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Making banks bankable

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Banking and Finance process automation solutions that drive better profitability, market share, compliance adherence and customer experience.

Engage Customers Better
Offer your customers a smooth banking experience, with on-demand product and service offerings made available over a multi-platform environment.

Enhance Market Share
Develop and deploy efficient processes to onboard customers, introduce new products and expand market reach, enhancing your top-line and bottom-line growth.

Ensure Compliance
Never miss a beat when it comes to compliance and regulatory adherence with a dynamic rules driven system.

Learn More: http://www.newgensoft.com/solutions/banking-finance/

Publié dans : Technologie
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Making banks bankable

  1. 1. MAKING BANKS BANKABLE
  2. 2. Let’s take a step back. Banks have changed over centuries…
  3. 3. From…
  4. 4. …to…
  5. 5. …to…
  6. 6. …to…
  7. 7. …to…
  8. 8. DIGITAL has taken over!
  9. 9. The Digital Imperative is upon YOU. Image Credit: emka74 / shutterstock.com Like Yoda said DO OR DO NOT. THERE IS NO TRY.
  10. 10. BUT, What was Digital yesterday…
  11. 11. is NOT Digital today…
  12. 12. What is Digital today…
  13. 13. Won’t be Digital tomorrow…
  14. 14. It’s not about Form. It’s about The Essence. Mobility v/s Experience
  15. 15. What’s The Essence of Digital Banking?
  16. 16. Customer Experience and Contextual Customer Engagement. Delight Your Customers.1
  17. 17. Be Faster Than The Fastest2Business Agility and Operational Responsiveness
  18. 18. 3Anytime Anywhere Business Ecosystem Make Your Business Infinite
  19. 19. So, Bottomline. Are You DELIGHTING YOUR CUSTOMERS?
  20. 20. LET’S THINK… of experiences that do NOT delight.
  21. 21. “We need you to come to the nearest branch and submit all the documents.”
  22. 22. “We understand this is urgent. However, please note that our standard SLA is 24 to 48 working hours. Our agent will contact you.”
  23. 23. “I cannot access that particular information right now. Can you tell us the reference number for your last open transaction?”
  24. 24. How do you Delight Your Customers?
  25. 25. YouNeedGuidingPrinciples
  26. 26. 1. Delightful Customer Experience is about Process Experience.
  27. 27. 2. Delightful Customer Experience comes from Contextual Engagement.
  28. 28. 3. Customer Experience is not orthogonal to Operational Efficiency.
  29. 29. 4. Value Chain is Out! Value Web is in!
  30. 30. Howdoes it all happen?
  31. 31. MEET Sarah. A Millenial. PHARMACIST LIKES TO HAVE TIME FOR HERSELF DIGITALLY SAVVY HAS PLANS FOR FUTURE
  32. 32. SHE NEEDS HOME LOAN She Contacts You Online. SHE DOES WHAT SHE DOES BEST. HUNTS LOANS ONLINE, COMPARES, CHECKS WITH FRIENDS & FAMILY
  33. 33. AFTER ALL… SHE ALREADY HOLDS AN ACCOUNT WITH YOUR BANK SHE EXPECTS A CAKEWALK.
  34. 34. BUT, NOTHING HAPPENS… NOTHING HAPPENS FOR A DAY. SHE IS ROUTED AROUND. SHE IS REQUESTED TO SUBMIT DOCUMENTS AT THE BRANCH HER PATIENCE WEARS THIN! SHE WAITS, LOOKS AROUND FOR OPTIONS, MAKES CALLS.
  35. 35. SHE SWITCHES.
  36. 36. 30 MINS… WHAT SHOULD TAKE TAKES DAYS!!
  37. 37. NAME, AGAIN? BTW, WHAT WAS HER
  38. 38. TO REMEMBER HER! SARAH, EXPECTS YOU
  39. 39. YES. RETAIL MORTGAGE LOAN IN 30 MINS. AND, DID WE JUST SAY 30 MINS!?
  40. 40. PIECES OF THE PUZZLE
  41. 41. LIE UNDER THE HOOD
  42. 42. SHE GOES TO THE YOUR WEBSITE, DROPS A CASUAL QUERY ON YOUR FACEBOOK PAGE. SARAH EXPLORES. DROPS HINTS ON FACEBOOK.
  43. 43. 1. DIGITAL SENSING ! Tap Customer Sentiment ! Context Analysis ! Automated contextual Response
  44. 44. Hello Sarah! Thanks for being an awesome customer. We have customized offers for you. Your personalized Link: Explore now! Send Message
  45. 45. 2. PROACTIVE ENGAGEMENT ! Lending Process Kick-off. ! Customized Offers. ! Customer Data Integration.
  46. 46. Hello Sarah! Options for you based on your account history. Select one or Talk to us!
  47. 47. 3. LOAN INITIATION ! Straight-through Processing ! Document Capture ! Image-assisted Data Entry
  48. 48. SARAH COMPLETES THE APPLICATION ON MOBILE
  49. 49. 4. CREDIT AND ELIGIBILITY CHECK ! Straight-through Processing ! Automated Business Rules ! Web-services based Integration
  50. 50. 5. DOCUMENT VERIFICATION ! Integrated DMS for Fast Retrieval ! Automated Doctype Detection ! Image Processing & Enhancements
  51. 51. SARAH RECEIVES REAL-TIME STATUS.
  52. 52. 6. LOAN PROCESSING ! STP / Automated Loan Booking ! Auto-generation of Loan Documents ! Automated Business Rules & Policies
  53. 53. SARAH RECEIVES CONFIRMATION & WELCOME DOCKET. IN 30 MINS!
  54. 54. 7. LOAN DISBURSEMENT ! STP / Auto Credit & Funds Clearance ! Robotic Process Automation ! End-to-end Process Orchestration
  55. 55. SARAH RECEIVES FUNDS IN THE ACCOUNT.
  56. 56. …IT WAS ALWAYS SO SIMPLE! IF ONLY…
  57. 57. IN REAL WORLD, MURPHY STRIKES… …OFTEN.
  58. 58. SARAH INITIATES APPLICATION ON TABLET
  59. 59. But, She gets distracted…
  60. 60. ! CROSS-CHANNEL ! Sign-up without documentation ! Omni-Channel Loan Application Initiation ! Cross-Channel Loan Application & Servicing
  61. 61. Sarah initiates on tablet, fills out details on laptop, completes it on mobile.
  62. 62. Multi Channel. Multi Form. Multi Mode. Digital = The Power of device CIRCLE OF ENGAGEMENT
  63. 63. SARAH HAS A GOOD CREDIT SCORE. BUT, HER PROPERTY IS NOT REGISTERED.
  64. 64. ! CASE MANAGEMENT ! Case Folder ! Knowledge Worker Participation ! Ad-hoc Exception Handling
  65. 65. SARAH IS CONSULTED THROUGH THE PROCESS.
  66. 66. LEGACY STRIKES. SILOS OF SYSTEMS NOT READY FOR INTEGRATION. THEN
  67. 67. ! ROBOTIC PROCESS AUTOMATION ! Automated scripts for Routine Tasks ! Automated Data entry ! Assisted Task Execution
  68. 68. ROBOTIC PROCESS AUTOMATION MOVES THE PROCESS ALONG.
  69. 69. SARAH FEELS SERVED. SHE IS A HAPPY CUSTOMER.
  70. 70. SARAH IS MORE THAN A CUSTOMER. SHE IS YOUR ADVOCATE!
  71. 71. PARTNER WITH NEWGEN We help companies across geographies in their digital journey through our solutions in Business Process Management, Enterprise Content Management, Case Management, and Customer Communication Management.

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