Delivering Service Excellence
Service delivery is a key touchpoint for ongoing customer management and, as a result, has a significant impact on your customers’ experience. Customers expect you to provide self-service functions and offer banker assistance for more complex transactions. If an error occurs, they expect you to be responsive, getting their request done correctly and in a timely manner. Keeping the customer informed, monitoring and preventing service level agreement (SLA) slippage, and measuring customer satisfaction provide needed insights to deliver service excellence. Watch this short video to learn more about improved service delivery in an omnichannel world.
Online Real-Time Self-Service and Staff-Assisted Support
Bankers and their customers can perform real-time customer and account maintenance online. Based on the need, the transaction may include customer self-service, banker-assisted, or full service. Real-time processes manage routine requests such as updating contact preferences, changing address, and initiating account change requests.
Banker Empowerment for the Personal Touch and Complex Requests
To provide seamless customer service, bankers need a full view of customer and account-level information. A 360-degree view of customer information, related accounts, contact history, and in-process and recent activities equips the banker to meet needs and extend the relationship. A banker can view pending service items, complete real-time maintenance, and submit complex requests through workflow to perform customer and account-level maintenance.
Routing Work and Tracking Success
Improve your staff’s efficiency with workflow automation. Streamline direct digital, front-office, and back-office activity with work queue management, notifications and alerts, SLA tracking, work assignment, compliance, and exception handling. Empower your staff to spend less time on the process and more time with your customers.
Use Cases for Service Workflow Manage
Transaction Dispute
Workflow ensures timely and accurate processing of disputes to protect the bank from loss and enforcement. Loss is often due to missed regulatory compliance deadlines or unfair treatment due to inconsistent processes. Once the banker captures the information and triggers the workflow, Connects routes it through the right teams based on the transaction type. Staff teams include Deposit Operations, EFT Services, Online Banking Services, and others. Throughout this process, the Connects monitors SLAs for each task with escalation points available to ensure all processing is completed on time.
Legal Name Change
When a customer needs to update their legal name, Connects uses this workflow to guarantee that the documentation is correct and sufficient, legal reviews and approvals are obtained, and systems are updated on time. This process includes decisioning to route the request through tasks and teams based on the outcome of the initial documentation review.
Encoding Error
Even in today’s highly accurate transaction processing world, mistakes happen. When they happen to your customers, this workflow provides bankers an easy way to capture the error and have it routed to the right team to resolve the issue and restore the account balance quickly.
Optimize Retention by Giving Customers a Voice
Listening to feedback related to service events empowers your institution to improve satisfaction and reduce the risk of attrition. A successful Voice of Customer strategy allows you a quantify your customers’ experience, communicate customer care, correct issues that are causing frustration, improve your brand, and retain your base.
