Bank of America, InfoNow map out customer service plan

Bank of America, InfoNow map out customer service plan
Tags: Bank / Credit Union, Software
March 3, 2002

DENVER - Customers searching for Bank of America ATMs will have an easier time finding them thanks to enhanced search functionality and location mapping. The new system is particularly helpful to people with disabilities, Bank of America officials said.

Bank of America is using InfoNow's enterprise channel management referral solution, which powers the bank's online ATM and Banking Center Locator, according to a company news release. By adding these new features, the bank's customer interface for its web-based referral solution meets most of the Americans with Disabilities Act standards. Customers can easily identify which of the more than 13,000 Bank of America ATMs and 4,300 banking centers in the United States is closest.

The ATM referral system identifies Bank of America's newly-deployed Talking ATMs. The bank operates 400 Talking ATMs in Florida and California and has plans for more than 2,000 across the country this year. Talking ATMs provide private, spoken instructions through a headset plugged into an audio jack for customers who are visually impaired.

Customers can search specifically for Bank of America ATMs and Visa Plus ATMs, banking center locations, and Premier or Private Banks. The new referral solution also will soon direct customers to locations where they can obtain foreign currency or handle specific transactions such as deposits. Maps and driving directions from the customer's starting location also are available. InfoNow's powered referral system, which logs more than 200,000 Bank of America transactions monthly, tracks out-of-order ATMs and redirects customers to the next five closest locations. The referral system is part of InfoNow's newly-released Multi-Channel Management Platform 5.0.

Denver-based InfoNow specializes in software and services for customer profiling and referrals, lead generation and management, multi-channel e-commerce and partner relationship management.