Challenges in Customer Care
Top challenges
Intense competition and need to reduce costs are pushing banks to optimize their front-office processes and infrastructure. Banking clients are frustrated with the time and duplication of effort to conduct business with the bank. They are additionally frustrated by lack of visibility into their banking relationship. The main problems faced by banks are:
- Lack of differentiated client experience due to inconsistent view of client data.
- Complex and manual processes that limit upsell and cross-sell in banking.
- Cost pressures due to maintaining disparate front office applications.
How we can help
Business Agility in Customer Care means using an incremental approach to improve customer satisfaction and loyalty. With IBM, banks can continuously optimize front-office processes and applications by empowering business & IT users to automate processes in real time, improve efficiency, and build dynamic application infrastructure. With WebSphere solutions, banks can:
- Improve customer segmentation and conduct targeted marketing campaigns.
- Optimize sales processes such as account opening, lending, cross/up-selling, and dynamic product bundling.
- Enhance service processes including case management, dispute management, and event-based decision-making.
Customer Care in Banking: Improve customer satisfaction and cross-sell of bank products
IBM Customer Advisor Accelerator for Retail Banking
This accelerator provides banks with an automated and streamlined new account opening process for cross channel (web, branch, call center) and cross product (deposit and investment) support. Banks can quickly and easily access product selection and cross sell rules without the involvement of IT. The customer's needs can be determined thanks to analysis of a customizable dynamic questionnaire.
Bringing new agility to the point of contact
Use business rules to increase opportunities for upsell, cross-sell and customer satisfaction. Enable highly customized, flexible and consistent interactions in real time at the point of contact. By automating core decisions that need to be made at the point of contact with a BRMS extension, enable any contact person, or any front-end to promote the right product, service, or offering at the right time to the right customer—thereby reducing decision time while increasing relevancy and consistency.
Automate, streamline and optimize your account opening process
IBM offers proven Business Process Management (BPM) solutions designed to help banks develop and implement streamlined account opening processes and procedures with minimized risk and improved time to value. Improve wallet share by enabling more cross-sell and up-sell and automate key processes to eliminate redundancy and reduce errors.
Recover revenue lost to regulatory reforms by increasing cross-sell acceptance
This webcast features Brad Strothkamp, Principal Analyst at Forrester, serving the eBusiness and channel strategy professional. He's a leading expert on e-commerce and e-business strategies development within financial services. Join him and IBM experts as they why cross-selling is so vitally important is the revenue opportunities from fee income are down.
Banking Library: More downloads
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Cross-sell in Banking
On-demand webcast: Recover revenue lost to regulatory reforms by increasing cross-sell acceptance
