Customer Management – efficient, client-centric processes

Changing client needs and increasing requirements on the one hand, and technical further developments and possibilities on the other hand, mean banks are facing far-reaching changes relating to their clients. With a central approach that is as flexible and open as possible across all channels, Finnova's Customer Management solution is an optimal basis for banks to advise their clients better and more efficiently across the board.

Today, bank clients have a wide variety of requirements for their bank: for example, triggering a payment via e-banking, looking up market information in the mobile app, mobile payment solutions or cash withdrawals abroad, or even using QR codes. The key to an efficient solution is central data storage and management of all these business cases. Customer management does not just mean presenting the current data in a nicer way, but rather combining and analysing it from a central data storage and making it available again accordingly prepared.

Banks have a great deal of information about their clients: How is their liquidity, do they make many withdrawals abroad, via which channels do they contact the bank, do they trade with securities or do they wish to have their own home in future? All of this information can be used to get a clear and detailed image of the client. It enables clients to be advised better, more efficiently and in a more targeted way via their preferred channel. The architecture approach is a keystone and can be made available on-premises or as a service. Customer Management is made up of the following four fields of action that have been identified as priority core needs on the basis of feedback from various banks. The interaction between each individual component creates an optimal basis for a holistic solution.

CM pending tasks CM customer analytics CM campaigns Comprehensive client view – 360-degree view/CLC
The current pending task system is being further optimised, redesigned and significantly expanded. Pending tasks are becoming increasingly important for advisory and banking. A current analysis shows that, on average, advisors need to have up to 250 pending tasks under control. With the expansion of the pending task system to a pending task management, it will be possible to manage, categorise and prioritise pending tasks better in future, and flexible networking with other systems will be guaranteed. Through the interaction and integration with the functionalities of the Finnova Analytical Framework, campaigns or pending tasks can be triggered, for example to minimise client attrition or to decide the next best action. Automated, simple creation and management of campaigns across all channels, so you can communicate with clients using their preferred channel. Flexible networking with any non-core system is ensured here too. All relevant information on a client is displayed fully, clearly and centrally. This also includes a representation of the lifecycle (CLC).

 

Is data really the new oil?

Study by the Lucerne University of Applied Sciences and Arts (HSLU) on data quantity and quality in banking in Germany, Austria and Switzerland (2022)

"Data is essential for financial institutions nowadays. Among other things, it forms the basis of activities concerning client interaction, experience and insights. The solid quality and quantity of data is decisive for financial institutions to be future-proof and sustainably successful. We are seeing clients demanding – and using – new methods of communication."

Dr Martin Widmer, Head of PM Data Analytics & Compliance at Finnova

Here are some extracts from the results of the study:

  • Financial institutions' main reason for collecting client data is still primarily regulatory, and based on compliance. It is still rare for the topic of data quality to be rooted in company strategy.
  • Client master data is still mainly found in the core banking system (69%), whereby 56% is already in third-party systems such as CRM or campaign management.
  • Almost half of the banks do not/no longer supplement their data with third-party data. Rather, the financial institutions' underlying data is made up of data they have collected themselves.
  • Almost 90% of the banks already have – or are planning – dedicated data analytics teams and data quality teams. This underlines the strategic aspect of data.
  • Ensuring that data is up-to-date and correct is both a high priority and a significant challenge for the banks. Only 7.7% of the financial institutions currently have automated checks that data is up-to-date, and about 40% of banks only perform irregular checks.
  • Fewer than 15% of the financial institutions analyse information regarding the future relating to client value.

Finnova and its parent company msg supported the study by Prof. Dr Nils Hafner and Sophie Hundertmark together with their partners BSI and Dun & Bradstreet.

You can view the study here (only available in German).

#getintouch study: Customer Insights

Customer management is growing in significance with the increasing number of customer touchpoints. The hybrid approach applied by Finnova in the management of these touchpoints along the customer journey is confirmed by the study.

Dr. Martin Widmer, Head Data Analytics & Compliance, is encouraged by Finnova's dual strategy. He speaks clearly in favour of an approach in which classical customer management via CRM is combined with high-performance, self-learning machine intelligence, thus becoming operationalised, personalised and automated. For this purpose, in addition to a corresponding engine, a cleverly drafted analytics solution is required, as is offered by the Finnova Analytical Framework.

Personas_#getintouch_study_2020

Finnova has supported the study of the Institute of Financial Services Zug IFZ of the Lucerne University of Applied Sciences and Arts carried out by Prof. Dr. Nils Hafner. Click here to see the #getintouch-study_Finnova_IFZ (only available in German).