Financial Services Business Efficiency Tools
Service Process Delivery
Service Process Delivery
A core benefit our clients have leveraged within the CapitalBase.com portal is the ability to drive their Client-Experience Service Process to help ensure client retention/defense and maximize the potential for fee income and deposit/loan growth from targeted servicing processes. The ability to define segments on a variety of dimensions, and seamlessly track calling & servicing activity helps ensure that Service standards are being implemented. Ongoing statements help RMs manage their efforts to attain the organizational service process expectations. Management exceptions-reporting helps ensure the desired behavior. CapitalBase.com portal clients also leverage the reporting automation of Service Process behavior at the RM, Team, Branch Office & Regional level. Retail users of the CapitalBase.com portal also leverage a variety automation at the point-of-service. For example, when a profile requires an update, a customer is a target for a new sales campaign or a new account has been recently established for service-inquiry/cross-sell follow up. Centralized Service Center & "Middle Office" tools are also available, as are Relationship matching tools that extend past a Household view or CIF Key view into an linked group of relationships for monitoring cross sell & retention.
| Key Business Functions & Features |
| • Comprehensive Contact/Company Management |
| • Annual Call Planning & Tickler Process |
| • Call Tracking & Client Service-Standards |
| • Team Communication, Coordination & Messaging |
| • Segmentation & Service Level Rationalization |
| • Automated Business Forms, Documents and Letters |
| • Customer Retention & Profitability Processes |
For advanced study and delivery planning, metrics available in the Business Intelligence Suite help correlate Service Level effort with end retention and sales growth modeling. Talk with your CapitalBase.com portal consultant about how some of the next-level Customer Management tools are being used to drive client Service Process Delivery in this challenging environment. And, about how line officers leverage the automated forms, letters, business process ticklers and other features so be more efficient as producers.