Connecting People to Service. An MSC Company with Innovative Customer Journey Solution, Smart Queue Management, User Friendly Apps, Software and Hardware
Bank customers have more choices in how, when and where they can to do their banking today. Changing bank is easy and the engagement with one specific bank is not life-long anymore. Simply put, customers are prepared to walk away from their bank if their expectations are not met.
Let’s take a closer look at the challenges facing retail banks:
Customers select a bank or leave their current one because of the service quality at engagement points. Simply put, the Customer Experience and Service Delivery are more important than ever. At the heart of the Customer Experience is the quality of service provided.
Figure: A Seamless Customer Journey that integrates the Virtual and Physical World.
Why not welcome customers with a Meet and Greet Solution? Such a Solution will increase service quality by better matching customers and staff, based on the customer’s need and staff competence. In addition, Advisors are in a stronger position to meet the need since they have access to the customer’s service history and can prepare accordingly.
The right Solutions should help attract more customers by making the sales environment more comfortable and relaxed. Customers should feel welcomed and experience a higher service level.
You should look to implement Solutions that promote the optimal conditions for a positive Customer Experience that enhances the chances of the customer buying your product or service. A Solution should thus make it possible to give staff access to the customer’s “history” so that they can prepare in advance. This is key in delivering a Seamless and Personalized Customer Journey in an Omni-Channel Contex
Identifying ways to improve efficiency and reduce costs without compromising the quality of service is a challenge for many financial institutions. By applying solutions to better manage the Customer Journey, it is possible streamline the customer flow to increase occupancy and lower cost per transaction.
In order to reduce transaction time it is necessary to inform the staff about the customer’s requirements before they reach the counter. This enables staff to prepare while waiting for the approaching customer. By making it possible to identify the customer’s service needs early on for example by reading the customer’s credit card in a Self-Service Kiosk, it is possible to match the need with the right competence, which also helps save time.
A Customer Journey Management Solution should increase staff satisfaction by streamlining the customer flow and making it more efficient. It should also contribute to a sense of professionalism and give the employees knowledge about the customers to better match employee competence with the customer’s need. Staff can then take pride in knowing that they are informed and ready to meet the customer’s requirements and provide the best possible service. In addition, staff should be supported by Real Time Monitoring and resource planning that alerts managers when service level targets are not being achieved so that they can take actions accordingly.
Staying at the forefront is about continuous evolution – there is always room for improvement. The challenge is where and how. Using tools to determine and analyse customer throughput per hour, waiting and transaction time per customer and cost per transaction allows management to focus on areas with high improvement potential and initiate the right operational improvement activities.
The wrong solution can be worse than having no solution at all. Below are some examples, based on real life cases of what Retail Finance Clients have achieved with their Solutions:
With results such as these there seems to be very few arguments to not consider deploying Solutions to better manage the Customer Journeys.