P&N Group unifies bank service with Genesys, Salesforce

P&N Group has deployed a unified customer service platform from Genesys and Salesforce across the contact centres of P&N Bank and BCU Bank.

The system makes the banking group one of the early global users of the CX Cloud product.

The rollout combines voice handling and customer relationship management in a single system for the group's contact centre operations. The change is designed to reduce administrative work and give agents a fuller view of each customer across channels.

P&N Group is one of Australia's larger customer-owned banking groups, with P&N Bank operating in Western Australia and BCU Bank in New South Wales and south-eastern Queensland. Its contact centre teams handle more than 22,000 calls a month across sites in Perth and Coffs Harbour.

Single platform

The new setup combines Genesys contact centre software with Salesforce CRM tools. Agents can now handle calls directly within Salesforce, while the system automatically generates call summaries and case notes.

Real-time transcripts and keyword detection identify the subject of a call and present the relevant workflow to staff. If a customer mentions issues such as a lost card or financial hardship, the platform surfaces the linked process instead of requiring the employee to search for it manually.

The system also supports a single customer view, allowing staff to see prior interactions across online, phone and digital channels. That should reduce the need for customers to repeat information as they move between channels.

Operational changes

P&N Group said the changes have reduced average handling times and improved scheduling during peak periods. Predictive routing allows teams in Perth and Coffs Harbour to support both brands more flexibly when demand rises.

According to internal measures, employees are saving up to 15 minutes a day on administrative work, while average handle times have fallen by about 20 seconds per call.

Those changes are partly linked to automatic summaries and after-call administration tools. Team leaders also have a combined view of performance and scheduling, which helps with coaching and workload balancing.

Broker partners are also expected to benefit. More consistent customer records and faster access to information should improve service reliability during busy lending periods.

Management view

Warren Willis said the programme is aimed at simplifying processes for both customers and staff.

"When it comes to customer experience, it's about doing the basics well. We're focused on giving our people better digital tools, cutting out friction, creating a single view of each customer, and removing manual work so our teams have more time to focus on what matters - our customers," said Warren Willis, Chief Transformation and Technology Officer, P&N Group.

Jacob Wrigley said the system is changing how contact centre teams manage calls and follow-up work.

"By reducing manual tasks and delivering high quality summaries across 100% of calls, we're empowering our Contact Centre teams to deliver more personalised, customer-first service.

"One of our long-term team members said they 'no longer feel the post-call rush' - a sign the system is doing exactly what it should," said Wrigley.

He also said customers benefit from greater continuity across channels.

"And for our customers, it provides them with a seamless experience every time by offering a fully connected customer journey. If a customer chats with us online, then calls, our Contact Centre can pick up the conversation exactly where they left off." said Wrigley.

Banking context

Banks and other financial institutions have been increasing their use of artificial intelligence in customer service, particularly in call routing, transcription, summarisation and agent assistance. The focus has often been on reducing repetitive tasks while keeping human staff in place for more complex or sensitive interactions.

For customer-owned institutions, the operational case can be especially important because they tend to operate at a smaller scale than the largest listed banks while facing similar expectations around speed and service consistency. In that context, integrating multiple service systems into one platform can also reduce fragmentation between brands, products and service teams.

P&N Group said the combination of predictive routing, workforce optimisation and analytics has improved first-contact resolution and forecasting accuracy. It also said removing the traditional rush to complete notes after a call has been one of the most noticeable changes for long-serving contact centre staff.

The group now uses a single system to manage voice interactions, customer records, workflow prompts, summaries and performance oversight across its two banking brands and two contact centre locations.