informative way to communicate with their customers and create a more personal experience with increased engagement. Thi
Best Use of Technology in Customer Service
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[ winner profile ]
awards 2015
Best Use of Technology in Customer Service www.fstech.co.uk
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BT/Barclays lead the way Groundbreaking work by BT and Barclays saw the companies come out on top in the Best Use of Technology in Customer Service category at the 2015 FStech Awards
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Online Technology Provider of the Yeararclays were looking for a new, compelling and Risk Management Software of the Year informative way to communicate with their Best Trading System
customers and create a more personal experience with increased engagement. This led them to become one of the first businesses to trial a groundbreaking new service from BT called BT Contact personalised video service. The BT solution, using industry leading technology from Idomoo, allows delivery of short, individually tailored, high quality videos to millions of customers. Businesses can create a video message template and then easily integrate a customer’s data to generate a unique and personal message. Both voice and text can be produced in multiple languages — with or without sub-titles —and these can be selected by the customer as they watch. It can also be used to provide information to customers who have difficulties with traditional printed documentation, for example people with visual impairment. The service is delivered from the cloud, meaning there is no initial capital investment. It can be fully integrated with an organisation’s web presence enabling near real-time creation of videos, delivered direct to a customer’s device, be that a computer, tablet, smartphone or smart TV. Barclays used the service to email its existing customers a unique video message, tailored with the information a customer would need to know about taking out a new loan or loan extension. It was able to tell its customers exactly how much
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they could borrow, and what interest rate they would pay, before they applied. Scott Thompson, Group Editor, FStech, said: “This was one of the standout entries across all categories at the 2015 FStech Awards. Best Use of Technology in Customer Service was a hotly contested category, and the judges decided to give the award to BT and Barclays for a clear, concise and compelling submission, detailing innovative technology and a groundbreaking campaign using personalised video on an unprecedented scale that delivered significant uplifts in engagement and applications.” Andrew Small, vice-president, Unified Communications and Customer Relationship Management (CRM), BT Global Services, said: “Our new BT Contact personalised video service helps businesses connect with their customers in a much more creative and engaging way. It helps them create deeper, more personalised interactions, thus improving customer service and increasing sales. This ultimately leads to greater confidence in brand and increased customer loyalty, resulting in great business outcomes. Whether it is sending account updates, loyalty-point notifications, new offers or any other kind of customer communications, personalised videos provide a new way to reach customers.” vw
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