Prospect and Customer Management

Every financial institution aims to attract, retain, and grow customer relationships. How can you succeed in an Omni world? Success requires the ability to engage across the customer’s journey: engage early, provide relevant content, and measure results.

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Customer Journey Alignment: Meeting needs through all stages

Generate Leads

Connects expands digital marketing by enhancing customer experience and improving marketing results. A consumer-centric, technology-driven strategy builds success through earlier engagement and use of your website.

The solution uses the existing website to increase lead capture and conversions. Digital sensory identifies and tracks prospects from their first visit. Website behavior provides rich insight into needs and propensity to purchase.

Improved lead generation drives value through relevant and personalized content. The right message at the right time influences and guides consumers along their journey from the early stages through ongoing relationship expansion.

Connects collects insight and relevant data such as website behavior and self-disclosed information from surveys and financial planning. Analytics identify needs and readiness to purchase, driving how and when to engage.

The right content at the right time improves customer experience. Data analysis drives timing and content choices, increasing the probability of success.

Detect Opportunity Throughout the Customer Journey

Connects “listens” to prospect and customer activity to identify opportunities to engage. When the signal strength crosses high probability thresholds, Connects triggers relevant and timely engagement. Signal sources include:

  • Digital detection: Beginning in the early stages of the customer journey, Connects detects and measures digital activity such as website navigation.
  • Self-disclosed: Signals may also come from self-disclosed data from surveys or the personal financial planner.
  • Staff initiated: Additional signals may come through staff activity, such as referrals or service events.
Detecting opportunities throughout the customer journey
Customer Data Platform: Accumulates customer data for a 360-degree view

Accumulate Customer and Prospect Data

Your institution can gather a wealth of information through digital and staff channels. The Customer Data Platform (CDP) accumulates this information to provide staff with a 360-degree view. Connects identifies existing customers or adds new prospect records as appropriate to avoid duplication. It provides a cross-channel view of consumer and business leads, prospects, and customers.

Accumulated information includes:

  • Contact information
  • Segmentation
  • Related accounts
  • Service items
  • Personal financial goals
  • Customer value index
  • Risk scores
  • Banker insights
  • …and more!

Customer Engagement optimizes communication effectiveness by leveraging CDP knowledge, including:

  • Digital sensory detected intent
  • Propensity-to-purchase score
  • Engagement history
  • Appointment activity
  • Customer lifetime value index
  • Life stage and events
  • Customer preferences
  • Customer satisfaction indicators
  • Cart abandonment
  • Attrition risk factors

Connects accumulates and presents customer data to the user for a global view of the relationship. Drill-down capabilities and embedded links allow the user to take action directly from the customer profile view.

Ensure Success with Management Insight

Connects tracks key performance metrics to help you find areas of success and opportunities to improve. The solution reports data by segment, channel, location, and organization, allowing you to drill down into the details. Staff can review sales funnel ratios, engagement metrics, and abandonment rates at every level of the organization. On-demand reports expose staff performance against repeatable best practices. Root cause analysis reveals product and process deficiencies. Voice of Customer metrics ensure you meet the organization’s and the customer’s needs. Success can be measured through improved acquisition, increased revenue, customer experience feedback, and reduced marginal costs.

KPI Functional Areas

Value to the Institution

Connects prospect and customer management increases your competitive advantage. Connects detects, tracks, and engages prospects in the early stages of the customer journey. It reshapes customer experience through automated data-driven decisioning to engage at the right time with relevant content. Management insight provides metrics to drive success.

Competitive Results with Connects compared to legacy systems

Your institution will achieve results!

  • Detect early prospect activity through digital sensory

  • Use gathered data to deploy timely and relevant engagement

  • Route workflow through automated and staff channels based on opportunity quality, priority, and value

  • Reduce customer friction with highly targeted responses

  • Create a 360-degree view of your consumer base

  • Optimize staff usage through automated workflow routing

  • Monitor results through KPIs for process improvement