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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 |
| Knowledge Capture and Collaboration |
Easily capture and reuse
expert knowledge from across the enterprise |
| Resolution Flows Optimized for Banking |
Automate repetitive service tasks with knowledge and scripting |
| Seamlessly Integrated Self-Service |
Reduce incoming service volume by empowering customers with knowledge |
| Comprehensive Service Resolution Analytics |
Pinpoint areas of customer interest for cross-selling and measure the effectiveness of targeted offers |
| 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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