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WorldSmart Delivers Improved Customer Responsiveness and Satisfaction for Financial Services Firm, Evolve Bank and Trust

Superior customer service and responsiveness are at the top of client lists but can also be the most elusive to define and satisfy. Customer satisfaction can be improved by providing more flexible office hours to more office locations. Responsiveness can be obtained by presenting real-time knowledge and options to stay abreast of market conditions. Others say being available and accessible in today’s ever changing digital and automated world satisfies the most demanding palette. Addressing customer needs and wants, while delivering sound and measurable advice has been Evolve’s passion for years and PanTerra’s WorldSmart gives them the competitive tools to deliver.

EVOLVE SECURITIES NETWORK

Evolve Financial, a PanTerra customer since 2008, offers banking, investment and wealth management services. Evolve focuses on delivering personalized relationship-based services through banking and trust offices in major metropolitan areas including: Memphis, Dallas, Austin and Tucson. Evolve services include banking through Evolve Bank & Trust, brokerage through Evolve Securities, Inc., and Investment Advisory through Evolve Securities, Inc. or AFS Investment Advisors, Inc.

Evolve continues to raise the bar through the use of advanced technologies that enables the company to deliver superior customer service. Growth and success come from client satisfaction and are measured in many ways. Evolve Securities, has leveraged WorldSmart’s revolutionary cloud unified communication service to improve responsiveness and strengthen new business development. As PanTerra has added services, Evolve has utilized them to enhance business growth and reduce overall costs. In addition, Evolve has reported experiencing significant user productivity and client responsiveness as a result of WorldSmart service. The company operated independently out of multiple offices because of technology limitations, but utilized employee services across the organization. The operations required significant manual intervention and inefficient processes including call backs, expensive location calling, voicemails and long delays for basic information between employees and clients. Finally, there was valuable information that needed to be shared with clients and staff that could not be sent electronically. Evolve recognized they needed to improve both their service levels and accessibility, while lowering their exorbitant communications costs.

EVOLVE CHALLENGES

Having a number of communication products and services that are delivered in a disparate manner and deployed across multiple locations made it difficult to standardize and nearly impossible to implement even the smallest changes. The communications tools were quickly becoming outdated, requiring extensive maintenance and in some cases, replacement only to deliver the same fragmented end result. Donny Hurwitz, Evolve President, recognized their ability to continue to raise their service bar was being hindered by their technology limitations. Additionally, new communications methods such as instant messaging, text messaging, desktop collaboration and web conferencing were being requested by clients and staff. Donny realized that in order to deliver top notch services Evolve needed competitive unified communication tools. These tools would enable his company to increase its communications reach, improve customer responsiveness and ensure rapid staff adoption of these new mediums of communication.

THE SOLUTION

WorldSmart is the world’s first completely cloud-based Unified Communications service designed for mid-market enterprises (MMEs) consisting of geographically dispersed offices and or employees. The advantage of WorldSmart’s cloud-based delivery to Evolve was independence of skills to their geographical location in addition to new mediums of communication now available to staff, clients and new business prospects. Since WorldSmart seamlessly includes numerous communication services such as business voice, multimedia conferencing, web collaboration, fax, instant messaging, email, desktop share, and presence from one interface, it addressed all their communication needs and eliminated the fragmented use and limited mediums their previous solutions offered.

"When WorldSmart was deployed, improved customer responsiveness and satisfaction were noticed by both our clients and staff. As an organization we experienced a total cost of ownership reduction across all locations while our additional communication tools resulted in improved operational efficiencies."

Donny Hurwitz, President, Evolve Securities

WorldSmart benefits gained by Evolve include:

• Voice benefits gained included leveraging its unique service infrastructure to increase hours and expertise to include staff skilled from all locations regardless of time zones and location.
  
  • Evolve was able to set up extension dialing between all locations making internal calling more effective
  • Unique automated call routes were set up for each location to route callers to functional experts
  • Complete company visibility to operators using presence; administrative assistants were now able to screen executive calls from anywhere
  • Find me - follow me allowed staff to remain accessible by phone
  • Voicemail to email with transcription allowed staff to review messages from anywhere
• Instant Messaging used by staff increased speed of information flow; while MobileMessage enabled staff to quickly communicate with remote users via cell phone messaging.
• Deskshare is now extensively used as a policy for staff to share valuable information when sending data is not an option.
• New business development plans include webinars which allowing analysts to present valuable information to prospects and clients.
• Total reduction of communication cost and complexities with significant increase of features, benefits, sales, and customer satisfaction. All transactions securely made and stored for compliance. Additionally since there are no applications to install, IT staff resources requirements were significantly reduced.

About Evolve Financial

Evolve specializes in delivering personalized relationship-based services, offering banking, mortgage and trust services through Evolve Bank & Trust. Charted in 1925, Evolve Bank & Trust has been providing truly personalized banking services to all of our customers and clients. With our specialized mortgage division, we have nation wide lending capability as well as office locations in 10 states. The mission of our Trust division is to deliver professional performance to both individuals and businesses under the watchful supervision of competent professionals. From full management to specific assistance, our involvement is based on your needs.

About PanTerra Networks

PanTerra Networks, Inc. delivers the most comprehensive cloud-based unified communications service through its WorldSmart solution. WorldSmart makes companies more competitive by making them more responsive and includes all services and unlimited usage for unified business communications including voice, unified messaging, fax, video, instant messaging, email and calendaring, file transfer, mobile text messaging and presence integrated into its Unified Command Center (UCC). WorldSmart also includes group communications including desk sharing, web conferencing, IM conferencing, and audio conferencing. WorldSmart also integrates with Outlook and Salesforce as well as other commonly used CRMs through its included application programmers interface (API) enabling communication-enabled business process (CEBP) environments to flourish.

Being fully cloud-based, WorldSmart stores all your communications in the cloud, allowing you to access them with just an Internet connection and browser. The company is privately held and is headquartered in Sunnyvale, California, with Research and Development based in Hyderabad, India.

For more information, please visit www.panterranetworks.com or call +1 408.702.2200.