GlobalTrust Bank transformed its customer service and internal communication processes with Yooper,
achieving higher customer satisfaction, lower costs, and improved compliance.
Leading to measurable improvements in efficiency, customer satisfaction, and compliance.

GlobalTrust Bank transformed its customer service and internal communication processes with Yooper,
achieving higher customer satisfaction, lower costs, and improved compliance.

Leading to measurable improvements in efficiency, customer satisfaction, and compliance.


Overview:

GlobalTrust Bank employs relationship managers, loan officers, and auditors who frequently travel within the country to meet clients, inspect branch operations, and expand business opportunities. However, the bank faced several communication challenges:

  • Difficulty coordinating between traveling employees and headquarters.
  • Missed follow-ups with clients due to poor scheduling.
  • No secure call recording & tracking for compliance.
  • High mobile call costs for employees working outside the office.
  • No real-time location tracking for traveling staff.

Challenges before using Yooper:

  • Untracked Client Calls: Traveling loan officers struggled to follow up on important customer conversations.
  • Delayed Communication with HQ: Relationship managers couldn’t relay real-time updates efficiently.
  • High Call Costs: Employees relied on personal phones, increasing operational expenses.
  • Lack of Compliance Measures: No secure recordings for critical financial discussions.
  • No GPS Tracking for Traveling Employees: Difficult to track on-the-ground staff for security and scheduling.



How Yooper solved these issues:

  • Scheduled Outbound Calls & Bulk Uploads: Loan officers and sales teams now schedule calls in advance, ensuring better follow-ups.
  • Yooper-to-Yooper Calls: Traveling employees make calls at no extra cost, significantly reducing communication expenses.
  • Secure Call Recordings & Playback: All financial discussions are recorded for compliance and dispute resolution.
  • Call History & Outcome Codes: Relationship managers can track conversations and prioritise high-value clients.
  • Internal Chat & Business Groups: Employees instantly collaborate with headquarters and other branches.
  • Advanced Analytics & Sentiment Analysis: Managers can review client interactions and identify opportunities for better service.
  • GPS Location Tracking: Traveling auditors and loan officers can be tracked in real time for security and operational efficiency.
  • Call Casting & Business DID Mapping: Ensures that client calls are routed to the right department or representative without delays.

Results:

  • 30% Reduction in Communication Costs: Lower call expenses for traveling employees.
  • 40% Improvement in Client Engagement: Faster and more efficient follow-ups with customers.
  • 100% Compliance with Secure Call Recordings: Ensuring all critical conversations are documented and secure.
  • Better Coordination of Traveling Employees: GPS tracking allows managers to efficiently plan and schedule visits.

With Yooper, GlobalTrust Bank optimised communication between traveling employees and headquarters, reducing costs while improving customer engagement and operational efficiency.

Now, bank employees can focus on building relationships and closing deals—without communication barriers.