Central Bank

About Central Bank

Central Bancompany operates 13 banks throughout Missouri, Illinois, Kansas, Oklahoma and Colorado with $12 billion in assets.

The Problem

Much like retail consumers, business owners also need to work with a financial institution to complete fundamental tasks such as opening an account or setting up payroll services. However, products for businesses can be some of the most confusing and require additional information throughout the discovery process.

The Solution

Central Bank implemented Ignite’s Omnichannel Sales Analytics solution across the company’s 13 banks, 135 branches and their digital platforms, branding it as “The Business Analyzer.” In the branch, this tool equips frontline customer service representatives with a personalized, visual, interactive and automated dialogue that helps to quickly qualify a small business’ needs and make recommendations, all within a highly consultative sales process. The digital version allows the business customers to complete a guided conversation and provides insight on the recommended products for which they are eligible.

In the following year, Central Bank also implemented Ignite’s solution for its retail consumers to offer guided dialogues to enhance the sales process. Branded “The Consumer Analyzer,” this tool also drives dynamic sales dialogues to ensure the bank’s retail customers’ needs are consistently met in a transparent and efficient manner.

The Results

The banks saw significant increases in sales for highly profitable product lines including credit cards, insurance, treasury management, and commercial loans as well as assumptive sales like eStatements, mobile banking, and debit cards. Central has seen a 20% lift in product sales from existing customers and a 15% lift in sales from new customers compared to its previous approach.

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HEADQUARTERS

14755 Preston Road
Suite 400
Dallas, TX 75254