Case Study: Washington Trust Bank achieves rapid, scalable online banking conversion support with Jack Henry Banking's jhaCall Center Outsourced Select Services

jhaCall Center Outsourced Select Services

Washington Trust Bank, a $5.3 billion community bank based in Spokane, Wash., faced a major challenge when converting nearly 35,000 customers to a new online platform. To ensure a smooth transition and preserve high service levels during the NetTeller® conversion, Washington Trust Bank engaged Jack Henry Banking’s jhaCall Center Outsourced Select Services to augment its call center for the event.

Jack Henry Banking’s jhaCall Center Outsourced Select Services provided scalable staffing, extended hours (evenings and weekends), and on‑site coordination with Washington Trust’s trainer to handle login and post‑login support. The vendor helped 75% of customers complete initial login within the first four days, dramatically reduced initial‑login call volumes by the end of the first week, and allowed the bank to maintain high service levels throughout the conversion.

Washington Trust Bank

Sharry Ditzler

Vice President Finance