DELIVERING DIGITAL
CUSTOMER EXPERIENCE
THE OLD TIMES?
REMEMBER
Circa 1472. Monte dei Paschi Bank.
The famous and the oldest bank of the
world in Italy.
HAS EXISTEDFORCenturies.
BANKING
STRONGFOUNDATIONS.
WITH
© shutterstock:lumokajlinioj
BUILDINGSremain…WHILE
HOWEVER…
HAS UNDERGONEtransformation…
BANKING
From…
..to…
..to…
..to…
..to…
DIGITALhas taken over!
BUT,ARE YOU DELIVERINGCustomer Experience?
MEET Sarah. A Millenial.
PHARMACISTLIKES TO HAVE
TIME FOR HERSELF
DIGITALLY SAVVY
HAS PLANS FOR FUTURE
SHE NEEDS HOME LOANShe Contacts You Online.
SHE DOES WHAT SHE DOES BEST. HUNTS LOANS ONLINE, COMPARES, CHECKS WITH
FRIENDS & FAMILY
AFTER ALL…
SHE ALREADY HOLDS AN
ACCOUNT WITH YOUR BANK
SHEEXPECTSA CAKEWALK.
BUT, NOTHING HAPPENS…
NOTHING HAPPENS FOR A DAY.
SHE IS ROUTED AROUND.
SHE IS REQUESTED TO SUBMIT DOCUMENTS AT THE BRANCH
HER PATIENCE WEARS THIN!
SHE WAITS, LOOKS AROUND FOR OPTIONS, MAKES CALLS.
SHE SWITCHES.
30 MINS…
WHAT SHOULD TAKE
TAKES DAYS!!
NAME, AGAIN?BTW, WHAT WAS HER
TO REMEMBER HER!SARAH, EXPECTS YOU
YES. RETAIL MORTGAGE LOAN IN 30 MINS.
AND, DID WE JUST SAY30 MINS!?
PIECES OF THE PUZZLE
LIE UNDER THE HOOD
SHE GOES TO THE YOUR WEBSITE, DROPS A CASUAL QUERY ON YOUR
FACEBOOK PAGE.
SARAHEXPLORES.DROPS HINTS ON FACEBOOK.
1. DIGITAL SENSING! Tap Customer Sentiment! Context Analysis! Automated contextual Response
Hello Sarah!Thanks for being an awesome customer. We have customized offers for you. Your personalized Link:
2. PROACTIVE ENGAGEMENT! Lending Process Kick-off.! Customized Offers.! Customer Data Integration.
Hello Sarah!Options for you based on your account history.
Select one or Talk to us!
3. LOAN INITIATION! Straight-through Processing ! Document Capture! Image-assisted Data Entry
SARAH COMPLETES THE APPLICATION ON MOBILE
4. CREDIT AND ELIGIBILITY CHECK! Straight-through Processing ! Automated Business Rules! Web-services based Integration
5. DOCUMENT VERIFICATION! Integrated DMS for Fast Retrieval! Automated Doctype Detection! Image Processing & Enhancements
SARAH RECEIVESREAL-TIME STATUS.
6. LOAN PROCESSING! STP / Automated Loan Booking! Auto-generation of Loan Documents! Automated Business Rules & Policies
SARAH RECEIVESCONFIRMATION & WELCOME DOCKET.IN 30 MINS!
7. LOAN DISBURSEMENT! STP / Auto Credit & Funds Clearance! Robotic Process Automation! End-to-end Process Orchestration
SARAH RECEIVES FUNDS IN THE ACCOUNT.
…IT WAS ALWAYS
SO SIMPLE!
IF ONLY…
IN REAL WORLD, MURPHY STRIKES…
…OFTEN.
SARAH INITIATES APPLICATION ON TABLET
But, She gets distracted…
!CROSS-CHANNEL
! Sign-up without documentation! Omni-Channel Loan Application Initiation! Cross-Channel Loan Application & Servicing
Sarah initiates on tablet, fills out details on laptop, completes it on mobile.
Multi Channel. Multi Form. Multi Mode.
Digital = The Power of device
CIRCLE OF ENGAGEMENT
SARAH HAS A GOOD CREDIT SCORE.BUT, HER PROPERTY IS NOT REGISTERED.
!CASE MANAGEMENT
! Case Folder! Knowledge Worker Participation! Ad-hoc Exception Handling
SARAH IS CONSULTED THROUGH THE PROCESS.
LEGACYSTRIKES.SILOS OF SYSTEMS NOT READY FOR INTEGRATION.
THEN
!ROBOTIC PROCESS AUTOMATION! Automated scripts for Routine Tasks! Automated Data entry! Assisted Task Execution
ROBOTIC PROCESSAUTOMATIONMOVES THE PROCESS ALONG.
SARAH FEELS SERVED. SHE IS A HAPPY CUSTOMER.
WHAT’S THESECRET SAUCE?
NEED TO COMETOGETHER…
THE INGREDIENTS
ORCHESTRATESEND-TO-ENDLENDINGPROCESS…
PROCESS AUTOMATION!!!!!!
ENABLES OMNICHANNEL AND CROSSCHANNEL INITIATION…
MOBILITY FRAMEWORK!!!!!!
ENABLES CUSTOMER CONTEXT & SEAMLESS AUTOMATION…
CONTENT MANAGEMENT!!!!!!
BUSINESS RULES!!!!!!ENABLES STRAIGHT-THROUGH AUTOMATION AND FLEXIBILITY
AUTOMATES THE MUNDANE AND FREES UP WORKFORCE.
ROBOTIC PROCESS AUTOMATION!!!!!!
CASE MANAGEMENT!!!!!!HANDLES THE UNFORESEEN AND ENABLES EFFECTIVE DECISIONS
SARAH IS MORE THAN A CUSTOMER.SHE IS YOUR ADVOCATE!
DELIVERING DIGITAL
CUSTOMER EXPERIENCE