June 20, 2024
In our many conversations with banking leaders, we ask one question: “What are the top four things you look for in a core solutions partner?” One banker gave us their list:
We hear this sentiment echoed by just about every other banking leader we speak with. Banks need a provider that offers user-focused technical solutions AND a people-focused support experience tailored to the individual bank’s strategy. Smiley Technologies is that provider–offering core solutions and specializing in delivering personalized, high-quality support tailored to the unique needs of each bank we serve.
Smiley’s Sr. Brand Experience Director, James Paul, explains, “We understand that banks operate and perform differently. Because of this, we never want to supply an out-of-the-box support model that assumes what a bank may need. The only way we can provide the best support possible is if we fully understand the banks’ immediate needs as they relate to their overall mission.”
That’s only possible by understanding the people Smiley serves. Many fintech companies are developing products that “solve” what they see as a universal banking need. Smiley Technologies bucks the system by starting with the problem instead of the solution–solving a real need, with real people.
Nathan Wright, Chief Customer Officer, explains Smiley’s philosophy: "Smiley’s roots are in human interaction and valuing our partner banks’ needs and goals; we take pride in ensuring these fundamentals remain." Human relationships help the team better understand each client's unique requirements.
It only makes sense that Smiley has thoughtfully crafted a customer support experience with people at the heart. Everyone at Smiley, from support team members up to the CEO, is deeply involved in support and client success.
Director of Product Support and Implementation Janice Tillman is at the helm of Smiley’s mission to offer human-focused customer support. With a 29-year background in banking at both large and community banks, she is quite familiar with the diverse needs of different banking environments.
"We believe that every client deserves prompt and personal support," Janice explains. "In larger organizations, it's easy for requests to get lost in the shuffle. Here, our manageable caseloads allow us to respond quickly and effectively, ensuring our clients feel valued and heard."
Let’s peek behind the curtain and see what this experience actually looks like. When you call for help with an issue, there are three straightforward menu options: core software, IT, or processing. You make a selection, and you’re speaking with a member of the Smiley support team who already knows who you are. Since each bank has a dedicated phone number, the support specialist immediately knows who is calling before they even pick up the phone.
They work through your issue with you, and often, the problem is completely resolved on the call. If the problem can’t be solved on the first call, there is always a warm handoff to another expert if that is needed. The original support agent waits with you on the line, makes sure you’re connected with another expert, and explains your problem. We do the work for you by creating the ticket, resolving it thoroughly, and making sure you’re happy with the result. We call this methodology Service with a SmileyTM. It's our company-wide standard for building relationships with our bank partners.
We've all had those frustrating support experiences where it feels like nobody knows what's going on. This experience is so common with large core providers. You get passed from one person to another, and each time, you have to explain your problem all over again because no one seems to be on the same page. At Smiley, our small team does things differently. We works cohesively, so every support specialist is aware of ongoing issues and collaborates closely with others on the team. This way, you get consistent and knowledgeable help no matter who you speak with.
Smiley’s team members embody its dedication to personalized support. We asked two team members about their favorite support moments. Dacy Butler, Product Support Coordinator in Little Rock, shared a memorable experience where a banker called her multiple times on his last day at the company to personally thank her for the excellent customer service she consistently provided. Despite playing phone tag, Dacy finally spoke to him, and he expressed his gratitude for the positive impact she had made.
Another dedicated team member, Jilinda Barnes, a Deposit Product Support Representative in Little Rock, recalled a favorite support moment when a banker sent her a dozen Crumbl cookies simply to show appreciation for her excellent service.
These aren’t one-off experiences, though. To get the big picture, let’s zoom out to Smiley’s response and resolution times. At Smiley, 80.8% of calls are answered in less than 20 seconds, and the average call length is 6 minutes, well ahead of the industry standard of 7+ minutes. 91% of calls are resolved on the same day. Getting support is a quick and easy experience, and you will likely get a resolution on the same day.
So why aren’t all software companies providing a high level of customer support? Simply put, Smiley is built differently. We have no debt and haven’t taken on outside investments, so we don’t have that pressure to cut corners. Smiley has the autonomy to grow intentionally, prioritizing partners and delivering a high-quality support experience. We’ve found that we don’t need to sacrifice service quality for cost efficiency.
CCO Nathan Wright explains, "Our smaller size is a big part of our strategy. We see it as a strength, not a limitation. It enables us to offer an unparalleled support experience, highlighted with customers who share our values. With a tight-knit team and a focus on understanding each client's unique needs, we deliver service that larger companies simply can't match."
Smiley’s support team isn’t just here to help with the occasional software question: We are your partners in aligning your core software strategy with your bank’s strategic goals. Along with support specialists, our partners often chat with product area experts and even senior leaders, with the frequency tailored to the bank's needs. Banks get the level of support they need—as much or as little as makes sense for their business.
Going above and beyond to serve clients according to their individual needs is just part of Smiley’s DNA. We believe in understanding the big picture and supporting partners in their strategic goals. Support should go beyond quick fixes– it should bolster the people who are running the systems.
There was a moment that perfectly illustrates the relationship we have with our clients. The bankers, after working so closely with the Smiley team, didn't realize until they met in person that the Smiley people didn't actually work at the bank. Our team isn't just an external vendor; we become an extension of your team. This provides a foundation for banks to go above and beyond with their own customers and knock their goals out of the park.
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