Multi-channel services represent an indispensable element for convergence between more traditional and innovative channels, to give rise to a new customer relationship process with no constraints in terms of time or devices.
The development guidelines are based on two elements:
1) The satisfaction of customer needs while improving their loyalty and applying the philosophy of "mobility" and "always connected" to all digital channels by means of:
- An API based multi-channel enabling architecture, which uses a hub and spoke model to integrate legacy core banking systems and existing CRMs, include specialised add-ons like PFM, Mpayment, Analytics and Campaign management, and bring together traditional front-line, ATM, social, web portal applications, etc;
- Mobile Payment with a proprietary platform that makes it possible to transfer money remotely or in proximity with complete security irrespective of network operator or device;
- Personal Financial Management strategic add-on for personal expense management and control, using almost exclusively the "categorisation" of payments made with cards and via Internet banking transactions;
- Intelligent Market Place, integrated into Internet/mobile banking to manage purchases, cash-back, loyalties and gift cards, always operating on the bank’s platform without ever disconnecting.
2) Improving process efficiency through the digital management of customer relationships, with a single overview of the customer to identify the Next Best Action (NBA) and the Next Best Offer (NBO), also through:
- New Customer On-Boarding, which optimises commercial and compliance activities in welcoming new customers;
- Dynamic Single View for "disruptive" Contact Management, which uses semantic technologies to decrease call times, reduce the churn rate and improve the customer experience;
- Smart Process and Collaboration to manage, share and affix certified signatures to digital documents;
- Rebranching/Debranching and Proximity Technologies, which redesign branch architecture to significantly reduce costs by implementing the hub & spoke model featuring light or unattended branches equipped with sophisticated mechanisms to interact with the customer while activating more fruitful cross/upselling processes;
- Dematerialisation for the digital storage of documents and for digital signatures;
- Portals and Mobile Applications with the expertise required to design and create institutional and operating portals through both open-source and commercial market ECM (Enterprise Content Management), SEO Identity & Access Management with traditional and biometric (Voice recognition, Palm Vein, etc.) technologies integrated into mobile or desktop devices, for multi-channel access to services and operational simplification (password resets etc.);
- Analytics on data of any nature, to enable the bank to focus its attention on customers with better scores, identify the needs of its individual customers by anticipating changes in the market, optimise future developments with a more direct influence on costs, monitor sales and responses using cross-selling, churn risk and product positioning.