Case Study: TowneBank achieves unified, personalized member service and faster handling (23s AHT reduction) with Talkdesk

TowneBank enhances personalized service through unified member service operations

TowneBank, a Virginia‑and‑North Carolina regional bank founded in 1999, prides itself on a member‑centric, relationship‑driven approach but faced fragmented customer service: siloed teams, a legacy queuing system, and no unified view of member interactions, which led to inconsistent experiences and operational inefficiencies.

TowneBank created a unified “Towne Member Care” team and implemented Talkdesk Financial Services Experience Cloud (with Copilot, Knowledge Management, voicemail transcription and ServiceNow integration) via a phased rollout and Talkdesk University training. The change reduced average handle time by 23 seconds, boosted agent satisfaction, scaled licenses from 40 to 180, delivered 68 of 70 five‑star chat ratings, and improved peak‑volume handling and post‑call processing while preserving human‑centered service.

TowneBank

Michelle Davis

Vice President, Systems Analyst