Financial services organizations such as banks, mortgage brokers and insurance companies operate in a hugely competitive and demanding marketplace. Attracting new clients and retaining existing customers is essential to competing with newer, more agile players. This must be achieved while controlling costs and delivering superior customer service, which is especially challenging for organizations saddled with expensive, complex and disconnected legacy systems.
Traditionally financial services organizations have focused on improving customer service by increasing internal efficiencies, which reduces the time it takes to open an account, pay out a claim or approve a mortgage. For many, these gains have already been realized.The jump to the next level of service requires a change in approach and will allow customers to access financial services how, when and where it suits them, with a response available in minutes not days.
Speed, accessibility and personalization have become vital. Organizations that transform their operations and connect customers directly with back office processes, fully leveraging all available channels, will reap the benefits.
Vignette helps financial services organizations deliver, capture and manage customer interactions across multiple products and delivery channels consistently and efficiently.
Records of all transactions can be stored in a central, accessible location and business transactions and customer interactions can be connected with back-office business processes to form a single view of the customer.