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To streamline business banking and redirect the time that CSAs spent with internal staff back to customers, the bank ran two projects simultaneously. First, the bank provided CSAs with the ability to schedule meetings directly with business bankers; and second, the bank provided collaboration tools to internal staff, enabling them to contact bankers directly, in turn, freeing the phone lines for customers. The bank is now in the process of assessing the impact of moving to "SQL-as-a-service," a pay-for-use model of delivering databases to the business built on Microsoft SQL Server technologies. During this process, the advisor outlined the service structure and benefits to the business from delivering it based on Microsoft best practices.
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