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KNOVA for Banking
Optimizing Service Delivery for Retail Banking Customers |
Many service requests—confirmations, balance inquiries and so on—can be handled
quickly by transactional systems in contact centers and home banking Web sites.
But it’s the complex requests that drive the vast majority of service costs—and
offer the most opportunity for increased customer value and loyalty.
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Key Benefits |
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Consistent Cross-Channel Service
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Improved Customer Loyalty, Profitability
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Reduced Service Delivery Costs
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- Products are complex and dynamic. Customers have questions about an ever-increasing
array of product offerings. New promotions are continuously introduced. The vast
regulatory landscape is ever-changing, while mergers and acquisitions adjust policies
and offerings.
- Content is in multiple silos. Service professionals need quick access to
policies and procedures, customer records, regulatory information and product details,
but this information is managed in different systems with different interfaces.
Customer-facing staff simply don't have integrated access to all the information
they need. And they don't have the time to sort through multiple repositories.
- Multiple contact points hamper consistency. Customers request service by
phone, email, Web and in-person. Given the range of touchpoints, it's difficult
to offer seamless, consistent service. High employee turnover rates exacerbate this
problem.
- Too hard to capture and share knowledge.
Each service representative should be able to bring the full knowledge of the bank
to bear on a customer problem. But disparate and limited point technologies make
it hard to find the right experts, collaborate with them and capture knowledge for
later reuse.
Despite these challenges, customer expectations are high and increasing. Customers
demand responsive and informed service, especially for complex issues. If they're
delighted with the service they receive, they're more likely to stay loyal and increase
share of wallet. If not, they're ready to defect to a competitor.
Investments in CRM, updated technology and backoffice systems have reduced the cost
of routing, tracking and answering simple transactional questions but have done
little to ease the burden of resolving more complex issues. That's where KNOVA comes
in.
A Universal Knowledge Hub Providing Rapid, Integrated Access to Content
Delivering great customer service requires that all relevant information be immediately
accessible, even when it is stored across many systems, formats and applications
. KNOVA's pa tented knowledge management platform automatically classifies and organizes
content from across the enterprise. This means that policies, regulatory information,
promotions, product information and more are all at the agent's-or customer's-fingertips.
Easy-to-Use Knowledge Capture
Experts can capture and share knowledge with an authoring system that includes flexible
workflows to facilitate reviews and compliance. And when staff need to collaborate
with other experts in the organization, expert location is coupled with secure,
managed collaboration so customers get the best information available.
Adaptive Resolution That Optimizes Each Service Experience
KNOVA 's Resolution Engine™ guides customer-facing staff and end-users through an
optimized resolution process. Business process scripting automates repetitive tasks
and ensures consistent handling of specific requests. Out-of-the-box business rules
dynamically adapt KNOVA's response to each service request. And, precisely targeted
offers and promotions can be delivered during the service process, driving a deeper
customer relationship.
An Integrated Application Suite That Powers Seamless Service Across Channels
KNOVA resolves service issues through any customer touchpoint with a single knowledge
management infrastructure. So no matter how customers request service, the resolution
process will be consistent and personalized.
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KNOVA for Banking — Key Features and Benefits |
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Universal Knowledge Hub |
Leverage content from across the enterprise to streamline service resolution |
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Knowledge Capture and Collaboration |
Easily capture and reuse expert knowledge from across the enterprise |
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Resolution Flows Optimized for Banking |
Automate repetitive service tasks with knowledge and scripting |
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Seamlessly Integrated Self-Service |
Reduce incoming service volume by empowering customers with knowledge |
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Comprehensive Service Resolution Analytics |
Pinpoint areas of customer interest for cross-selling and measure the effectiveness
of targeted offers |
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CRM Connectors |
Connect out-of-the box to leading CRM systems — including Siebel, Amdocs and PeopleSoft
— to greatly reduce risk and expense of implementation and maintenance |
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U.S. Patent No. 6,980,984 , No. 6,711,585 and No. 5,787,234.
Other Patents Pending
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