Customer Experience Management for Banking

Issatec / Industry / Banking

Do you think appointment management is just “scheduling”? Think again. Issatec’s appointment management solution incorporates BPM, capacity planning, CRM integration and visit management tools to deliver true business transformation: turning your branches from outdated service locations into modern sales-driven retail channels. Watch this video to learn more:

Perhaps the most important component of Issatec’s solution for customer experience in banks is appointment management. When bankers can plan their day in advance, instead of waiting for random walk-in customers, it allows them to achieve higher sales output and improves their overall performance.

Issatec’s software optimizes all aspects of customer appointment management, such as capacity utilization, online & mobile scheduling, pre-visit customer communications, and proper handling & routing of customers upon their arrival. Issatec’s solution offers the most advanced system for handling branch customer flow. The software can route visitors to the most suitable banker using customer profile data and reason of visit. Skill-based routing can be used to better match customers with bankers, using data about the customer’s needs and constraints, such as language and accessibility requirements. Customers can be prioritized according to profile, transaction value, or any other business rule, and of course – customers arriving on time for an appointment will be served promptly.

Issatec can supply a complete customer experience package, by offering personalized content via direct communication channels such as SMS, email, and print-on-demand brochures, and by delivering content via in-store digital channels such as interactive kiosks and wall displays. The combination of advertised content with process information (for example, the queueing details)) ensures high visibility and is a significant contribution to marketing campaigns.

Issatec’s solution for banks uniquely combines all these modules in a way that makes sense and is easy to administer, often replacing numerous IT systems previously required to fulfill similar tasks. It improves sales, efficiency and branch throughput, cuts IT costs, provides management with unprecedented insight into branch performance, and optimizes customer satisfaction.

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