Case Study: First Tennessee Bank

Delivering Exceptional Customer Service

First Tennessee Bank selected Cicero software to provide intelligent unified

desktop solutions for their customer service operations and throughout
Cicero Gets Data Others Can’t™
their enterprise.

Winner of a 2015 CIO Impact Award
Summary
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.
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.
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.
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.

Prior to working with Cicero, the

Challenge employees

»» Had to copy and paste data

The desktop conditions drove First Tennessee Bank to
between applications and
provide a patchwork of changes including the building screens
of new interfaces to simplify employee tasks. Although
»» Navigate multiple screens
these provided some relief, they did not address many of
including older legacy
the desktop issues impacting employee productivity and
applications
customer service. The Bank needed a solution that would
simplify the desktop and leverage their existing technology »» Log into several applicatoins at
the beginning of each day and
investments. They chose Cicero to achieve specific
then do it again several times
performance goals “… improved customer experience and
per day
simplified business processes through increased employee
productivity and effectiveness.” »» Follow cumbersome call flows
leading to incorrect data entry,
errors, and rework

2
 Solution
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 New Hire Training
Desktop consolidated 25 applications into a single desktop Time Reduced by
solution. The most significant improvement created by
the Customer Contact Center Desktop was with employee
training, which was reduced by 75%. Today’s Customer
75%
Contact Center Desktop incorporates 45 applications and
includes several new automated processes.

As a result, employees: Additionally, the new solution:

»» 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
»» 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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Focus on Employee Effort, Process Analytics &
Automation
Improve the Customer Experience
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.

919.380.5000

WWW.CICEROINC.COM

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.
Cicero Gets Data Others Can’t™

Benefits
First Tennessee Bank is realizing benefits across various contact center
groups. Overall the project:
»» Eliminates the need to rip and replace applications Cicero provides a higher
»» Integrates 45 applications from disparate platforms degree of automation,
»» Automates processes and automates workflow
enabling employees
»» Improves the customer experience
»» Increases employee productivity to focus more on the
»» Reduces redundant, manual, and repetitive tasks customer’s needs and less
»» Reduces employee training time by 75% and increases retention
on the complicated tasks
»» Increases quality assurance scores
»» Improves alignment of contact center and enterprise goals involved in meeting those
»» Empowers contact center with agility to respond to business needs needs.
»» Decreases dependence on overburdened IT resources
»» Provides a single and consistent view of the customer

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