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Three New Applications Improve Customer Service

The Eighth District recognizes the value of integrating technology into customer service. In 1999, we implemented three innovative software applications to improve the level of service we provide.

1) ACSIS--Last October, the St. Louis Fed began using the Automated Customer Service Information System (ACSIS), an application that enables Fed staff to document customer questions and problems.

This software provides online access to customer data, giving Fed support staff a comprehensive picture of a financial institution's service requests throughout the Bank. ACSIS also helps our staff monitor the status of any outstanding issues and analyze the steps being taken to resolve them.

ACSIS will be fully implemented throughout the Eighth District by mid-2000.

2) FACTS--Another electronic tool designed to improve customer service is the new Fed Access Customer Tracking System (FACTS). FACTS is a data base containing information on the FedLine® and Computer Interface (CI) connections for each financial institution in the Fed System.

This application enables Fed staff to more efficiently manage customers' electronic connections, set up new connections and update information online. FACTS also automates our internal communications, which translates into more accurate and timely responses to your electronic service requests.

3) CSIS--In 1999, the St. Louis Fed began using the Check Services Information System (CSIS), a PC-based application that captures debit and credit information pertaining to our check services.

Our account executives and customer service representatives use CSIS to analyze a customer's deposit in detail and recommend how that institution can more efficiently and economically deposit checks with the Fed. Internally, the system's ability to evaluate volume and deposit patterns provides valuable information used in developing new check collection products for the District.

CSIS also enables us to examine our sort patterns and outgoing volumes to ensure we are processing deposited items efficiently. Increasing our operating efficiency reduces our expenses, which, in the long run, leads to competitively priced services for our customers. All Eighth District offices should be using CSIS by the second quarter of 2000.

All three applications are internal management tools; customers will not notice any changes in their FedLine software or CI connection. The benefits of these applications will be reflected in the improved quality of our customer service.

 

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