customer challenges in banking

Customer challenges in Banking

October 2015

Copyright © 2015 Scriptura Engage

Reach. Connect. Engage.

Observation


The banking sector is working hard building up renewed

customer trust since the financial crisis, and it’s doing a

great job.

Still, according to researchers and banking associations, there

are still quite some challenges. Reorganization from silos to a

complete one-to-one customer offering, for example.

Next to this, ‘regulatory’ has changed and remains subject

to change, the economy goes fast, so product changes and

new products need to be communicated fast, and last, banks

need to find the perfect mix of customer touch points:

digital, mobile and human.


Useful Links


American Banker about the importance of

customer communications

International Banker about digital disruption,

innovation and organization

Deloitte about the outlook for banking

http://www.americanbanker.com/bankthink/communication-can-win-back-wary-customers-1069694-1.html

http://internationalbanker.com/technology/digital-challenges-in-banking-put-onus-on-a-change-of-mindset/

http://www2.deloitte.com/be/en/pages/financial-services/articles/2015-banking-outlook.html

Your customer,Your brand


The customer’s choice for a bank is based on brand

perception rather than cost.

Brand involves more than a logo and should be inspired by the

customer:

• How fast is my bank in its communication?

• To what extent can I independently search and find the

information I need?

• Does my bank reduce admin to a minimum?

• How progressive is my bank in terms of new technologies?

• How clean, accurate, relevant, personalized are its

communications and interactions?

Challenges


• Engage your customers

Personalize your interactions

Empower your customers

Be accessible and flexible

• Speed up operational processes

Improve (complex) documents handling

Empower your colleagues

Reduce worktime, speed up go-to-market

• 5 times ize to great customer experience

Standardize and Personalize

Digitize and Mobilize

Energize


Engage your customers


Why? Customers can easily change banks or become

your ambassador. Make them feel you care.

Personalize your interactions

Empower your customers

Be accessible and flexible

Interactive Document Assembly


• Compose communications easily by using flexible text blocks

• Choose salutation, language, (in)formal speech, etc.

• Use past customer communications to check relevancy, interests, etc.

• Secure critical content with modification alerts in the approval flow

• Authorize internal customization in restricted areas

Differentiating features: Comparing and Versioning

Compare customer profile data with the document you’re working on

Compare two versions to show the individual impact on the end result

Compare your communication to another communication already sent to the customer

Electronic Forms


• Use electronic forms for web or mobile purposes

• Surveys, requests for contact, purchase, info, etc.

• Mobile capture, like client onboarding, ‘investment profile’ determination

• You allow customers to self-service, to get in touch if they want to

• You can act faster in face-to-face appointments without any paper

Differentiating features:

Design intelligent forms without programming

Reduce paperwork and print costs, save time, decrease administration

Benefit from all HTML5 advantages

Dynamic Communications


Customer Experience and Customer Engagement is achieved as the communications are

interactive, personalized, secure, easily accessed and customizable.

• You can offer your customer a lot of information in a compact way

• Even complex information can be made accessible and understandable

• You enable your customer to find personalized information

• The communications can be made available via a portal or a mobile solution

• Interactive communications demonstrate your organization’s dynamics

• There’s no irritation anymore caused by ‘another piece of paper’ or ‘another download’

Applied examples: bank statements, fund evolution reports, consumption behavior, etc

Multichannel Delivery


• Send your communications through the channel(s) your customers prefer

• Email, online, mobile, print, text messaging, push notifications

• Archive your communications digitally

Differentiating features: Multibranding & Multilingual

Make your brand consistent across all communications

Give your brand a high-qualitative output

Make your brand unique

Speed up operational processes


Why? By making your processes more efficient, you

speed up your go-to-market and acquire new customers

faster

Improve (complex) documents handling

Empower your colleagues

Reduce worktime

Document Design & Generation


• Standardize where you can, avoid human error

• Design templates without programming, for multiple brands, multiple

languages: 1 template for many communications

• Make changes in a few minutes instead of hours or days

Differentiating features:

Care for accuracy

Keep control

Apply re-usable objects: 1 action, many changes

Contract Composition

observations


• Mainly a strictly IT-owned operation, whereas

customer relations lie with the business

• Often manual work, thus implies human errors

and time-consuming work

• Different policy departments have specific

requirements, but do share some T&C

• Changes to a contract can take a long time

which interrupts the negotiation phase

Long-term open approach


Implement a platform that can:

• easily integrate with any of your running

applications

• handle complex and sensitive data

• create any document

• create any communication or message

• distribute in any format via any channel

• offer a user-friendly interface

• enable interaction

• allow future technologies


It’s about people


organization customerCentralized

Communication

Platform

CRM

Bill

Order

Help


Customer Experienceyour best investment


Why? Not only because everyone says so, but also

because the customers are in charge. They make you.

Standardize and Personalize

Digitize and Mobilize

Energize


How does Scriptura Engage enable you?

• Standardize document template design for all messaging across the entire organization, no

matter how many brands, how many languages, how many teams involved. Customers

benefit from your organization’s operations efficiency.

• Personalize documents and communications without IT intervention, protected by team or

individual access restriction and by modification alerts and approval flows. Customers

benefit from your organization’s accuracy and quality and your tailored approach to their

delight.

• Digitize documents, forms and communications delivery. It doesn’t only structurally reduce

costs, it gives you a 360° view on customer communication, it speeds up delivery and

archiving and enables you to communicate through multiple contemporary channels.

Customers benefit from your organization’s flexibility, transparency and availability.



How does Scriptura Engage enable you?

• Mobilize your co-workers in the field and your customers on the way. Capture information

offline or online on a mobile device using branded forms and push it to all depending systems.

It can be used for tons of reasons, like client onboarding, inspection, inquiries, … and

integrated with digital signing. Customers benefit from a personal face-to-face approach

and a substantial decrease in administration and paperwork.

• Energize all your stakeholders, that’s our motto. Your customers in the first place. Show them

you care. Communicate with them in the best way. Encourage them to self-service and at the

same time remain available all the way. Moreover, if you manage to really enable and equip

your co-workers, give them thought flexibility, ease up their daily work, they will have and

take more time and pleasure in looking after your customers.


Increase customer interaction


• Reduce your administration time and that of your

customers

• Speed up business processes

• Approach your customers the way they want it

• Keep your customers posted in a balanced communication

strategy

• Spend more time interacting with your customers and

stakeholders

• Make doing business with you a delight


Give your organization oxygen


• Drastically reduce printing, sending and archiving costs

• Consider a balanced combination of standardization and

flexibility

• Save time and money by authorizing the best person in

place to compose and distribute communications

• Faster administration generates improved internal

organization and better customer relationships, higher

customer retention


Scriptura Engage is many solutions; start small, grow big


Enterprise Communication Platform

Document Design and Generation

Interactive Document Assembly

Multichannel Delivery

Mobile Electronic Forms

DoccleConnect


More info? Contact us:EU phone: +32 3 425 40 00US phone: 011 32 3 425 40 00email: [email protected]


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