Omnichannel Solutions for Financials

Idea

The Omnichannel concept is all about the customer. You need to interact with your customers on all of the channels and devices they use. You need to know and understand your customer in order to provide them with the right content and services on whatever channel or device they choose to use. And remember that this is a process - your customer may start his journey in one channel and finish in another.

The Omnichannel solution is not a single project or IT platform. It is a direction, or set of initiatives, where your organization should be heading. When Omnichannel is properly implemented, your customers will no longer interact with a channel but rather experience your brand on all channels. This is an “Idea Worth Coding”.

Integrate your channels
into a unique customer experience!

Internet - this is your key channel and it consists of three types of applications

Portal

Your portal is by far the most important and the channel your customers most frequently interact with. Make sure that this interaction is well designed and leads to transactions. Remember that your customer may use a PC, tablet or smartphone and may and will switch the tools they use along the way. What’s more, he or she, starting on Google, may land on any of your portal’s pages and start their journey from there; not necessarily from your home page. Is your portal ready for that?

Application Forms

Web forms are by far the most important sales mechanisms in the financial industry. Forms need to be strongly adapted to the device a user uses - desktop users could be offered full product forms while mobile users, especially smartphone users, should be offered small lead forms. Do not forget that your customer should have an option to save a form on one device and finish it on other. Are your forms that flexible?

Self Service Systems

e-banking or e-insurance systems are at the core of any financial institution’s digital strategy. Too often, however, this strategy assumes that user’s journey starts and end within these systems. Nevertheless, customers may need support from your call center or informative content from your portal. From time to time he may apply for a new product through an application form outside your transaction system. All of the platforms should be integrated to offer the best user experience to your customers on every device he or she uses. Do your systems offer the best user experience?

Mobile Apps

For many customers, Mobile Apps have become the preferred alternative to classic web service apps. Mobile apps need to be able to access content from the portal, integrate with sales forms and your call center just like traditional web applications. However, mobile apps open up possibilities for new Omnichannel scenarios by leveraging the native features of smartphones like geolocalization, notification mechanisms, QR codes, calendar, etc.

Mobile Apps

For many customers, Mobile Apps have become the preferred alternative to classic web service apps. Mobile apps need to be able to access content from the portal, integrate with sales forms and your call center just like traditional web applications. However, mobile apps open up possibilities for new Omnichannel scenarios by leveraging the native features of smartphones like geolocalization, notification mechanisms, QR codes, calendar, etc.

Call Center

In an Omnichannel world, your call center has an integral role. A call center may support web users via online web or video chat. Your call center consultants may re-initiate dropped transactions and applications. Consultants may configure a product for a prospect and make it available to him or her on-line for verification and transaction. Finally, the call center is a place where most of the lead forms are directed. Do you know that calling back a lead initiated on the web in less than 30 seconds increased the probability of closing the transaction by 50%? Is your call-center that agile?

Branches

Your branches will be where most complex transactions, initiated in the digital world, will finally be set and closed. Such a process will often include contacting the call center on the way. Throughout the process, your employees should have access to a customer’s profile and his / her transaction options. The customer’s journey, however, does not end in your office. From there it has to be directed back to the digital channels to use your product.

Agents and Partners

Your agents and partner have a role similar to that of your branches. However, they add an additional layer of complexity to the process of selling and servicing your customer. Their role needs to be represented in the digital channels too. Your customer should have contact with his or her agent and your agent should have a 360 oview of the customer to offer the best service possible.

Social Media

This channel is still new to the financial industry and its role is still disputed. However, it is hard to ignore that your customer’s journey may start from a friend’s recommendation on Facebook or Twitter. Social platforms may serve as a great tool for consulting and servicing your customers. They can be also a source of very valuable data. In cases of financial products that require less interaction (like many insurance products) “login with Facebook” may be a very useful way for accessing your transaction systems.

ATMs

In the case of banks, ATMs are one of the most frequent channels of interaction with their customers. Many customers have a smartphone in their pocket and many of them may have the bank’s mobile app installed. Integrating such an app with an ATM through QR codes (or any other visual recogition mechanisms) opens new ways of interacting with a customer. New user journeys can be initiated and new, effective Omnichannel scenarios can be designed.

Do you need Omnichannel Solutions?

Our components and competences

Although Omnichannel solutions are usually “tailor made” projects, we never start from scratch. We use well developed components and know-how that make our solutions reliable and fast to deliver. Our competencies include: