ATLANTIC CAPITAL BANK

 CASE STUDY
N O V E MB ER 2 , 20 2 0
INTRODUCTIONS

IMAD
TALILAH DAIZJANE KIERSTEN
HAMIDULLA
BROWN  HAUGHTON  HUFF  H

Administrative Technology
Research Director  Creative Director 
Director  Director
PROJECT DESCRIPTION 

ATLANTIC CAPITAL BANK WANTS TO KNOW IF THEY ARE TRULY MEETING

THEIR CLIENT NEEDS?
  HOW CAN THEY ENSURE THE SATISFACTION OF THEIR CURRENT CUSTOMERS WHILE
ATTENDING TO THEIR NEW CUSTOMERS? 
• WHAT ARE THE BEST WAYS TO ASSURE TO THEIR CUSTOMERS THAT ACB CAN BE
TRUSTED AND THAT THEY ARE SAFE ESPECIALLY DURING THIS PANDEMIC?
BRAINSTORMING 

Our team believes that ACB should improve their digital presence, especially during this pandemic. Offering detailed
tools and guidelines will limit customer confusion and frustration while working on the digital platforms. This is
especially important for their senior customers who may have trouble adjusting to the evolving technology. 

Many banks struggle to increase digital adoption amongst their customers. Which of course is the most important thing
right now due to Covid 19. Statistics showed that by July 2020, in most banks "contact center" usage in the US was up by
8 percent as compared to the percentage in December 2019. It's how everyone communicates without contracting the
virus. Anything virtual is big right now.
TARGET MARKET
RESEARCH
Atlantic Capital Bank's Target market includes middle
market customers, Small business clients, those who can't
receive lending and loans from bigger banks, anyone in
the US with credit issues, startup businesses, and non-
profits.
STAKEHOLDER
ANALYSIS 
Self-lender, a leading Fintech company offering
consumers a way to build their credit while saving money.
NEEDED RESOURCES
FOR IDEA 
ACB can re access and evaluate which branches
most contribute to their revenue. Based on that
data, they can close unnecessary branches
because it will save more money, money that can
be contributed to the online portals.
ACB SECURITY 

• Atlantic Capital Bank works with leading-edge technology partners to ensure that the most
secure environment is made possible for our valued customers
•Their system ensures that data-exchanged between your PC and our computers are encrypted
with 128-bit encryption
•User IDs and passwords are isolated from the Internet by being stored on Atlantic Capital Bank’s
computer
•Atlantic Capital conducts routine risk assessments to ensure every aspect of data protection is
considered, including using advanced software to test its firewalls and other security protocols
and even simulating attacks quarterly to make sure every employee is well-versed in the latest
phishing schemes
 SWOT ANALYSIS Strengths 
Helps customers
Weaknesses
May cause confusion to
with specific issues; our old-fashioned
Strengths  Weaknesses Digital servicing can be customers.
The company has a great Their digital presence less expensive than Few customers may use
IT team with advanced can be confusing or not branch and phone-based the portal because they
technological informative enough. services. Accessible to the are unfamiliar/intimidated
proficiency. Good convenience of the by digital services.
Fintech banking customer.
practices. 
Opportunities Threats  Opportunities  Threats 
They have enough room Will money be wasted if Reveals insight on any The portals could cause
to produce a new idea to the new idea doesn’t changes that can be made more confusion, leading
help clear up confusion.  work or isn't effective? to improve customer to stress and ACB could
experience. lose customers.

FOR COMPANY  FOR PORTAL 

PROJECT SPECIFIC INFORMATION

We noticed, the keys to satisfying distressed customers during this pandemic are simplicity,
transparency, awareness, thorough expectations, and frequent status updtes.
•We decided, digital tools can play an important role for services that require branch interactions
as well as guides to assist our customers' questions, needs, and struggles while using these digital
tools.
•We understand, Banks should provide their customers with the option of human interaction
regardless of what channel they choose, whether mobile (phone), branch, or digital. Though our
portals serve to assist the customers so that they won't feel like they need human interaction
especially during these times, it is important that each staff member is prepared
to quickly comfort, educate, and resolve any problems our customers encounter.
MARKET RESEARCH 

Our team took the extra mile to research how we could compose a plan that will satisfy the
customers as well as the company:
•Studies found that in 2018, 91% of mobile bankers preferred using the app over going to a branch,
while 68% of millennials who mobile bank prefer to use their smartphones. 
The (May 27-June 3, 2020) PWC survey revealed that "COVID-19 has primed consumers to be
more interested in digital channels than before" also, "Banks' success in pleasing customers came
from top-notch digital offerings and servicing...and better educating consumers on all of their
offerings" 
Studies showed that by July 2020, as people adapted to digital banking, contact center usage in US
banks was up by 6% and mobile usage was up by aproximately 8% compared to December 2019.
 ACB should create online PORTALS . Due to Covid 19,
a lot of customers are stressed. Creating the portals will
educate customers on any new tools, guides, changes,
and even provide the customers with useful COVID

SOLUTION guidelines, tolls, and services that may be useful. This

will show the customers how attentive ACB IS as they
address customer concerns. It also shows that ACB cares
and is willing to ease as much stress as possible, as they
strive to innovate new and helpful services while
ensuring everyone's well-being is of their top priority.
If we test this on some of our key costumers and
stakeholders, we could properly assess what
needs revision.

IMPLEMENTATION 
We could also gather a small group of tech
supporters to be on standby for any issues that
occur so we can recognize and fix them as soon
as possible.
NEXT STEPS 
Over the next few months of trial from the portal, if it is
successful, we can progress the technology. We can start by
moving the portal on to the app as well, and not just the
website. We can also generate new ideas within the portal
according to issues that occur. That can be anything from a one-
on-one messenger center within the portal, to a specifically
designed model to help customers who need a little more
attention regarding technology.
1)Who is "Self-Lender" and how do they contribute to ACB?

2)Who are some of ACBs key stakeholders? 

3) Could ACB give us some help for the prototype 

Questions?
*FROM GROUP*
Questions?
* F RO M CO MPA N Y *
Thank You