OpenSpan for Financial Services


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Learn the benefits of using OpenSpan within the financial services call center. Reduce AHT (Average Handle Time), improve FCR (First Call Resolution), manage Dodd/Frank compliance, improve customer experience.

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OpenSpan for Financial Services

  1. 1. OpenSpan for Financial ServicesBetter Way to Work & Better Way to Manage
  2. 2. © 2006-2013 by OpenSpan, Inc. All rights reserved.where people and technology meet
  3. 3. © 2006-2013 by OpenSpan, Inc. All rights reserved.What is OpenSpan for Financial ServicesBanks and financial institutions face numerous challenges in today’seconomic environment. In order to establish and maintain a position ofleadership in the market they need to:Differentiate themselves based on customer experience.Fundamentally reduce costs, with a focus on sustainable vs. isolatedcost reductions.Improve performance by driving revenue.Head off security threats.Respond to ever-increasing regulation.OpenSpan has implemented solutions at hundreds of companiesrepresenting hundreds of thousands of users.
  4. 4. © 2006-2013 by OpenSpan, Inc. All rights reserved.Who uses OpenSpanOpenSpan is used cross-industry, with Fortune 500 customers in Bankingand Financial Services, Insurance, Telecommunications, Retail andTechnology markets including:Three of the U.K. “Big Four” and four of the top six U.S. commercialbanks in the Fortune 500.Four of the top six managed health plans in the Forbes Global 2000.Three of the top five property and casualty insurers in the Fortune 500.Seven of the top global telecom/cable providers.One of the world’s three largest computer hardware manufacturers.Two of the top five U.S. food and drug retailers in the Fortune 500 andtwo of the leading retailers in the U.K.
  5. 5. © 2006-2013 by OpenSpan, Inc. All rights reserved.OpenSpan has the provencapabilities and expertiseto help banks of all sizesachieve these objectives.
  6. 6. © 2006-2013 by OpenSpan, Inc. All rights reserved.Customer ExperienceClient Project:A regional bank with more than 400 branches empowered theiragents by presenting relevant customer banking information frommultiple systems into a single 360 degree toolbar on the agent’sdesktop.Project Results:The customer experience improved because contact centeragents now see all of the customer information they need at thebeginning of each call, enabling them to quickly build rapport andderive additional value from every interaction.Productivity has increased by over 20% because the Customer360 view has eliminated redundant and time consuming callsetup and search activities.
  7. 7. © 2006-2013 by OpenSpan, Inc. All rights reserved.Cost ReductionClient Project:One division of a multinational banking and financial servicescompany streamlined their contact center agent activity byintegrating disparate backend systems and simplifying the user’sdesktop.Project Results:The center was able to shrink the agent population by 46%through natural attrition during the first two years of the project.While the volume of customer interactions remained unchanged,average revenue per call increased by 135 percent while laborand training cost savings exceeded £5.6 million ($7.05 million) inthe first year.
  8. 8. © 2006-2013 by OpenSpan, Inc. All rights reserved.Reduce Fraud RiskClient Project:The retail banking department of one of the world’s largest financialservices groups uses OpenSpan to gain visibility into fraud processesand then streamline the processing of transaction fraud alerts fordebit cardholders.Project Results:Increased security – OpenSpan shortened fraud processing cyclesand case resolution through automation. This allows the bank tocap ATM or credit limits quickly and reduces fraud exposure tothe bank and its customers.In less than two months, this customer was able to deploy asolution which enabled the same staff to handle twice thenumber of fraud cases.
  9. 9. © 2006-2013 by OpenSpan, Inc. All rights reserved.Improve RevenueClient Project:A large bank with more than 1,500 locations took on an initiative toimprove the performance of their up-sell and cross-sell marketingprograms by arming tellers with customized offers at the time ofservice, thus effectively turning tellers into sales agents.Project Results:The solution presented tellers with credit card, loan and specialinvestment product offers to pose to the top 20% of the client’scustomer base, driving significant gains in up-sell revenue.The OpenSpan up-sell solution was built and deployed to over500 branches in under three months.
  10. 10. © 2006-2013 by OpenSpan, Inc. All rights reserved.
  11. 11. © 2006-2013 by OpenSpan, Inc. All rights reserved.