 st.george
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Create:
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St.George is Australia's fifth largest bank, having emerged from the amalgamation of St George Building Society, Advance Bank & BankSA.
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Core to the St.George brand is a strong focus on high levels of customer service, including the effective delivery of ATM and Branch information.
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To this end St.George chose to implement the eHound SMS platform, which allows consumers to submit a simple SMS query from their mobile phone and immediately receive back the details of those st.george locations in their vicinity.
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For example submitting the query “paddington nsw” to the Branch SMS number (19944STG) will generate the following result:
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Your nearest St.George Branch is: 354 Oxford St Paddington / Ph: 133330. This branch is open Sat morning.
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You can emulate handset queries to various eHound SMS services by visiting the SMS page.
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The system can accommodate postcode or suburb queries, with results being customised based on the concentration of locations in a given area. Where multiple results are returned in a single message, customers are given the option of requesting further information about a particular location. In this way consumers can access detailed information about a single location (such as in a shopping centre) if required.
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Analyse:
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The eHound platform incorporates a unique online reporting tool which allows clients to monitor consumer search activity across various criteria, including service categories (ATM, Branches); geography (state, postcode) and time (day of the week, month).
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Optimise:
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In addition to providing their customers with a quick and easy solution which can be accessed from any mobile phone, monitoring the geographic profile of search activity in relation to ATM’s and Branches generates business intelligence which allows St.George to measure the effectiveness of its current network (vis-à-vis customer needs), as well as identify any gaps in coverage which may require attention.
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