Case Study: Wintrust achieves faster call handling and operational cost savings with FIS Code Connect (FIS)

Enhanced Data Access Improves Operational Efficiency and Customer Experience

Wintrust, a financial services organization operating 15 nationally chartered banks in Illinois and Wisconsin, faced disconnected systems that prevented call center agents from quickly accessing a unified view of customer accounts. To preserve its community bank experience and reduce call handle time and cost per call, Wintrust engaged FIS and implemented FIS Code Connect.

FIS used FIS Code Connect to link account data across the 15 banks and create a 360-degree customer view, enabling faster, more personalized service. The FIS solution reduced call times, increased operational savings per call, and improved call-center efficiency and overall customer experience.

Wintrust

Tom Ormseth

SVP of Retail Strategy