Idaho-based community bank D.L. Evans Bank has implemented Allegiance’s Active Listening System to listen and respond to the voice of its customers and employees.
D.L. Evans Bank is using Allegiance’s CustomerVoice and EmployeeVoice products, which are web-based solutions delivered via Software as a Service (SaaS).
The bank recognized the need for a formal feedback management system that would allow management to gather feedback from their employees and customers in a central location, respond to the feedback, and then track and create reports from the feedback.
CustomerVoice and EmployeeVoice are focused channels for feedback into D.L. Evans. To submit feedback to the bank, customers visit www.dlevans.com and click on the customer feedback link on the home page. Customers are then taken to a web-based feedback form, powered by Allegiance, where they have the option of submitting anonymous or identifiable feedback.
CustomerVoice serves as a case management system with built-in accountability that helps to ensure that all feedback receives attention. The aggregated data collected in both CustomerVoice and EmployeeVoice provides the bank’s management team with information it can use to identify areas for improvement, help create customized programs and make more informed business decisions.