The e-personal touch Featured

9:46am EDT July 22, 2002
When a customer visit a PNC branch office and inquire about a service that the bank offers, the teller or other contact immediately places an order electronically for a letter to be sent to the customer’s home addresses as a follow up.

The PNC employee selects the appropriate text for the letter from more than two dozen prepared blocks of text and supplies the customer information.

MarketPlace Direct receives the order and prints the letter, complete with the customer’s name, and envelope with the originating branch’s address. The contact’s name is printed individually on the closing of each letter, then delivered to the respective branch for the bank employee to sign and send to the customer.

Customer receive a personalized letter thanking them for visiting the bank, and inviting them to call or visit if they need more information.

Now that’s service.

Ray Marano