Frictionless Omni Fulfillment

Simplifying self-service, integrating staff assistance, and increasing fulfillment success.

Frictionless Omni Fulfillment
Empower Fulfillment

Empower customers across channels

Person Working

Integrate digital self-service with human assistance

Simplify Fulfillment

Simplify the fulfillment process with paperless and e-Signature

Fulfillment Deepen Relationships

Deepen relationships with targeted onboarding engagement plans

Omni Fulfillment

How can you delight customers and meet their expectations from anywhere at any time with a frictionless fulfillment experience? What does it take to rapidly retarget applications abandoned in digital channels? Take a few minutes to learn how you can increase deposit and loan revenue through your customers’ channels of choice.

Omni-Channel Collaboration and Delivery

Omni-channel collaboration facilitates an end-to-end fulfillment process for self-service or banker-led account and loan origination. The system includes common features along with channel-specific functionality for workflow and exception handling. Staff have a 360-degree view of all customer activity, insight, and data across channels.

Omni-channel delivery equips customers to start, stop, and resume their activities smoothly between digital and staff channels. It offers full visibility across channels to the customer and the institution. This results in a “know me” experience through digital, branch, and contact center activity.

Learn more: Omni-Channel Sales and Service

Omni-Channel Delivery: A frictionless customer journey
Path to Fulfillment: Let automation escort your customer through the steps to fulfillment

Frictionless Fulfillment Path

The fulfillment path includes a complex series of steps. Done well, neither the banker nor the consumer “feels” the complexity because automation does the heavy lifting.

Starting from needs analysis, simplify the path to purchasing and onboarding for your customers. A responsive user interface improves their experience. Streamline the application process through consistency, ease of navigation, accelerators, and paperless and e-Signature options. Automated onboarding directs follow-up and transitions the customer to account usage. At the same time, improve efficiency for your staff with automated decisioning, workflow, and compliance.

New business account fulfillment requires information, such as business structure and authorized signers. Workflow controls keep the application from moving forward until it captures the required information. Image ingestion is often required to record legal documents for filing. Additional services, such as night deposits, positive pay, and lockbox services, are often attached to the process.

Read more: Omni-Channel Fulfillment

Abandonment Retargeting

It’s estimated that at least 80 percent of purchases, including applications for new accounts, are left in the cart. Studies show that if the applicant is retargeted within 30 minutes, 30 percent can be guided to completion. The key is to detect the abandoned process, time the best response, and provide a clear call to action to help them finish the process.

Value of Converting Abandonment with Retargeting: Prompt customers to complete the application through automated detection and customer engagement with clear calls to action
Automating Decisioning

Automated Decisioning

Automated decisioning filters applications to reduce the volume of those that need banker review. Decisioning makes sure your business policies are followed and compliance needs are met. Automated decisions reduce marginal costs and free staff to focus on high-value opportunities with a high chance of closing.

Examples of decisioning factors include:

  • Identity verification
  • Address verification
  • Debit history decisioning
  • Credit decisioning
  • KYC/OFAC
  • Fraud risk
  • Attrition risk

Customer Onboarding

Transition the customer to account usage, strengthen the relationship, and improve retention with timely and relevant engagement. Account opening places the customer into an onboarding plan based on their profiles and account types.

Onboarding Example
Customer Authentication and Fraud Prevention

Risk Management

Identity theft is one of the fastest-growing crimes in the U.S. Numerous data breaches and fraud schemes have made it easy for criminals to obtain consumer data. Self-service digital access gives consumers choice, convenience, and control, but it also increases fraud and risk.

We provide a 360-degree customer authentication and fraud prevention strategy with six capabilities

Verifies the customer’s identity before giving access to data, transactions, or services.

Validates that an applicant’s identity exists and the person is who they say they are. It uses automated processes during new account opening, onboarding, and requests for products or services.

Ensures that an institution’s processes are aligned to enforce legal requirements, regulations, and best practices. It also provides proof of process for individual and business account ownership.

Is a measure of data’s usefulness for its given purpose. Factors include accuracy, completeness, currency, reliability, and relevance.

Uses predictive analytics to provide risk scores for each transaction and service event.

The ongoing collection of insight used to drive decisions.

 

Learn more: Mitigating Risk and Managing Fraud