Brickstream Intelligence Helps Lloyds TSB improve Customer Service in Branches
Brickstream Solutions Now Available for all United Kingdom Financial Services Companies
LONDON,UK - June 8, 2004
Today at the Institute of Economic Affair’s (IEA) 7th Annual Conference, Brickstream Corporation, a leading provider of branch-focused business intelligence solutions, announced that Brickstream Intelligence for Service has been selected by Lloyds TSB as part of a continued focus on empowering local branches with management information that supports the measurement and improvement of the customer experience.
Brickstream Corporation, a U.S. headquartered technology company, also formally announced the availability of its solutions for all U.K. financial services companies.
Brickstream Intelligence for Service delivers daily scorecards on the web to branch managers about customer service in the branch – such as customer queue lengths, wait times, transaction times, and abandonment rates. These scorecards provide a timely and fact-based view of the customer experience against which branch performance can be measured. Branch managers use the information to facilitate a process of continuous service improvement including optimized labor schedules, targeted training plans, and improved operating practices to ensure such things as high levels of cashier availability and short customer wait times.
Brickstream was initially deployed in a handful of pilot branches in late 2003 and has been well received by branch managers, employees, and customers alike. Over the first six months of the pilot Brickstream facilitated an increase in the speed in which customers were served by 25% and improved customer satisfaction by 5%, in the select branches. Based on the pilot’s success Lloyds TSB has decided to extend Brickstream to other parts of the branch network, initially in the London region.
Brickstream Intelligence for Service is based on the award-winning Brickstream System, a patented camera-based technology that anonymously tracks people in real-time as they move throughout a branch environment and subsequently transforms movement data into actionable web-based business intelligence.
“Knowledge is key in the quest to provide outstanding service to our customer on the High Street", said Phil Nunnerley, Director of Operations, Distribution, Lloyds TSB. “Brickstream technology will help ensure our branch managers have timely, accurate knowledge at their fingertips, and allow us to continue to improve the service we provide our customers.” "Brickstream provides local managers with feedback on the quality of customer service in the branch," said Simon Angove, President of Brickstream. "We are excited to forge a relationship with Lloyds TSB to support the strategy of delivering a superior branch banking experience.”
Brickstream is a relatively young company that launched two years ago in the U.S. and has experienced rapid growth, signing Bank of America (the number one bank in the U.S.), Royal Bank of Canada (the number one bank in Canada), Wells Fargo, Fleet Bank and SunTrust. Lloyds TSB is Brickstream’s first customer in the U.K. Today, Brickstream is formally making it solutions available to all U.K. financial services companies.
Brickstream is exhibiting and speaking at the IEA’s 7th Annual Conference taking place between the 8th & 9th June, 2004, at One Whitehall Place in London.
About Brickstream
Brickstream sets the standard for a new generation of customer analytics for the brick-and-mortar economy. Brickstream provides the Brickstream System, a closed loop solution that leverages anonymous smart video technology to continuously capture and analyze information about in-store customer activity and the effectiveness of customer interactions, and act on this information in real-time to improve the planning and execution of sales, service, and marketing processes. Developed over a period of nine years, the Brickstream System is protected by numerous patents. Brickstream serves retailers, retail banks, and consumer packaged goods manufacturers throughout North America and Europe. A partial client list includes Bank of America, Lloyds TSB, Royal Bank of Canada, Wells Fargo, SunTrust Bank, Office Depot, CVS Corporation, and Procter & Gamble.
Contact
Leigh Canavan
Brickstream Corp
404-243-8183
leigh.canavan@brickstream.com
