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Multi Channel

Challenges you may be facing

In the world of banking today, online channels are not viewed just as alternatives to regular channels or branch visits, but have special significance in terms of customer convenience. Banks are taking serious interest in developing well-conceived channel strategies to gain higher levels of customer retention and provide customer delight and satisfaction across their banking channels and products.

In this context, they are also waking up to the need for fixing their aging IT infrastructure and systems, which are not designed to relay consistent and personalized user experience across channels.  Surprisingly, even leading financial institutions are struggling to ensure this. The additional challenges of capturing, processing and making sense of valuable customer feedback in the form of voice, text and other data forms is making it imperative for them to conceive the right strategies while leveraging the latest technologies  to reap the maximum benefits.

What HCL can do for you

Over the years, HCL has pioneered, matured and delivered a set of models and frameworks resulting in a combination of talent, technology and expertise that is highly reliable in delivering the cutting-edge multi-channel solutions that banking institutions expect.   HCL has developed several state-of-the-art banking propositions and highly scalable agile models for customers.    

Digital System Integration (DSITM) is one of our flagship corporate value propositions developed lately to provide our customers with holistic guidance on channel transformation programs in light of the disruptive innovations in the digital space.    HCL has successfully conceptualized and delivered a fully loaded concept solution for channels under our umbrella offering “Customer Experience Management” which addresses the end-to-end value chain from customer experience blueprinting, to building futuristic data models to support multi-channel strategies for banks.  

HCL has wide ranging channel partnerships with key players across geographies with whom we undertake global channel transformation initiatives.   HCL also works alongside multi-vendor/consortium set-ups to drive these initiatives and can thus become a positive force in your collaborative set-up to drive your channel transformation projects. 

Why should you consider HCL?

Channel solutions are highly customized solutions that require wide ranging skills to realize their successful delivery.   Our channels practice incubates micro practices such as customer journey blueprinting, user interface design, and more, to build highly customizable business solutions in line with your customer’s demands and expectations.

HCL has matured a model that is highly scalable and agile which can deliver such solutions.   For instance, HCL delivered a platform to rapidly rollout mobile solutions for a leading bank in Ireland.

Finally, HCL’s proven next-gen flexible business models, such as IP sharing based joint ventures or alternative pricing models, create a conducive platform for such transformative initiatives to become highly successful.

Some significant channel achievements:

  • Established a dedicated portals practice with over 400 specialists, including a Back base CoE
  • Established an enterprise “Voice of the Customer” service across channels leading to a 20% improvement in product uptake, for a leading bank in the U.S.
  • Improved the contact center’s business process for a leading bank which resulted in annual savings of $12 million
  • Delivered seamless customer on-boarding capabilities and data integration solutions for a leading financial services institution through our proprietary FinEdge platform
  •  Developed a Mobile platform solution for a leading bank in Ireland, resulting in a 50% reduction in the duration of the application’s roll-out across mobile platforms
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What Customers Say

“Throughout this project HCL was responsive and adaptable to the various changes that occurred, while remaining focused and productive. Additionally, HCL has a sharp understanding of our business processes and technology environment, which has offered us the added benefit of not disrupting our own staff during this important integration.“

- CIO, New Jersey based P&C carrier

We are pleased with HCL’s implementation approach in a global delivery model leveraging the proposed solution accelerators in areas of data conversion, integration and reporting related to claims.”

- CIO, A Leading Mutual Insurer in US