Cicero Gets Data Others Can’t™

919.380.5000

WWW.CICEROINC.COM

First Tennessee Bank is realizing benefits across various contact center

groups. Overall the project:

» Eliminates the need to rip and replace applications

» Integrates 45 applications from disparate platforms

» Automates processes and automates workflow

» Improves the customer experience

» Increases employee productivity

» Reduces redundant, manual, and repetitive tasks

» Reduces employee training time by 75% and increases retention

» Increases quality assurance scores

» Improves alignment of contact center and enterprise goals

» Empowers contact center with agility to respond to business needs

» Decreases dependence on overburdened IT resources

» Provides a single and consistent view of the customer

Focus on Employee Effort,Improve the Customer Experience

The First Tennessee Bank Customer Contact Center Desktop (CCCD) reduces employee effort by automating business processes and eliminating manual, redundant tasks — all without modifying a single line of application code. Eliminating the barriers to productivity resulted in a better employee experience and most importantly, a better customer experience.

Benefits

© 2015 Cicero Inc. All rights reserved.

Cicero provides a higher

degree of automation,

enabling employees

to focus more on the

customer’s needs and less

on the complicated tasks

involved in meeting those

needs.

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