Case Study: Bank of Oak Ridge boosts efficiency and employee focus by reducing calls and backlog with Engageware Customer Self‑Service

Bank of Oak Ridge Turns to Engageware to Increase Efficiency and Employee Focus

Bank of Oak Ridge is an employee‑owned community bank in Greensboro, Summerfield and Oak Ridge, NC, offering a full range of personal and business banking services. Its call center was overwhelmed with routine “how‑to” questions, creating a growing account‑maintenance backlog and preventing staff from focusing on revenue‑driving and strategic work — and the bank wanted to reduce that strain without adding headcount.

The bank deployed Engageware’s Customer Self‑Service on its website and mobile app to centralize digital inquiries and surface instant answers to common questions. Post‑implementation, daily call volume fell more than 20%, account‑maintenance backlog dropped over 66%, technology‑related calls declined about 64%, and employees regained time to deepen client relationships and pursue strategic, revenue‑generating activities while customers gained 24/7 access to answers.

Bank of Oak Ridge

Jason Woods

Vice President, Manager of Interactive Services