Chase called on Cognetics to solve the problem.

The Solution

Chase called on Cognetics to create a streamlined customer-response system. We created a desktop account-management system that lets any AE instantly pull together a complete, updated profile on any client. In place of the rigid-screen format that forced AEs to fumble for information on unfamiliar clients, we created one screen that contains all vital information--AEs simply point and click to get full details on any aspect of the client’s account. To accomplish this, we studied the details of each type of account. We sat by the sides of AEs as they hustled to keep pace with clients’ requests for information and counsel. And we both shaped and stewarded the entire project, to get the system working on schedule despite turmoil related to Chase’s merger with Chemical Bank.

The Result

• Account Execs need only one hour to familiarize themselves with the desktop
• By typing in one key word, they can find all relevant information for any account.
• 60% of the answers to customers’ questions are now found on the first screen