Financial Services

Within the financial services industry, insurance, commercial banking, and capital markets companies worldwide are trying to compete better by improving core operations and differentiating the customer experience. However, this is not easily achieved because of the volume of business challenges financial services companies deal with today.

                   Please review our:   MultiChannel Banking White Paper

Insurance

In the insurance industry, most challenges lie with improving customer service while keeping claims agents productive. For many claims agents, the volume of phone messages and paperwork that follow an auto accident can make resolving an insurance claim feel as damaging as the accident. For insurance carriers, auto claims processing—which involves handling estimates, adjustments, repairs, billing and more—is no less time consuming and expensive. In the end, these challenges lead to a poor customer experience and inefficient processes.

            Please review our:   Catastrophe Claims White Paper

                                         Underwriting Value Proposition
 
Commercial Banking

Many of the challenges in commercial banking are focused on improving customer relationships while minimizing costs. To give a customer personal attention, bank personnel must have access to a clear, up to date picture of that person’s banking relationship, and the bank management must understand how demographic trends affect customer behavior and response to bank services. In addition, banks are challenged by market conditions, which new products to provide and how to innovatively market them to its customer base. To capture new markets without loosing existing customers, banks must continue to support branch systems while developing new customer “touch points” such as the internet, self-service applications, ATMs and kiosks.

Capital Markets

In an industry where time is truly money, technology continues to play a vital role. Capital markets are undergoing significant transformations driven by market volatility, inefficient processes and new governmental regulations. XpertSHARE™ transforms the economics of financial professional services delivery, opening new markets, increasing revenue, and driving productivity. Financial Services organizations deliver an array of expertise-based services to their clients – generally in person or over the telephone. Each service is designed to address opportunities in specific financial market segments - at a particular price or cost. The spectrum of these services and the skills required to deliver them range from call center-based telephone support for mass retail products and services to specialized advising for high net worth individuals or institutional clients. The following diagram captures the relationship between cost and service complexity.
XpertSHARE™ provides financial services organizations with a new way to serve clients on demand – and to reach a broader market cost-effectively with its advisory services and financial products. XpertSHARE™ helps financial services organizations improve the customer experience and achieve results in five ways:

1. Grow revenue by offering complex products and services that require human expertise and interaction on an on-demand basis to a broader market.

2. Lower costs and improve customer access to company expertise by consolidating existing centers of expertise and better leveraging expertise across the organization.

3. Improve client and partner support by directing calls intelligently
throughout the services channel and by applying pre-existing solutions, knowledge and experience.

4. Develops a new source of real-time business intelligence. The
aggregation of expert advisory session data reveals critical business
intelligence that may influence client services, products, advising
methodologies, training, hiring, and best practices.

5. Creates an archived record – useful for legal, compliance and other business matters such as Sarbanes-Oxley