DELIVERING DIGITAL

CUSTOMER EXPERIENCE

THE OLD TIMES?

REMEMBER

Circa 1472. Monte dei Paschi Bank.

The famous and the oldest bank of the

world in Italy.

HAS EXISTEDFORCenturies.

BANKING

STRONGFOUNDATIONS.

WITH

© shutterstock:lumokajlinioj

BUILDINGSremain…WHILE

HOWEVER…

HAS UNDERGONEtransformation…

BANKING

From…

..to…

..to…

..to…

..to…

DIGITALhas taken over!

BUT,ARE YOU DELIVERINGCustomer Experience?

MEET Sarah. A Millenial.

PHARMACISTLIKES TO HAVE

TIME FOR HERSELF

DIGITALLY SAVVY

HAS PLANS FOR FUTURE

SHE NEEDS HOME LOANShe Contacts You Online.

SHE DOES WHAT SHE DOES BEST. HUNTS LOANS ONLINE, COMPARES, CHECKS WITH

FRIENDS & FAMILY

AFTER ALL…

SHE ALREADY HOLDS AN

ACCOUNT WITH YOUR BANK

SHEEXPECTSA CAKEWALK.

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.

SHE SWITCHES.

30 MINS…

WHAT SHOULD TAKE

TAKES DAYS!!

NAME, AGAIN?BTW, WHAT WAS HER

TO REMEMBER HER!SARAH, EXPECTS YOU

YES. RETAIL MORTGAGE LOAN IN 30 MINS.

AND, DID WE JUST SAY30 MINS!?

PIECES OF THE PUZZLE

LIE UNDER THE HOOD

SHE GOES TO THE YOUR WEBSITE, DROPS A CASUAL QUERY ON YOUR

FACEBOOK PAGE.

SARAHEXPLORES.DROPS HINTS ON FACEBOOK.

1. DIGITAL SENSING! Tap Customer Sentiment! Context Analysis! Automated contextual Response

Hello Sarah!Thanks for being an awesome customer. We have customized offers for you. Your personalized Link:

2. PROACTIVE ENGAGEMENT! Lending Process Kick-off.! Customized Offers.! Customer Data Integration.

Hello Sarah!Options for you based on your account history.

Select one or Talk to us!

3. LOAN INITIATION! Straight-through Processing ! Document Capture! Image-assisted Data Entry

SARAH COMPLETES THE APPLICATION ON MOBILE

4. CREDIT AND ELIGIBILITY CHECK! Straight-through Processing ! Automated Business Rules! Web-services based Integration

5. DOCUMENT VERIFICATION! Integrated DMS for Fast Retrieval! Automated Doctype Detection! Image Processing & Enhancements

SARAH RECEIVESREAL-TIME STATUS.

6. LOAN PROCESSING! STP / Automated Loan Booking! Auto-generation of Loan Documents! Automated Business Rules & Policies

SARAH RECEIVESCONFIRMATION & WELCOME DOCKET.IN 30 MINS!

7. LOAN DISBURSEMENT! STP / Auto Credit & Funds Clearance! Robotic Process Automation! End-to-end Process Orchestration

SARAH RECEIVES FUNDS IN THE ACCOUNT.

…IT WAS ALWAYS

SO SIMPLE!

IF ONLY…

IN REAL WORLD, MURPHY STRIKES…

…OFTEN.

SARAH INITIATES APPLICATION ON TABLET

But, She gets distracted…

!CROSS-CHANNEL

! Sign-up without documentation! Omni-Channel Loan Application Initiation! Cross-Channel Loan Application & Servicing

Sarah initiates on tablet, fills out details on laptop, completes it on mobile.

Multi Channel. Multi Form. Multi Mode.

Digital = The Power of device

CIRCLE OF ENGAGEMENT

SARAH HAS A GOOD CREDIT SCORE.BUT, HER PROPERTY IS NOT REGISTERED.

!CASE MANAGEMENT

! Case Folder! Knowledge Worker Participation! Ad-hoc Exception Handling

SARAH IS CONSULTED THROUGH THE PROCESS.

LEGACYSTRIKES.SILOS OF SYSTEMS NOT READY FOR INTEGRATION.

THEN

!ROBOTIC PROCESS AUTOMATION! Automated scripts for Routine Tasks! Automated Data entry! Assisted Task Execution

ROBOTIC PROCESSAUTOMATIONMOVES THE PROCESS ALONG.

SARAH FEELS SERVED. SHE IS A HAPPY CUSTOMER.

WHAT’S THESECRET SAUCE?

NEED TO COMETOGETHER…

THE INGREDIENTS

ORCHESTRATESEND-TO-ENDLENDINGPROCESS…

PROCESS AUTOMATION!!!!!!

ENABLES OMNICHANNEL AND CROSSCHANNEL INITIATION…

MOBILITY FRAMEWORK!!!!!!

ENABLES CUSTOMER CONTEXT & SEAMLESS AUTOMATION…

CONTENT MANAGEMENT!!!!!!

BUSINESS RULES!!!!!!ENABLES STRAIGHT-THROUGH AUTOMATION AND FLEXIBILITY

AUTOMATES THE MUNDANE AND FREES UP WORKFORCE.

ROBOTIC PROCESS AUTOMATION!!!!!!

CASE MANAGEMENT!!!!!!HANDLES THE UNFORESEEN AND ENABLES EFFECTIVE DECISIONS

SARAH IS MORE THAN A CUSTOMER.SHE IS YOUR ADVOCATE!

DELIVERING DIGITAL

CUSTOMER EXPERIENCE