Omnichannel Sales & Service
Experience Frontline
Experience Frontline is a software package supporting bank’s sales and servicing operations on assisted channels, such as bank’s branch network, external agencies and call center. The platform is characterized by rich UI, 3-tier architecture, strong and flexible input validations, high security standards, multi-language support, context-sensitivity, common workplace functionality, and a wide range of integration options. Products are developed using a model-driven approach, on top of customized IBM IFW models, which represents the world’s leading practice in the banking domain.
Experience Customer Insight
Experience Customer Insight centralizes the customer knowledge within a bank and provides it as a consistent and reliable service for all operational processes enabling 360 degrees' view of customer relationships. It is the backbone of a customer-centric approach that is consistently applied in all frontline applications.
Experience Customer Insight enables centralized input, maintenance and review of client data. It provides possibilities for keeping a record of and maintaining a relationship with the customer, monitoring client's behaviour towards the bank (loyalty, interactions and regular fulfillment of obligations), and additional data on the client, obtained through integration with possibly numerous and diverse systems involved.
Experience Branch
Experience Branch efficiently supports sales and servicing activities on assisted channels, including the continuation of processes initiated through other channels.
With a modern sales product catalog and flexible pricing, lead management, and capability to tightly integrate with the core system during (not only after) the sales process, it is a powerful sales tool which seamlessly integrates sales with banking core business. It comes with included performance monitoring system: the ability to set sales targets and to track target realization.
Teller module supports a wide range of customer services such as cash deposits and withdrawals, payments, money transfers, and other. It enables single settlement for multiple cash transactions at the end of the customer servicing session, with a denomination structure entry. It comes with an included cash and inventory management system that enables maintenance of various inventory stores such as cash desks and treasury vaults, and managing movements between these stores.
Experience Loan Origination
Experience Loan Origination is a specialized solution for selling loans.
It is capable of conducting the entire sales process, including (prospect) customer advisory services, creating and negotiating offers, concluding or rejecting agreements, and finally monitoring and servicing arrangements. It is a flexible solution that supports different client segments, enables segment specific offerings, supports fast introduction of new products and services to the market, emphasizes open and scalable architecture, robust security, and it provides the agility to support current and future customers' demands, as well.
Key functionalities
Rich user experience
- Consistent design and screen layout with the role-specific home page, multi-page support, favorites, and navigation history
- Multi-language and multi-culture support
- Easy navigation via links, command search, and integrated full-text search
- Context-sensitive information and actions
- Calendar, chat, user notifications
Complete customer information file
- Customer enrollment using wizards and simple forms
- Maintenance of complex and customizable data structures related to the customer, such as multi-level inter-party connections, financial reports, questionnaires, etc.
- A range of integration options, allowing complex customer identity mapping, and acquiring additional detailed and summary information from various integrated systems
Powerful search capabilities
- Full-text search of customers, arrangements and products
- Customer search by name, identification document, account number, etc.
- Following links in search results to navigate to more detailed overviews
Market-oriented sales product catalog
- Products modeled by market needs, not by technical limitations of core system. The hierarchy can be as deep and granular as required by the bank
- Powerful many-to-many mapping capability with the core system product configuration
Flexible and transparent pricing
- Support for diverse price derogation criteria
- Capability to integrate with various price definition systems
- Transparent price presentation with insights into the price structure
- Controlled price negotiation
Customer-centric sales & servicing
- Sales or servicing started from a 360° customer view or using a customer session
- Lookups and supporting information filtered based on the customer in context
- Overseeing full customer relationship, including sales processes started through other channels, customer complaints, rating, delinquency summary, etc.
Lead management
- Lead entry and follow up
- View leads from customer overview and start sales directly from the lead
- Execute campaigns following leads generated from marketing lists
Robust transaction execution
- Mechanisms for ensuring inter-system transaction consistency
- Easy customization of a transaction flow with validation rules, 4 eyes enforcement, and modification of the execution workflow
- Integrated cash and inventory handling with end-of-customer-session settlement of multiple cash transactions including denomination structure support
Flexible case management
- Support for various customer, sales, and servicing cases – work items
- Assignment of work items to users and groups
- Tracking case resolution performance and bottlenecks
Business benefits
Improved customer experience
- Smooth and efficient customer service achieved by integrating the functionality of multiple IT systems into a single coherent desktop
Omnichannel architecture
- The system provides full support for the omnichannel approach to selling products and services
Mitigation of operational risk
- Ensuring consistency of data across all systems integrated with the platform
- Eliminating errors with powerful and flexible validation rules
- Enforcement of 4 eyes principle
Reduction of user training costs
- Achievement of cost savings by implementing or modifying business processes on just one user desktop instead of multiple systems
Faster time-to-market for changes
- Shortening the time required to upgrade any business processes (launching of new banking products and services, optimizing the existing operating processes)
Technology stack
Programming languages and main frameworks
- Microsoft .Net (C#), Windows Presentation Foundation, Windows Workflow Foundation, Windows Communication Foundation, Entity Framework
Presentation
- Rich client Windows desktop application with ClickOnce deployment
Application server
- WCF services deployed at Microsoft IIS
- Web services (SOAP and REST)
- Service Bus for Windows Server
- Batch data synchronization with staging
- Client-level integration: inter-application calls using external links