Eaton Community Bank announces new Customer Care Center
Eaton Community Bank announces new Customer Care Center
CHARLOTTE, Mich. – The age-old tradition of self-improvement and new beginnings is once again on our doorstep. But New Years resolutions aren’t just for individuals.
At Eaton Community Bank, their commitment to customer service has officially kicked off the New Year early with the launch of its new Customer Care Center department.
“Technology and all those convenient digital tools are great; at Eaton we offer them all. But there’s no substitute for a real, live person when you’ve got an issue or even just a question,” Customer Care Center Manager Caitlin Vedder said. “Our goal is to not only provide exceptional customer service, it’s to create a positive impact on our customer’s lives.
“Customers have always received that great experience within our branches, and our new Customer Care Center better allows us to extend that same service via the phone, email and our online platforms,” Vedder continued. “Our Care Center team members each bring a vast knowledge of our products, services, loans and online banking systems to help customers promptly and accurately. Our goal is first call resolution, because we understand the importance of time and convenience.”
Vedder has worked at Eaton Community Bank for more than 18 years, serving in a direct customer service capacity the entire time. As a member of the bank’s Customer Experience Committee, Vedder was a part of the team that has worked on the Care Center project for more than a year.
In October of 2023, Eaton’s Board of Directors and Senior Leadership held a series of visioning and strategic planning sessions to set the direction of the bank through 2028. Enhancing Eaton’s already stellar customer service to ensure consistency across all engagement channels was a clear priority.
“The idea started with the simple question of whether we should create a call center,” Vice President and Retail Banking Officer David Hunt said. “We took a deep dive into how we can truly enhance the customer experience, and it quickly turned into a more comprehensive Care Center to create consistency not just via phone calls but also email and online channels. Plus, the Care Center better empowers our branch managers and frontline staff to be ultra focused on in-branch customers. It’s really a win, win.”
The Customer Care Center kicked off with a soft launch in December, and by its second week were operating at an 88% pickup rate and handling 55% of all calls into the bank.
With the formal Dec. 30 launch, all calls made to the Charlotte, Eaton Rapids, Grand Ledge and Stockbridge branches will route directly to the Customer Care Center. Calls made to East Lansing, Nashville and Olivet will first route to the branch with calls flowing to the Customer Care Center second.
“We have plans to grow the tasks and scope of the Care Center in the weeks and months to come,” Vedder said. “But for now, we’re excited to announce this new department as part of our ongoing commitment to delivering exceptional customer service.”
Eaton Community Bank has served mid-Michigan since it was chartered by two local businessmen in 1937 to help local families buy a home and provide a safe place to invest their savings. Today, Eaton provides expanded services and solutions to meet the financial needs of the diverse communities it calls home.