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Harland Clarke Helps Financial Institutions Improve Customer Experience Through the Voice of the Customer

SAN ANTONIO (Oct. 24, 2016) — Harland Clarke, a leading provider of payment and marketing solutions to financial institutions, today announced the launch of its Voice of the Customer program, powered by Customer Service Profiles (CSP). This program provides actionable insight to help financial institutions improve the quality of service they deliver to their account holders. Through statistically relevant survey data, the company’s Voice of the Customer program will help banks and credit unions decrease attrition and increase revenue by supporting more targeted and tailored household acquisition and cross-selling programs.
 
To measure the Voice of the Customer, Harland Clarke collects data from account holder feedback, analyzes the data and provides the financial institution with an in-depth consultation, giving them opportunities to improve key metrics. Multiple regional and mid-sized banks and credit unions have already benefited from the new program. For example, a bank with $9 billion in assets employed Voice of the Customer achieved a 50 percent decrease in first-year attrition, with 43,000 new deposit accounts totaling more than $641 million in core deposit balances.
 
“The Harland Clarke business model is centered on providing our financial institution clients with the solutions they need to acquire new account holders and solidify their primary financial institution status,” said Rick Ebrey, Harland Clarke Payments Division President. “Voice of the Customer enables them to achieve those goals. This service is one of the many we offer our clients as we help them build stronger relationships with their account holders and improve their overall revenue.” 
 
As competition for new account holders continues to increase, the experience of every account holder is a critical component in their decision on where to bank. This program allows financial institutions to monitor satisfaction levels and receive feedback almost immediately after an interaction with their account holder. Through the Voice of the Customer program, Harland Clarke’s financial institution clients will have a competitive advantage when it comes to delivering superior customer service – which ultimately drives sales and increases revenue.
 
 
About Harland Clarke
Harland Clarke (www.harlandclarke.com) is a leading provider of best-in-class integrated payment solutions, marketing services, and retail products. It provides integrated solutions for financial institutions; investment firms; business-to-business clients; individual consumers; and small, medium and large businesses serving multiple industries. Harland Clarke’s clients range in size from major financial institutions and corporate brands to small businesses and individual consumers. Harland Clarke provides products and services to nearly 15,000 financial and commercial clients.
 
About Customer Service Profiles (CSP)
Customer Service Profiles (CSP) is a premier provider of Customer Experience Management programs and market research solutions. For nearly 30 years, CSP has provided Financial Institutions with valuable customer intelligence data and insights into their customer experience. As a full-service research organization, CSP provides actionable analysis and consultation that enables our clients to increase revenue, customer retention and profitability.
 
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Media Contacts:
 
Harland Clarke:
Name: Debbie Serot
Tel: +1 210 697-6239
Email: Debbie.Serot@harlandclarke.com