ANZ Private Wealth uses telepresence to improve customer service

ANZ Private Wealth uses telepresence to improve customer service

Customers can conduct meetings with bank staff based in Australia, Singapore, Hong Kong or New Zealand

ANZ Bank investment services division, ANZ Private Wealth, has implemented a telepresence offering called Wealth Presence to allow customers easier access to its staff following a four-month trial which began in September 2011.

Speaking at the Cisco Live conference in Melbourne, ANZ Private Wealth chief operating officer, Angus Gilfillan, said the bank has rolled out the system to six locations including Brisbane, Sydney, Newcastle, Adelaide, Melbourne and Perth as of March this year.

According to Gilfillan, the Cisco implementation has made it easier for clients and private wealth managers to discuss transactions such as portfolio planning, investment opportunities and personal insurance without having to travel long distances for meetings. In addition, customers can schedule a meeting to suit their schedule and location.

Wealth Presence has also been used for video conferences with financial experts based overseas in Singapore, Hong Kong and New Zealand.

Gilfillan added that the bank takes security very seriously given the sensitive nature of customers’ information being discussed. “All of the telepresence units are behind the ANZ firewall and customers can see who they are talking to and they know it is a robust system,” he said.

“We’re doing 15 meetings a week using Wealth Presence and that is growing as clients become more aware of the service."

In addition, the bank is using the system to deliver training every week to front line staff as it is more reliable than any system the bank had previously used, according to Gilfillan.

ANZ Private Wealth is made up of five businesses including ANZ Private Bank, ANZ Trustees, E*TRADE, SuperConcepts and Investment Lending.

Hamish Barwick travelled to Cisco Live as a guest of Cisco

Follow Hamish Barwick on Twitter: @HamishBarwick

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