US Bank 2005 Annual Report Download - page 14

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12 U.S. BANCORP
CONSUMER BANKING:
Small Business Service Center
streamlines service delivery
we listen to our customers. When our small business
banking customers said they wanted a one-stop resource for all their special
banking needs and questions, we immediately began the development of
our Small Business Service Center. We created a model that tackled such
issues as staffing with a team of experts, ensuring the highest level of product
knowledge, taking full ownership of issues, and one-and-done problem
resolution, among others.
The system is designed to make banking smooth and effortless for these
valuable customers. Diverse customer service groups within the bank that may
previously have worked separately now are pulled together and collaborate
through the Service Center. Communication with customers has increased,
and customer satisfaction scores in the pilot markets have improved significantly.
Based on the success of our Denver pilot program, the Small Business
Service Center program has been expanded throughout Colorado and into
the St. Louis marketplace. Expansion into additional markets is planned
for 2006 to ensure that we are delivering Five Star Service to all of our
small business banking customers.
KEY BUSINESS UNITS:
24-Hour Banking & Financial Sales
Business Equipment Finance
Community Banking
Community Development
Consumer Lending
Home Mortgage
In-store and Corporate On-site Banking
Investments and Insurance
Metropolitan Branch Banking
Small Business Banking
SBA Division
Workplace and Student Banking