Getting Customer Service in Check

Zions Bank, a full-service bank, needed a user-friendly and scalable solution for searching, retrieving, displaying, and printing check images.

SOLUTION ACCELERATOR IMPROVES SPEED, SATISFACTION AND SERVICE

Approximately 4,000 Zions staff were using an outdated application to search for and view images of checks. Approximately 23 million check retrievals were performed each year. As the volume of checks increased year-over-year due to a greater number of accounts and transactions, the strain on the legacy check imaging system became apparent. While the user base was growing, application performance was declining and the retrieval application was also becoming increasingly difficult to maintain.



More than 6,300 Zions users now interact with the application to perform their work. System performance is now described as excellent, even after a 57.5% increase in the number of users accessing the application.

A User-Friendly and Scalable Solution

We implemented Retrieval eXpress, an application for IBM Enterprise Content Management repositories. Retrieval eXpress is a highly configurable application layer that allows user interaction with content stored in IBM Enterprise Content Management repositories. Retrieval eXpress includes all common functions required in a production storage and retrieval system, while accounting for differences in document classes, document properties, search templates, and security requirements. With Retrieval eXpress, approximately 80% of the functionality needed by Zions was provided out-of-the-box.

Better Performance Brings Positive Results

This accelerator has enabled Zions to provide excellent customer service to customers needing check images. Over 6,300 Zions users now interact with the application to perform their work. System performance is now described as excellent, even after a 57.5% increase in the number of users accessing the application. In addition to the performance benefits, users report that the Retrieval eXpress platform is “very user friendly,” which contributes to higher application adoption rates and improved employee satisfaction. 

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