Taking direct banking a step further
A first direct case study

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Page 5: Resources

First Direct 3 Image 6ICL, the information technology company, was brought in to develop PC Banking alongside First Direct. ICL is experienced in designing and building integrated systems and adapting them to the needs of individual companies. ICL helped set up a new telephone support number providing a technical back up service - for customers who experience technical problems - especially during set-up. Another telephone help line number is for the First Direct PC Banking Support Team. This is made up of First Direct staff who have been trained to run the PC Banking help desk service. They had to understand the hardware requirements needed to install the software and access the system, understand other jargon such as ’browser based software’ and also know what Java is - the language that PC Banking is largely written in. They assist customers with banking related enquiries whilst using the PC Banking system, e.g. being unsure how to access or carry out a particular transaction whilst on-line. In addition to the specialised numbers, users can also get assistance from the on-line help, sending an electronic message and by telephoning the telephone Banking Representatives.

An internal ’Cybercafe’ was set up for a week with exhibits and displays explaining what PC Banking is all about and how it works. This was to ensure that when customers called in, everyone would be aware of the service and would either be able to answer questions, or know who to transfer the query to. An internal magazine was also produced and distributed which gave a better idea of the look and feel of the new service, including pictures and graphics of PC Banking screens.

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