CHARLOTTE, N.C. - The discount stock brokerage subsidiary of NationsBanc Corp. has installed new telephone customer support software from ProAmerica Systems Inc.
NationsBanc Discount Brokerage is using Richardson, Tex.-based ProAmerica's Service Call Management system to automate its customer support process, providing representatives with up-to-the-minute data on all client service requests.
The software, which runs on an IBM RS/6000 Unix-based server connected to Windows-equipped personal computers that are used by 33 NationsBanc customer support representatives. The system can support as many as 45,000 brokerage accounts, company officials said.
"With a traditional paper-based system, a customer calls in with a service request and speaks with an agent who begins the service process. If that customer calls again ... the entire process may be duplicated," said Roy Cozart, services manager at NationsBanc Discount Brokerage. "With (ProAmerica's Service Call Management), we are able to talk to customers with information at our fingertips regarding the service request - whether those requests are from last year or last week."
This software also provides an on-line linkage into the computer system of Little Rock-based Stephens Inc., NationBanc Discount Brokerage's securities clearing agent.