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Service & Support

 

We take our clients’ success personally — and have designed our service model to provide the technical expertise to resolve any issue and the ongoing training to amplify your success.

 

Why? Because your success is our success

Our customer collaborations have produced technologies that are as powerful as they are practical. We design every product to serve real-world needs while baking in the flexibility community banks need to evolve in a fast-changing marketplace.

 

We’re entirely customer driven

Because we’re owned and led by our customers, we’re uniquely aware of the challenges community banks face. Our customers are like family and we’ll always go the extra mile to ensure every detail is perfect and everyone on your team has what they need to succeed.

 

 

Support Available 24/7

  • 1 hour response guarantee
  • 30 minute goal, 7 minute average, 72% first call resolution
  • Specialist support receptionist available 24/7/365
  • Calls directed to first available analyst
  • Software calls routed directly to a supervisor
  • Certified technology and networking teams available
  • Online chat service for additional service

 

 

 

Dedicated Relationship Manager

  • Each customer works directly with a designated Relationship Manager
  • This empowers a highly productive multi-level relationship
  • Integration within all areas of the bank
  • On-site/teleconference meetings
  • RMs serve as an escalation point for outstanding issues
  • RMs inform bank of new products, review billing and oversee contract renewals

 

 

 

Collaborating for Your Success

  • User Groups. Every DCI customer is invited to participate in our user groups that form at annual user conferences, special sessions and on-site collaborations. User groups generate and vote on requests that improve our software and technologies. In the last 10 years, DCI has implemented more than 500 user group requests.
  • DCI University. Created to help our customers benefit from the full potential of our iCore360 and our banking solutions, DCI University provides hundreds of free trainings on-site, in our educational facilities, online and at our annual user conferences.
  • Operational Reviews. Driven by the needs of our customers, we have translated 50 years of experience into a systematic evaluation process custom built for community banks. In-depth evaluations produce insights that empower community banks to build on strengths and address challenges.

 

 

 

 

Customer Satisfaction is Job 1

In the past four years, 100% of our customers filled out the DCI Customer Satisfaction Survey and gave us an average 3.75 out of 4.0 rating. Our promise is simple: To ensure your success with breakthrough technology and extraordinary service. Read the 7 promises that set us apart

 

 

Created by Community Banks for Community Banks

 
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