3. Pace
“Being responsive is more than answering questions and giving choices. We help customers make sense of the choices and respond quickly.”
Suzy Brown, Investment Advisor, BMO Nesbitt Burns
We’re shortening the time it takes to make decisions, answer our customers’ questions and get things done. That means less red tape, simpler processes and shorter wait times. It means more of our people with the right skill sets and greater decision-making abilities, building relationships with the customers and communities they serve. This is how we’re picking up the pace.
Suzy Brown, Investment Advisor, BMO Nesbitt Burns
BMO InvestorLine introduced MyLink, a service that sends personalized messages directly to individual investors.
BMO InvestorLine® is top-ranked because it’s responsive to clients’ direct investing needs. This year we streamlined our online application process to allow clients to open trading accounts more quickly and help reduce approval wait times. Currently, 80% of online applicants receive swift approval and immediate access to their accounts. We also introduced MyLink™ in 2007, making us the first online brokerage in Canada to offer a service that sends personalized messages directly to individual investors. This industry-leading secure online service gives our clients access to relevant and timely information specific to their investment holdings, enabling them to make better investing decisions.
We have added 55 new mortgage specialists this year. And we are planning to hire another 80 next year. It’s all part of our strategy of shifting more of our resources to the front line to improve customer service, be responsive and faster in getting back to our customers.
Our customers told us that they want answers faster. And we acted. For example, we improved our Direct Promotions application process to get our Mosaik® MasterCard®2 credit card into customers’ hands much faster – 30% faster. For Canadian customers who apply for a loan or mortgage online or by telephone, we shortened the wait time for a decision by 88%. For qualified Harris mortgage customers, approval waiting times were cut in half.
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