Case Study – Bank Midwest

The Challenge:

Bank Midwest in their 40 locations was saddled with inferior machines, an unresponsive national level billing department, continual sales force turnover from its provider (a sales force that only showed up when attempting to sell the firm an upgrade) and a lease loaded with overage charges and service charge price creep.

The Solution:

ProServ started the discovery process with a personal touch, making calls to the existing provider’s billing department to get the answers Bank Midwest had been unable to uncover. After a thorough assessment, ProServ was able to upgrade them to faster, connected, more productive equipment, find monthly service savings of nearly $2,000, and fix those costs for the entire five year lease.

Today:

The same ProServ account manager who initiated the engagement remains Bank Midwest contact, and will remain so for life. The account manager checks in with the client every month, and conducts quarterly reviews to cover preventative maintenance, service logs, capture and swap out defective machines (to ensure maximum efficiency), review needs and opportunities, and to make certain that Bank Midwest remains thrilled with ProServ’s service.
The ProServ account manager is the primary contact for Bank Midwest, but far from the only ProServ employee invested in the account. ProServ is built on an incentive based structure throughout the company, with all incentives oriented to customer service and solution stability. Each technician travels with several thousand dollars of replacement parts in their vehicle and their monthly bonuses are based on how efficiently and how infrequently they are dispatched on service calls. At ProServ, technicians who focus on preventative maintenance earn significant extra income for doing what is best for the customer.

And that’s the only kind of technician ProServ has. ProServ ownership, which is local, available and highly invested in the daily operations of the business, makes sure of it.

Client: Bank Midwest
Locations: 40
Headquarters: Kansas City, MO

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