Post on 20-Mar-2017
transcript
Steuart Bruce
Principal, Banking and Financial Services
Mary-Ellen Power
Vice President Marketing
Your Speakers
Giuliano De Rose
Senior Sales Development Representative
Agenda
1. Current state onboarding in banking
2. Five ways to capture high-value
opportunities
3. Union Bank Case Study: Implementation
start to finish in 22 weeks
4. SunTrust Case Study: Simplified and
streamlined sign-up process
Forrester “The Customer Experience Index, 2013”
Client Experience at Banks and Investment Firms is Mediocre
Why do banks have mediocre
service?
• Differentiation
• Rising client
expectations
• Regulations
• Specialization
• Increasing global
perspective
• Poor business
agility
Regulations Push Initiatives
US Basel capital rules
CFTC SEF rules
SEC BD financial responsibility
Cost & Service Impacts
High client expectations, longonboarding timeframes, and
inefficient legacy processes
New Initatives OTC Derviatives, Dodd
Frank, EMIR, FATCA, CRS,
4MLD, Patriot Act, MiFID II,
etc.
Increased Regional
Variations Scope Overlap: Dodd
Frank, Canadian
Derivatives, OTC Asia Pac
Onboarding Challenges
Multi-Channel
Customer
Service
Poor Response
And Escalation
Mechanisms
For Issues
Presenting
The Right
Information To Clients At The
Right Stage In
The Process
Collecting
The Right
Information While
Maintaining
Customer
Experience
Re-Keying Or
Wasted Time
Coordinating Various
Systems Of
Records, Core
Systems, And
Packaged Apps — Each
With Its Own
Record-
Keeping Needs
Inability To Get
A Holistic View
Of Operational And Other Data
Connecting
With The
Institution Via Digital
Channels
Operational
Reporting/Key Performance
Indicators
Too Many
Inconsistent
Internal User Interfaces
Operational
Reporting/Key
Performance Indicators
SalesEngagement
DataGathering KYC Deal
ConfigurationCredit Risk
Closing and
Fulfilment
Customer Experience Operational Experience
Mobile
• Act on information from
the palm of your hand.
• Build face-to-face
relationships with
customers outside the
office.
• Access information,
trigger tasks, and
collaborate with
colleagues whenever.
• Turn relationship
managers into experts.
1
Personalization2• Unite content, processes and people
• Make decisions based on real-time
information
• Prioritize work
• Tight integrations
• User- and business-configurable
Who to interview
REQUIREMENTSFor a successful deployment – today and tomorrow
Comprehensive
Audit TrailsReliable and easy to prove
what took place during the
signing workflow
Easy for EveryoneFully optimized user
Experience for signers,
senders and developers
Highly FlexibleAutomate any use case
across your lines of
business, channels,
geographies or depts.
Scalable PlatformE-signatures as a service.
Scale across your operations
– quickly and cost-effectively
E-Signature3
5 Rings of Buying Insight™ - Buyer Persona InstituteKEEP THE BIG PICTURE IN MINDProtect your investment and lower total cost-of-ownership
VOLUME
Higher
Lower
USE CASESInternal External
B2C
B2E
B2B
HR /
OnboardingInternal
Approvals
Employee
Letters
Purchase
Orders
Vendor
Onboarding
NDAsSOWs
Change
Orders
Customer
Service
Customer
Support
Account
OpeningMortgages
Credit /
Lending
Contracts
DEP-LOYMENT
On-Premises
Public Cloud
Private Cloud
Global Data Centers
IMPLEMENTA-TION
Stand-alone web service
3rd party connectors
Mobile Apps
API / SDKs
WORK-FLOWS
Out of the box
Fully integrated and customized
CHANNELS
Web
Call Center
Retail
Mobile / Field
SIGNATURE CAPTURE
Click / tap to sign
Signature capture pad
Touch screen
Use your own device
USER AUTHENTICATION
Usernamepassword
Challenge-response
Email SMS pass code
Digital certificates Smart cards
3rd party service DIGIPASS
Priority InitiativeMOST FLEXIBLEVast options for getting e-signatures out to your customer, partners &
employees
B2C B2B B2E
E-SIGNATURE WORKFLOWAutomates and enforces business rules throughout the signing workflow
• Email• LinkfromPortal
Access• Username/password• Emailinvite• SMSText• Challenge-Response• 3rd PartyIDProvider• DIGIPASS
Authenticate• On-screen• On-paper
Present• Textbox• Checkbox• Mandatory&Optional
DataCapture• Ancillarydocs(e.g.driverslicense)
• Mandatory&Optional
DocInsertion• Click-to-Sign• Click-to-Initial• Handwrittensignature
• Mobilesignaturecapture
Sign• Securedownload
• Emailattachment
Deliver
CallCenter
AccountTeam
WebSelf-Service
RetailBranch
Mobile
DownstreamProcessing
Archive
DataCaptureDocument Template
• Establish adequate
expectations
• Accessibility
• Visibility
• Readability
• Actionable
dashboards
Analytics4• Operational
dashboards
• Current status and pipelines
• Long-term trend
analysis and audit
• Leverage your data
warehouse
Case Study: Implementation start to finish in 22
weeks
Problem
Long client onboarding process –
exceeded industry best practice
Unable to provide accurate ETC
on a case by case basis
5 different legacy systems
Goal
Enhance customer experience for
new clients
Increase data integrity
Streamline routing of cases and
provide case transparency
Reduction
of
onboarding
time by
30%
Increased
forecasting
capabilities
Increase
revenues
with reduced
time to
market
Client data entered
once and shared
with all legacy
systems
OutcomeDigitized
and
automated
process