Goals

• Provide customers with competitively differentiated online service
• Scale customer service operations to support rapid business growth

Achievements

• Fast, consistent customer service delivered via web, email, and phone 
• 55% reduction in email workloads 
• Able to reallocate the majority of contact center resources dedicated to email response

“RightNow promised that they would help us achieve our service goals, and they delivered. As a result, TD Bank continues to provide consistently exceptional service across all communication channels with extraordinary resource-efficiency.”

- Mark Ellis, Senior Vice President of eCommerce, TD Bank

Since the early 1990s, TD Bank has grown rapidly from $2 billion in assets to approximately $40 billion in assets today. Now, with the help of RightNow CX, TD Bank is able to quickly and accurately respond to customer emails—over 97 percent of emails are now answered within 24 hours, and over 50 percent are answered within 6 hours. The online knowledge base has reduced email volume to the bank’s contact center by approximately 55 percent. This reduction, combined with the automation RightNow's solution has brought to email response management, allowed the bank to shift the majority of email customer service resources to other areas. Plus, with RightNow, TD Bank is able to enjoy a completely customized public interface of the knowledge base that matches the look-and-feel of the TD Bank site. 

RightNow provided the integrated email and web capabilities the bank desired, along with strong customization and XML-based integration tools. RightNow also implemented a variety of customized business rules: for example, one rule scans requests for sensitive information like Social Security and account numbers. If this sensitive information is found, the system refuses to accept the message and instructs the customer to go to a different system.TD Bank also took advantage of RightNow to add mapping and direction capabilities to the existing ATM/branch locator tool on the site.

TD Bank Support Site | TD Bank Homepage

About TD Bank, Inc.

TD Bank, Inc. is a leading banking and financial services company headquartered in Portland, Maine and a majority-owned subsidiary of TD Bank Financial Group with banking divisions in eight Northeastern states.