Customer challenges in Banking

Customer challenges in
Banking
October 2015
Copyright © 2015 Scriptura Engage
Reach. Connect. Engage.

Observation
The banking sector is working hard building up renewed
customer trust since the financial crisis, and it’s doing a
great job.
Still, according to researchers and banking associations, there
are still quite some challenges. Reorganization from silos to a
complete one-to-one customer offering, for example.
Next to this, ‘regulatory’ has changed and remains subject
to change, the economy goes fast, so product changes and
new products need to be communicated fast, and last, banks
need to find the perfect mix of customer touch points:
digital, mobile and human.

Useful Links
American Banker about the importance of
customer communications
International Banker about digital disruption,
innovation and organization
Deloitte about the outlook for banking

Your customer,
Your brand
The customer’s choice for a bank is based on brand
perception rather than cost.
Brand involves more than a logo and should be inspired by the
customer:
• How fast is my bank in its communication?
• To what extent can I independently search and find the
information I need?
• Does my bank reduce admin to a minimum?
• How progressive is my bank in terms of new technologies?
• How clean, accurate, relevant, personalized are its
communications and interactions?

Challenges
• Engage your customers
 Personalize your interactions
 Empower your customers
 Be accessible and flexible
• Speed up operational processes
 Improve (complex) documents handling
 Empower your colleagues
 Reduce worktime, speed up go-to-market
• 5 times ize to great customer experience
 Standardize and Personalize
 Digitize and Mobilize
 Energize

Engage your
customers
Why? Customers can easily change banks or become
your ambassador. Make them feel you care.
 Personalize your interactions
 Empower your customers
 Be accessible and flexible

Interactive Document Assembly
• Compose communications easily by using flexible text blocks
• Choose salutation, language, (in)formal speech, etc.
• Use past customer communications to check relevancy, interests, etc.
• Secure critical content with modification alerts in the approval flow
• Authorize internal customization in restricted areas
Differentiating features: Comparing and Versioning
Compare customer profile data with the document you’re working on
Compare two versions to show the individual impact on the end result
Compare your communication to another communication already sent to the customer

Electronic Forms
• Use electronic forms for web or mobile purposes
• Surveys, requests for contact, purchase, info, etc.
• Mobile capture, like client onboarding, ‘investment profile’ determination
• You allow customers to self-service, to get in touch if they want to
• You can act faster in face-to-face appointments without any paper
Differentiating features:
Design intelligent forms without programming
Reduce paperwork and print costs, save time, decrease administration
Benefit from all HTML5 advantages

Dynamic Communications
Customer Experience and Customer Engagement is achieved as the communications are
interactive, personalized, secure, easily accessed and customizable.
• You can offer your customer a lot of information in a compact way
• Even complex information can be made accessible and understandable
• You enable your customer to find personalized information
• The communications can be made available via a portal or a mobile solution
• Interactive communications demonstrate your organization’s dynamics
• There’s no irritation anymore caused by ‘another piece of paper’ or ‘another download’
Applied examples: bank statements, fund evolution reports, consumption behavior, etc

Multichannel Delivery
• Send your communications through the channel(s) your customers prefer
• Email, online, mobile, print, text messaging, push notifications
• Archive your communications digitally
Differentiating features: Multibranding & Multilingual
Make your brand consistent across all communications
Give your brand a high-qualitative output
Make your brand unique

Speed up
operational
processes
Why? By making your processes more efficient, you
speed up your go-to-market and acquire new customers
faster
 Improve (complex) documents handling
 Empower your colleagues
 Reduce worktime

Document Design & Generation
• Standardize where you can, avoid human error
• Design templates without programming, for multiple brands, multiple
languages: 1 template for many communications
• Make changes in a few minutes instead of hours or days
Differentiating features:
Care for accuracy
Keep control
Apply re-usable objects: 1 action, many changes

Contract
Composition
observations
• Mainly a strictly IT-owned operation, whereas
customer relations lie with the business
• Often manual work, thus implies human errors
and time-consuming work
• Different policy departments have specific
requirements, but do share some T&C
• Changes to a contract can take a long time
which interrupts the negotiation phase

Long-term open
approach
Implement a platform that can:
• easily integrate with any of your running
applications
• handle complex and sensitive data
• create any document
• create any communication or message
• distribute in any format via any channel
• offer a user-friendly interface
• enable interaction
• allow future technologies

It’s about people
organization customer
Centralized
Communication
Platform
CRM
Bill
Order
Help

Customer
Experience
your best
investment
Why? Not only because everyone says so, but also
because the customers are in charge. They make you.
 Standardize and Personalize
 Digitize and Mobilize
 Energize

How does Scriptura Engage enable you?
• Standardize document template design for all messaging across the entire organization, no
matter how many brands, how many languages, how many teams involved. Customers
benefit from your organization’s operations efficiency.
• Personalize documents and communications without IT intervention, protected by team or
individual access restriction and by modification alerts and approval flows. Customers
benefit from your organization’s accuracy and quality and your tailored approach to their
delight.
• Digitize documents, forms and communications delivery. It doesn’t only structurally reduce
costs, it gives you a 360° view on customer communication, it speeds up delivery and
archiving and enables you to communicate through multiple contemporary channels.
Customers benefit from your organization’s flexibility, transparency and availability.

How does Scriptura Engage enable you?
• Mobilize your co-workers in the field and your customers on the way. Capture information
offline or online on a mobile device using branded forms and push it to all depending systems.
It can be used for tons of reasons, like client onboarding, inspection, inquiries, … and
integrated with digital signing. Customers benefit from a personal face-to-face approach
and a substantial decrease in administration and paperwork.
• Energize all your stakeholders, that’s our motto. Your customers in the first place. Show them
you care. Communicate with them in the best way. Encourage them to self-service and at the
same time remain available all the way. Moreover, if you manage to really enable and equip
your co-workers, give them thought flexibility, ease up their daily work, they will have and
take more time and pleasure in looking after your customers.

Increase
customer
interaction
• Reduce your administration time and that of your
customers
• Speed up business processes
• Approach your customers the way they want it
• Keep your customers posted in a balanced communication
strategy
• Spend more time interacting with your customers and
stakeholders
• Make doing business with you a delight

Give your
organization
oxygen
• Drastically reduce printing, sending and archiving costs
• Consider a balanced combination of standardization and
flexibility
• Save time and money by authorizing the best person in
place to compose and distribute communications
• Faster administration generates improved internal
organization and better customer relationships, higher
customer retention

Scriptura Engage is many solutions; start small, grow big
Enterprise
Communication
Platform
Document
Design and
Generation
Interactive
Document
Assembly
Multichannel
Delivery
Mobile Electronic
Forms
Doccle
Connect

More info? Contact us:
EU phone: +32 3 425 40 00
US phone: 011 32 3 425 40 00
email: info@scripturaengage.com

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