The global financial meltdown and the emerging new Normal have accentuated the need for innovative management of Customer Experience for Banks. Value for money behaviour of customers compounded by downward pressures on charges levied by Banks for value services are bound to push earnings down. In this context, Banks are looking to provide compelling customer experience that will differentiate their services and improve customer retention by exceeding customer expectations and facilitating increased brand value.
Leveraging our deep financial industry expertise of delivering transformational solutions to over 100 financial organizations across the globe, HCL has built the next generation Customer Experience Management” solution for Retail Banks called FinEdge™. Based on Microsoft Dynamics CRM, SharePoint and other Microsoft Products, FinEdge™ is the culmination of extensive development and real-world inputs from financial services organizations.
The 8 tenets of effective “Customer Experience Management” enabled by FinEdge™ are:
- Comprehensive view of Customer: 360º view of customer with all associated accounts/products, service interactions and campaigns.
- Customer Need Analysis: Intuitive product offering by matching customer profile and needs to product specifications to ensure “Right selling”
- Multi-Channel Sales Management: Prospect and opportunity tracking through all stages and its related activities and collaboration till closure, including application tracking.
- Extensive Campaign Management & Tracking: Targeted marketing through customer segmentation and personalized communications.
- Customer Service & Satisfaction Management: Workflow driven customer service request management, SLA and CSAT tracking.
- Customer Complaints & Feedback Management: Multi channel origination and tracking of customer complaints and feedbacks with workflow driven SLA adherence ensures regulatory compliance and enables banks to do root cause analysis.
- Customer Loyalty & Referral Management: Manage customer membership in multiple loyalty programs, keep track of all the referrals and ensure that the customers shall become the advocate for bank’s service
- Robust Analytics & Reporting: Gain a better understanding of customers, track campaign responses, and find assess which campaigns and sales/marketing activities are providing the highest return on investment with the robust analytics and reporting capabilities.
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