Case Study: Camden National Bank achieves 24/7/365 customer availability and operational efficiency with Jack Henry Banking’s jhaCall Center

Camden National Bank - Customer Case Study

Camden National Bank, a $3.8 billion community bank based in Rockport, Maine, needed to extend customer support beyond branch hours to provide 24/7/365 service and maintain continuity during events like blizzards. To meet that challenge they partnered with Jack Henry Banking and selected its jhaCall Center solution, including the jhaCall Center software and outsourced services (After Hours, Full Business Services, and Select Services).

Jack Henry Banking implemented jhaCall Center’s in-house CTI software plus a suite of outsourced call-center services, enabling bank-branded, 24/7 telephone support. The solution handled roughly 1,000 calls during two blizzard disaster declarations, absorbed higher holiday and after-hours volumes (notably on Veteran’s Day), reduced Monday/holiday call spikes, allowed Camden to repurpose internal staff, and uncovered process improvements through better call-volume analytics—positioning jhaCall Center as mission-critical to the bank.

Camden National Bank

Stacy Giansiracusa

Assistant Vice President, Customer Assistance Center