|Cambridge Savings Bank Launches New Website Using Same Intranet Software
When Massachusetts-based Cambridge Savings was looking to revamp their Web site to make it more functional and user-friendly, Banc Intranets’ content management system was a natural choice. The firm had successfully installed an employee Intranet for Cambridge Savings using BancWorks, and the bank felt Banc Intranets' content management system for websites would be ideal. And it was. “We loved the tool they developed,” says SVP/Chief Marketing Officer Karen E. Marryat. “It offered a great deal of customization and flexibility.”
Plus, Cambridge Savings liked the graphical way that information could be presented and that no special skills are needed to change the content—so anyone can update the site. With the old Web site, information was organized around text links, and the help of a third party was needed to make content updates.
Banc Intranets Was “Fantastic”
"The installation of the content management system and Web site launch went very smoothly. Banc Intranets had a no-nonsense, clear-cut approach and was willing to customize quite a bit," Marryat says. "Banc Intranets took a design that was created by another provider and loaded it into the content management system. It also uploaded all of the bank’s content to the new site. The people at Banc Intranets were so fantastic to work with,” she says.
Marryat appreciates the level of ongoing support provided by Banc Intranets. “We have had after-hours issues arise, and there’s always someone at Banc Intranets to respond,” she says. “The glitches have been very few, but someone from Banc Intranets has always helped us. We’ve now hired them twice, and we would hire them again.”
Cambridge Savings’ new Web site has a consistent navigation system and other features that make it easy for visitors to locate and respond to information. For example, Cambridge Savings’ customers can enjoy the convenience of being able to log into their account from the Home page. They can also complete and submit different forms online with the click of a few buttons.
These capabilities are important, especially given that research shows bank Web sites are becoming less functional and engaging. According to a study by New York-based consultancy Change Sciences, bank Web sites are becoming less welcoming, less informative, and harder to use. That’s not the case with Cambridge Savings new Web site, as the site is designed for easy navigation and accessibility.
Customer Service Critical to the Bank’s Success
With 175 years under its belt, Cambridge Savings Bank is one of the oldest community banks in Massachusetts. It’s also one of the largest. Cambridge Savings has 16 banking centers throughout eastern Massachusetts and approximately $2 billion in assets. The bank—whose slogan is “Smart Thinking for 175 Years”—offers an array of solutions for consumers and businesses, from deposit and loan products to trust and investment services.
Since its 1834 inception as the Institution for Savings, the bank has concentrated on one key area: servicing customers. “We have extremely committed employees who are very focused on our customers’ needs,” Marryat explains.
Needless to say, Cambridge Savings is avid about providing superior customer service. Hence, the bank maintains a formal, comprehensive customer service program that has translated into high customer satisfaction and its continued growth.
Philanthropy and Technology also Important
In addition to customer service, philanthropy is also an important element of Cambridge Savings’ success. The bank is dedicated to enhancing the communities in which it operates. In 2008, the Cambridge Savings Charitable Foundation awarded more than $500,000 to local nonprofit organizations.
Cambridge Savings is committed to adopting new technology. In fact, the bank has made significant and ongoing investments in technology, including its new Website, to ensure it keeps pace with the industry. In the past 20 months, Cambridge Savings has introduced a rewards program for its debit cardholders and made it possible for customers to open and fund an account online. Customers can also transfer money from other institutions via Internet banking. “We’ve spent quite a bit of time on channel management and making sure our customers can bank online with ease,” Marryat says.
In the future, Cambridge Saving intends to keep enhancing its online presence and operations to benefit its customers. “We will continue to look at ways to leverage technology and differentiate the bank while maintaining our focus on service,” Marryat says.
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“We loved the tool they developed. It offered a great deal of customization and flexibility.”
Karen E. Marryat