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Responding to a customer-satisfaction survey at the Capital City Bank takes about 40 seconds,
thanks to the Dotcomments InTouch frontline effectiveness program. The innovative InTouch system allows customers
to respond to a brief series of questions about their customer-service experience using a personal digital
assistant (PDA) right at the point of service.
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Contact: Duncan Moore
Chris Hatcher
800.226.6395
Capital City Bank Improves Overall Client Service With the Revolutionary Dotcomments InTouch System
ALBANY, Ga., March 12, 2007 - Capital City Bank, a major financial institution headquartered in
Tallahassee, Fla., has improved the quality of client service and reduced training costs with the Dotcomments
InTouch frontline effectiveness program.
With approximately $2.6 billion in assets, Capital City serves thousands of clients in Florida, Georgia
and Alabama. Founded more than 110 years ago with just three associates, Capital City Bank now operates 69
banking offices, 79 ATMs and four mortgage-lending offices in three states. In the words of its Chairman and
Chief Executive Officer, William G. Smith, "Capital City is a super-community bank in the relationship
banking business."
Continually seeking new ways to improve client-service interactions, Capital City recently began using the
Dotcomments InTouch system. The innovative InTouch system is a turnkey frontline-effectiveness solution that
enables bank office managers to obtain information about a client's banking experience in less than 60
seconds using a hand-held personal digital assistant (PDA) at the banking location.
The Dotcomments InTouch system is a technology-based measurement tool that solicits information on the
client-service experience directly from the client. In the office, an associate approaches a client after a
banking transaction has been completed. The associate invites the client to take part in a brief survey that
can be completed in less than 60 seconds, then hands over a PDA while assuring the client that all results
will be kept private and anonymous. At the end of each week, the office associate uploads the data from the
surveys via a secure online connection to Dotcomments. The information is instantaneously transferred into a
Web-based report.
The methodology is designed to be simple and non-disruptive to the client's banking experience. Intrigued
by the offer and the PDA, clients rarely pass up an opportunity to provide feedback. Each PDA is customized
for a particular office, complete with the logo and style of the bank programmed into it. The PDA also
enables clients to select the teller, personal banker or customer service representative who served them from
a list in the questionnaire. The conditional logic of the program adjusts the flow of the questions according
to how each question is answered, which also enhances the specificity of each client's response. The result
is a vast collection of very detailed information for the bank. "Each office has a PDA and a goal of 10
surveys a week," says Denise Wilson, Vice President and Director of Opportunity for the bank. Since May 1,
Capital City associates have collected more than 8,000 responses.
The conditional logic of the program on the Dotcomments InTouch system adjusts the flow of
questions depending on how the preceding question was answered. The result is a vast collection of very detailed
information for the bank. Capital City Bank was able to improve the quality of customer service while reducing
training costs with Dotcomments' InTouch system.
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Unlike other client-survey methods, the InTouch system allows a manager to survey clients immediately
after their banking experience with a teller, personal banker or CSR. While the experience is still fresh in
their minds, clients can provide detailed information about the sales and service behaviors of the associates
serving them.
"Client care is exceptionally important to us," Ms. Wilson says. "We look at taking care of our clients
holistically. Being friendly is part of it, but it's not the whole thing. A big part of doing our jobs is
doing them correctly and accurately so we're delivering the level of service the client needs."
The InTouch system has become an important part of doing business for the 69 Capital City Bank offices.
Office managers rely heavily on the information contained in the InTouch system's weekly reports to drive
improvements in sales and service behaviors, and have also recognized the correlation between improving sales
and service behaviors at the frontlines and an entire range of performance metrics like referral growth, loan
and deposit growth, products per household and more.
"Deploying the system was easy," Ms. Wilson says. "The Dotcomments team really knows retail banking. Their
carefully crafted training ensured that our retail teams understood not only the technical ins and outs of
the system, but also the reasons why retail service excellence is so important to our overall success. The
results have far exceeded my expectations.
"It has done everything we expected and more," she adds. "We have identified the behaviors our associates
must use in order to consistently satisfy the client and to meet the client's needs. We want our clients to
be satisfied, but we also want to be able to effect change and that's where the InTouch system is superior to
other such services. It gives us the information we need so we can immediately effect positive change that
will lead to better service and better sales."
Headquartered in Albany, Ga., Dotcomments, Inc. is a consultancy providing frontline effectiveness
solutions to its client base of large service organizations specializing in the financial services,
healthcare and casual dining restaurant industries.
For more information on Dotcomments or the InTouch frontline effectiveness program, contact Duncan Moore
at 800.226.6395 or dmoore@dotcomments.com.
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