SOURCE: Allegiance, Inc.

April 17, 2007 11:12 ET

Washington Trust Bank Focuses on Customer Retention With Allegiance Active Listening System

Largest Privately Owned Bank in the Northwest to Implement Advanced Web-Based System to Collect, Manage and Respond to Customer Feedback

SALT LAKE CITY, UT -- (MARKET WIRE) -- April 17, 2007 -- Allegiance, Inc., the premier provider of enterprise feedback management solutions, today announced that Washington Trust Bank, the largest privately owned bank in the Northwest, has selected CustomerVoice to facilitate customer feedback, enhance customer loyalty and ultimately drive growth and profitability. CustomerVoice, one of six on-demand tools from the Allegiance Active Listening System, provides Washington Trust with a single repository for all of the bank's customers' feedback, whether received through the Web, email, surveys, mail or the phone.

The 105-year-old bank has selected CustomerVoice as its main vehicle for customers to easily provide feedback at any time of the day, and do so anonymously if desired.

"Washington Trust Bank is known for its outstanding customer service," said Tammy Strom, AVP, market research manager for Washington Trust Bank. "CustomerVoice is an additional tool that we will use to provide excellent customer service. It will allow us to immediately respond to customers and track ongoing consistent issues that may arise. We will also now have more opportunities to communicate directly with our customers regarding their concerns, as well as a greater ability to pick-up on issues that we may not have tracked in the past."

Prior to selecting CustomerVoice, Washington Trust conducted paper-based customer surveys and provided a "contact us" email button on its Web site. By the time the survey data was received back from customers, it was often too late to resolve concerns and difficult to respond directly to customers who did not leave contact information. In addition, survey comments were tracked separately from customer emails, letters and phone calls, which made it difficult to manage feedback and identify trends. CustomerVoice serves as a case management system that allows Washington Trust to capture comments from both Internet users and non-Internet users. Comments captured outside the Web are entered into the CustomerVoice Desktop Input interface and administered the same way as Internet comments.

"Washington Trust, like many organizations seeking customer feedback, don't have systems in place to effectively capture and manage it," said Adam Edmunds, president and chief executive officer of Allegiance, Inc. "The Allegiance Active Listening System resolves this concern for Washington Trust, providing an automated feedback system with easy and robust reporting capabilities to help make more informed and responsive business decisions. We appreciate the confidence this trusted financial institution has placed in our system."

CustomerVoice has built-in accountability that routes categorized feedback to the appropriate department or branch manager who is responsible for a timely response. The aggregated data collected in CustomerVoice also provides Washington Trust with information it can use to develop customized programs and measure, trend, and track customer satisfaction and loyalty levels.

About Allegiance

Allegiance, Inc. is the premier provider of on-demand enterprise feedback management solutions that drive growth and profitability through improved customer and employee loyalty. The Allegiance Active Listening System (ALS) is a suite of Web and phone-based solutions that allows organizations to collect real-time feedback from all points of customer and employee interaction. Each component of the ALS can be customized to fit individual corporate needs and serves as a case management solution by tracking feedback from submission to resolution. As a result of the flexibility and power of the ALS, Allegiance serves customers of all sizes across a variety of industries. Allegiance is a privately owned company based in South Jordan, Utah. For more information about Allegiance, visit www.allegiance.com.

Contact Information

  • Allegiance, Inc. Contact:
    Thomas Oldroyd
    Director of Marketing
    (801) 617-8000
    Email Contact

    Media Contact:
    Kevin Wilson
    (513) 898-1008
    Email Contact