When was the last time we stepped into a bank or had a one-on-one interaction with a banker? Statistics show that walk-ins at the bank have halved over the years and will continue to decline further.
Customers are virtually interacting with the banks through the Internet, ATM and Mobile. We are increasingly observing an increase in the ‘Digital Divide’ between the customer and the bank. Customers have gone ahead and embraced technology to have everything at their They are better and faster connected to multiple devices and desire a seamless connected experience. They would like to access real-time information and are increasingly open to letting everyone know about the products they like and don’t.
Since customer’s physical interactions with the bank have now reduced, banks are looking for a 360 degree view of the customer to effectively upsell/cross sell their other banking products & services and also for acquiring, retaining and to winning back customers. Banks need to transform from the traditional customer operations model of being ‘near to you’ to the increasing relevancy of being ‘next to you’! In a world of ubiquitous communications and contextual urgency, ‘next’ translates to an anytime, anywhere and any channel availability.
Tech Mahindra’s iNTELLIGENT Digital Experience Platform (iDEP) for the Banking industry precisely addresses this challenge by providing holistic intelligence i.e, a 360 degree+ view of an existing customer of a bank by capturing & analyzing Bank’s Internal Databases (CRM, MDM, etc), integrates it with external data (Social Media data, click stream, credit rating) and uses this integrated intelligence to Cross/Up sell products, acquire customers and provide best-in-class customer experience.
iDEP has an inbuilt Integrated Data Platform that extracts and transforms both structured (CRM’s) as well as unstructured (Social Media) data into a Single View of Customer (SVoC).
SVoC forms the core of iDEP that helps to establish contextual and relevant messages for customers. iDEP leverages the SVoC coupled with multi-channel & multi-product portfolio (Mortgages, Insurance, Credit Cards, etc.) and runs personalized customer campaigns in real- time.
Attracts profitable customers, makes banks more profitable through cross-selling and upselling their other banking products and services
- Increases customer loyalty and reduces churn due to dissatisfaction
- Ensures better customer segmentation to acquire, retain and win back customers
- Adapts through contextual and personalised offering to the customer and to their journey
- Optimizes marketing effectiveness
- Enhances customer engagement, sustained relationships, and real-time insights