First American Bank Deployment Profile

Case Management

With this unified Sales & Service Management (uSSM) module, your institution can establish a uniform process for promptly responding to customer requests, resolving issues and providing personalized customer care—regardless of how an inquiry comes in (i.e. from the branch, mobile device, web, etc.).

The RespectTM Case Management solution gives front-office, call center staff and self-service channels the ability to resolve more issues on first contact—without requiring back-office follow-up. Whether a customer contacts the institution with a question, account problem or product inquiry, the KIVA case management software generates a record for each interaction. Your institution is able to easily track and manage how it responds to customers based on pre-defined service level objectives.