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KNOVA for Brokerage Services
Optimizing Service Delivery for Investors |
90% of service requests-confirmations, balance inquiries and so on-can be handled quickly by transactional systems in contact centers and on broker desktops. But the remaining 10% of issues are more complex. They drive the customer service costs-and offer the most opportunity for increased customer loyalty. What makes these complex issues difficult to resolve?
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Customer Perspective |
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"We have seen positive results with KNOVA and look forward to serving our customers with the increased relevancy and ease of use that KNOVA delivers."
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- Products and services are complex and dynamic. Customers have questions about an ever-increasing array of investments. New promotions are introduced and modified. The regulatory landscape is ever-changing. Mergers fundamentally change product portfolios.
- Content is in multiple silos. Brokers, advisors and service professionals need quick access to a broad range of content. Unfortunately, information is managed in different systems so staff simply don't have integrated, timely access to the information they need.
- Multiple contact points hinder consistency. Customers may request service by phone, email, Web form or in-person; they may contact a broker or the contact center directly or serve themselves on the Web. This makes it difficult to resolve service issues consistently.
- Knowledge transfer is unsupported. Each service representative should be able to leverage the full knowledge of the institution. But disparate and limited point technologies make it hard to find the right experts, to collaborate with them in a secure and managed environment and to capture expertise for later reuse.
- Customer expectations are high and increasing. Investors demand more responsive and better- informed service because their experiences with other service providers lead them to expect it. If they're delighted with the service they receive, they're more likely to stay loyal, increase share of wallet and be more profitable. If not, they're ready to defect to a competitor.
Investments in CRM have done little to ease the burden of resolving more complex service issues for investors. That's where KNOVA comes in.
Consistent Service Across Channels
KNOVA provides applications for brokers, advisors, help desk staff and customers themselves to resolve even complex service issues with a single knowledge management infrastructure. So no matter how customers request service, the resolution process will be consistent and personalized.
Optimizing Each Service Experience
Resolution Engine™ guides users through an optimized resolution process. KNOVA uses information from the CRM system to drive business process scripting to automate repetitive tasks and ensure consistent handling of specific requests. KNOVA's Brokerage Services Solution comes out-of- the-box with business rules that can be customized to clients' specific needs. And, precisely targeted offers and promotions can be delivered during the service process.
Managed Collaboration and Authoring
When staff need to collaborate with other experts in the organization, KNOVA makes it easy. Expert location is coupled with secure, managed collaboration so investors get the best information available. And, experts can capture and share their knowledge with an easy-to-use knowledge authoring system that includes flexible workflows to facilitate reviews and compliance.
A Knowledge Platform for Integrated Access to Content and Systems
Delivering great customer service requires that all relevant information be immediately accessible, even when it is stored in a wide range of systems, formats and applications. KNOVA's patented knowledge management platform automatically classifies and organizes content from across the enterprise and beyond, leveraging a pre-built financial services ontology to deliver knowledge in the context of brokerage services. This means that news, analysis, policies, regulatory information, promotions, product information and more are all at the broker's-or customer's-fingertips.
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KNOVA for Brokerage Services — Key Features and Benefits |
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| Universal Content Indexing and Retrieval |
Streamline research and advisory services via a single access point for information |
| Resolution Flows Optimized for Brokerage Services |
Automate repetitive client service tasks with knowledge and scripting |
| Collaboration and Knowledge Authoring |
Leverage the right expertise from across the enterprise, and easily capture and reuse that knowledge |
| Integrated Self-Service |
Reduce incoming service volume and increase customer satisfaction with an effective automated service channel
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| Comprehensive Service Resolution Analytics |
Pinpoint areas of customer interest for cross-selling and measure the effectiveness of targeted offers |
| Pre-Packaged Connectors |
Connect out-of-the box to leading CRM systems — including Siebel and Amdocs — 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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