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Improving Customer Service at Cuscal

Cuscal is Australia's leading provider of transactional banking, liquidity and capital management products and superannuation solutions to more than 150 specialist financial services institutions across Australia.  Cuscal also owns and operates the rediATM Scheme, one of Australia's largest ATM networks. The rediATM Scheme enables participants to provide their cardholders with easy and convenient access to cash through over 3,000 ATMs across Australia.

When Cuscal's Technology Services team needed a new service desk tool, they selected Clientele ITSM. 

According to Marcus Vos, the Technology team lead, the choice was easy: "Clientele ITSM provides us with a simple and easy-to-use interface for my team to log and manage our incidents." By using standard features such as out-of the box templates, Cuscal has been able to increase the efficiency and accuracy of the data entry and reporting process.  

The Technology team have also started to use Clientele's Service Level Agreement module, which keeps track of critical response KPI's for the team. The benefit is that staff receive e-mail notifications before high-priority incidents breach their SLA and become overdue, allowing them to be more proactive in responding to business needs and set expectations accordingly.

The result of the new Clientele System is that Cuscal's Technology team is better able prioritise their work, focus on high-priority incidents, and improve the overall satisfaction of their Customers.

To find out more about Clientele ITSM, click here

More about Cuscal.

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