Both businesses and consumers alike expect digital experiences from their banks that rival those of retailers and other goods and services providers. Even corporate customers are demanding more efficient operations, greater connectivity, and faster delivery of innovative products.
Most analysts suggest that banks focus on customer experience by developing sophisticated self-service features that use complex data analytics and cloud-based solutions. An API-driven platform or hub will help clients embrace opportunities emerging through transparent connectivity to all aspects of the banks many departments and offerings.
Financial services organizations that use intelligent technologies to solve and even anticipate complex problems have realized a 20% savings in capital expenditures and a 20% decline in customer churn.
What Are the Most Important Issues in Financial Services Today?
Financial Services – banks, credit unions, investment firms, hedge funds, lending organizations (student loans, mortgage brokers, personal finance advisers) – are subject to a complex regulatory environment and a ultra-competitive consumer landscape, but now have the tools to build 1:1 relationships with customers by understanding their unique needs and delivering them the right solutions at the right time.
Legacy IT and DX
Integrate the Customer Experience (CX)
Banks should focus on integrated interactions – after all, there is no point in having great customer experiences that only happen in complete isolation from a customers’ account history.
For a great CX, interactions need to be both real-time and contextual for a particular customer’s history.
Finding ways to allow external applications to interact with legacy mainframe systems becomes a very powerful part of the CX strategy.
Giving external systems the ability to gain a real time view of customer transactions, integrations and products used is immensely valuable.
In an industry where legacy systems are basically sacrosanct and untouchable, modernization must happen at the customer interaction level but reach deep down into the core banking system using APIs and connective technology.
The Value of Clean APIs
Secure data sharing through the use of APIs in banking is growing, especially in Europe and the US, in part spurred by initiatives or regulations (such as GDPR).
A good API is, among other things, standardized. It saves time by allowing users to depend on it as they explore a potentially complex interaction - without having to rewrite every time. It signposts requirements and allows feedback. Design principles often applied to products and UI are applicable to programming interfaces.
Open Banking is here now
There is no longer time for banks to contemplate go or no-go. It's not just about regulatory compliance. It's about survival.
Open Banking – defined as a banking network that fosters secure data sharing – gives customers new digital touch points with which to access their financial information and creates new value streams for the organization, partners and customers.
Containers, distributed connectivity, and Open APIs based on a micro services architecture create agility.
Choosing the right solution is critical. Cloud-native applications must be connected together and run across multi-cloud infrastructures in an automated fashion.
Corporate clients want real-time visibility into each day’s financial transactions by their banks in order to make more informed cash-management decisions.
Banks need to meet the needs of their digitally engaged clientele. However, creating a digital experience requires more than simply making legacy processes available online.
Technology built on advanced, next-generation IT must integrate with legacy systems that very likely date back to the 1990s or even 1980s.
Threats and Opportunities from FinTech
Citigroup has created a digital-only bank. Chase launched Finn. Citizens Financial Group has created Citizens Access.
The digital-only bank is no longer the province of FinTechs. Options for escaping the confines of brick and mortar banking is available to consumers from their existing banks thanks to advances in integrated technology and the creation of new online banking environments.
How Difficult is it to Solve These Industry-specific Challenges?
Conversion as a Service
It's easy to solve industry-specific challenges – but more important to take advantage of them.
Conversion is a core strength of Compart and an enabling technology for Financial Services firms around the world.
QA Simplified: DocBridge® Delta
In the omnichannel world, Quality Assurance solutions need to compare documents that are to be rendered in every channel:
Print, mobile, web, social…in order to comply with state by state regulations.
The first priority for traditional banks should be to stimulate a culture of innovation and to have a” digital first” approach.
Customers and employees need to be able to interact in real-time through digital channels.
Centralized Document Output
Document creators can send their customer communication directly from their PC to a centralized production print center or Archive. Empower your agents in the field. Save time and money—and your brand equity.
Regulatory compliance can slow down a business unless automation improves the efficiency of the process. But think positive: customers trust companies that are compliant and prefer to do business with them – especially when their money is at stake.
A company’s commitment to respecting ethical codes is good for its brand and can boost consumer engagement by as much as 40%.
A majority of banks are still working their way up to omnichannel, according to Aite Group. Many are focused on developing digital tools customer for education, marketing and claims management.
Struggling organizations often cite the challenge of legacy systems not directly linked to their online applications and need to bridge the gap between the old, print-centric world and the new, omni-channel world of document output processing. How can Compart software solutions help your omnichannel communication initiative?
With a large volume of data and a relatively small team, this insurance company relies on powerful software for digitization, optimization and standardization of of core communication processes. The company expects to be fully converted from paper to digital by 2020.
Automate the handling of statements for optimal printing, record-keeping and archiving. Compart DocBridge® enables the automated analysis, sort, merge, stack and process. If the document is to be e-mailed, the system validates the name and the mailing address. Only then is electronic delivery considered secure..
Analyze all documents and prepare them automatically for both electronic and/or physical mailing
Eliminate human errors
Significant cost savings through optimizing postal discounts
Eliminate manual processes, saving the team 2 working days
Approximately 10,000 employees access more than 200 million policies, damage reports, and letters, etc. for processing. A critical factor for the enterprise is processing speed.
To safeguard against delays or failures, the insurance group built its Document Management system using DocBridge® Mill Plus for powerful conversion of high-volume files from any format to any format on the fly.
One of the strengths of DocBridge® Mill Plus is the ability to handle high-volume files easily, which in turn ensures speedy and uncomplicated access.
As budgets are generally a constraint in IT and elsewhere, it makes sense to reduce the cost of every single transaction. Transforming documents in batches is efficient as well as effective.
Integrate legacy with the New
Don't throw the baby out with the bathwater. APIs help to integrate the latest technology with legacy systems as you phase out the latter over time.
Enables personal and proactive responses to customer needs
The role of technology is to imitate and extend human dynamics with machines and devices. AI and robotics are rapidly developing and our technology complements their efficiency.
Provides a sharp competitive advantage
At the end of the day, what separates one provider from another is not product or even price, but rather the customer experience.
Independent analysis and positioning of Compart in the CCM landscape by Aspire Customer Communication Services. Watch the video.