Customer Acquisition and Relationship Expansion
Attracting the right customers and nurturing them across their customer journey requires a blended approach of automation and your front-line staff. The Connects solution optimizes resource use, meets consumers in their channel and method of choice, and expands revenue. Connects detects prospect interest in the early stages of the customer journey. It measures the opportunity value and responds with timely and relevant content.
Many banks stop engaging after the account is opened or loan booked. Onboarding moves the customer to account usage and begins expanding the relationship. Ongoing outreach based on new insights and changing needs keeps the customer engaged. Data from surveys, staff interactions, transactions, and other events keeps engagement relevant and current.
Learn more: Improve Customer Acquisition
Intelligent Lead Generation
Intelligent lead generation (ILG) reaches and converts opportunities through digital channels with timely and relevant engagement. Results can be measured through improved acquisition, reduced abandonment, increased revenue, and reduced labor costs, orchestrating cross-channel engagement to maximize return.
Connects ILG:
- Detects website visitors using digital sensory
- Identifies user needs based on their navigation
- Measures interest based on behavior on the site
- Targets campaigns based on audience segments
- Engages users at optimal times based on their actions
- Uses communication strategies to influence and follow up with leads
- Tracks effectiveness through A/B testing and feedback
Sales Management
Sales management strengthens the FI’s growth. Branch and contact center staff need effective tools to help them take prospects from the early stage to a closed sale. Sales performance management helps FIs improve sales through analysis of sales data, goal setting, and sales activity tracking. It increases sales productivity, improves forecasting, and motivates sales teams.
Learn more: Sales Management
Pipeline Forecasting
The solution places qualified prospects who are not ready to purchase in the sales pipeline. Connects adds data from each touchpoint to the customer data platform. Automation routes activity through digital and staff channels based on value and complexity. Using diminishing return criteria, duration settings define activity for these ‘buy or die’ leads.
Referrals
Referral routing measures their likelihood of purchase. Based on product type, location, and value, it directs the referral either to automated engagement or to a staff work queue. The entire referral process starts with capture and moves through the sales pipeline until fulfillment.
Campaigns
The best marketing ideas require precise execution. Marketing automation improves execution. Whether it’s 1-to-1 or 1-to-many, it supports execution at scale. Campaigns help FIs detect needs, educate and influence, acquire and convert leads, and expand relationships. A best practice-based process coordinates cross-channel outreach to meet the needs of individual and business prospects and customers. A successful campaign strategy includes message relevance, a targeted audience, Omni-channel delivery, calls to action, follow-up, and KPIs to track success.
Connects includes out-of-the-box campaign types for every stage of the customer journey.
Customer Centricity
Connects stores prospect and customer data from all channels. This gives bankers a 360-degree view into needs and relationship health. It also equips staff to focus on needs and long-term goals to deepen the relationship and build trust. Data includes:
- Prospect and customer profiles
- Products of interest and propensity-to-purchase from digital sensory and staff input
- Self-disclosed goals from the self-service financial planner
- Satisfaction scores from surveys
- Engagement and associated results
- Appointments with topics of interest from the online scheduler
- Segmentation classification
- Attrition risk indicators
Reporting and KPIs
KPIs track progress toward achieving goals such as acquiring customers and reducing risk. Goal‑based sales performance allows staff to track against targets. Revenue forecasting reflects the sales pipeline status. Pipeline ratios show metrics by individual, channel, product type, and team. Tracking KPIs over time helps FIs identify strengths and weaknesses, allowing them to improve. In a competitive environment, justifying how marketing programs and campaigns generate revenue for your business is crucial to optimizing success.
