Case Study: Bank of Oak Ridge achieves greater efficiency and reduced backlog with SilverCloud Inc.

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

Bank of Oak Ridge, an employee-owned community bank in North Carolina, was struggling with call volume that exceeded its team’s capacity and created a backlog of account maintenance work. The bank wanted to improve efficiency and employee focus without adding headcount, while reducing routine questions that kept call center staff from higher-value, revenue-driving activities. SilverCloud Inc. provided its Consumer Enablement solution to support this goal.

SilverCloud Inc. implemented the solution across Bank of Oak Ridge’s website and mobile platform, giving customers self-service access to answers both inside and outside normal banking hours. The result was a more efficient support operation: daily call volume fell by more than 20%, the account maintenance backlog dropped by more than 66%, and technology-related questions decreased by 64%.

Bank of Oak Ridge

Jason Woods

Vice President, Manager of Interactive Services.