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M&T saves $2M and transforms digital adoption with Inbenta

Industry
Financial
Use Cases
Customer Service
Products
Digital Instructor

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Inbenta helps regional bank jumpstart digital adoption

Financial institutions understand the importance of customer service. M&T Bank, a community-focused financial services company, was enhancing its digital capabilities but struggling to bring its 5,000 retail employees up to speed. To fix this, M&T partnered with Inbenta on an innovative Digital Instructor platform that improved its customer service and transformed its employee training.

Inbenta’s Digital Instructor platform has delivered:

  • Cost avoidance: $2.03M in estimated cost savings
  • New digital product usage: 64,000 customers using a new digital feature
  • Call/service time reduction: 146,000 estimated minutes saved

 

Who: Founded in 1856 in Buffalo, New York, M&T Bank Corporation provides a wide range of financial services through more than 750 branches and 1,800 ATMs, as well as through its online and mobile platforms.

What: M&T Bank recognized the need to better equip its 5,000 retail bank employees with the knowledge and confidence to help customers with its new digital tools. Despite offering a suite of digital products and services, there was a noticeable gap in how comfortable and proficient employees were with these technologies, leading to challenges in customer service.

Why Inbenta: After trying conventional training with limited success, M&T turned to Inbenta for a more engaging and effective solution. Inbenta’s Digital Instructor platform takes an innovative approach to employee and customer education, leveraging micro-learning, gamification and step-by-step interactive demos to improve digital literacy, drive engagement and, ultimately, enhance customer service and retention.

Employees are not only taking the Inbenta-built Digital Instructor courses, they’re re-taking the courses — and they’re having a great time doing it.

Brandon Horbowicz – Vice President Retail Enablement, M&T

Challenge

  1. Digitize customer service while delivering the same or superior service as a physical branch

  2. Educate employees on the latest digital products and services

  3. Improve digital adoption to meet a surge in customer requests

Solution

M&T Bank partnered with Inbenta to deploy a comprehensive digital education platform. The solution included:

Employee Learning

An always-on internal hub where employees can access short, engaging courses and step-by-step interactive demos about digital banking tools. The platform is built around gamification, with point tallies and leaderboards, to engage and motivate employees to learn.

In-Branch Demos

A tool for employees to demonstrate digital products and services to customers side-by-side, allowing for practical, hands-on learning in a safe simulation of the digital banking environment.

Customer Direct Learning

A public-facing site where customers can independently access step-by-step demos and tutorials on digital banking, available via mobile or desktop.

M&T’s Digital Instructor platform demonstrates numerous digital banking services, including:

  • Mobile check deposits
  • Enrolling in Zelle
  • Internal transfers
  • Bill payments
  • Viewing statements
  • And more!

Results

Inbenta’s Digital Instructor platform has become a cornerstone of M&T Bank’s strategy to enhance both its employees’ digital fluency and its customer service.

By the Numbers

Since implementing Inbenta’s Digital Instructor platform, M&T Bank has seen:

  • 11.5 million pageviews of its Digital Instructor sites
  • 2.2 million digital demos viewed
  • 966,000 digital demo emails shared with customers
  • 171,000 Digital Instructor courses completed

Inbenta Benefits

  • Lower your cost, increase your ROI
  • Train your employees quickly and effectively
  • Improve your customer experience
  • Get higher retention rates, customer loyalty and lifetime value
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