Financial Services Solutions

Channel Renewal

With a renewed focus on growing the customer base and increasing loyalty, banks now recognize customer experience as a key to meeting these goals. At the same time, banks are determined to maximize the efficiency of large, widely dispersed operations to deliver a consistent, cross-channel experience for their customers, while reducing the cost for delivering this support.

Ideally, sales and service personnel should have a single tool for servicing customers that provides a consolidated view and includes all customer accounts ― including retail, credit card, and investment ― and a complete contact history. Benefits include greater service efficiency, higher customer satisfaction, increased customer retention, lower training costs, and new revenue opportunities through cross-selling and up-selling ― both in person and via phone center contact.

However, many banks built their channels independently using point solutions available at the time, and now find themselves in the position of having to manage and update multiple channels to meet consumer demands. This leaves each channel operating in its own silo of infrastructure and applications, while at the same time institutions face increasing pressure to lower cost, and improve agility to address new and unforeseen consumer expectations.

As well as hampering service, this also greatly complicates the sales analysis of consumer activities that is necessary to determine what customers buy, do not buy and why they leave. This is why technology analyst firm Gartner has recently listed resolving the channel and relationship management challenges as the top issues facing the banking industry today.

Solution Description

With NovaView 5.0, customers enjoy an improved experience as data is shared seamlessly and reliably across all the Internet, ATM, call center, teller and other channels. By creating a strategic approach to channel renewal, processes can be optimized, data can be re-used, new scenarios can be implemented more quickly, and issues can be resolved before they blow up. As a result, banks can identify and attract profitable new customers through improved marketing; improve customer retention and customer service with household, customer, and account reporting and analysis; and improve branch performance using branch analysis, reporting, and strategic planning.

Cedacri

Cedacri is a leading IT provider for financial institutions in Italy. With a turnover of €134.9 million in 2002, 552 employees and a clientele of 66 banks, Cedacri is a market leader in IT services.
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