ResponseTek:CEM Benefits
- Identify at-risk customers and understand the root causes of dissatisfaction.
- Resolve customer issues on an individual basis with workflow and action management tools.
- Improve front-line performance by providing continuous, real-time feedback and targeted training.
- Reduce operating costs by providing customers self-service options based on their feedback.
- Improve your brand and grow market share by focusing your entire organization on consistent delivery of customer experience excellence
Technology, deregulation and rapid commoditization have leveled the playing field in banking. Competition for customer loyalty in banking is a global game, and now it’s all about the customer experience. Provide quality service, and you’ll retain a base of happy customer advocates.
The challenge? Ensuring that service delivery is consistent with your organization’s brand, across geographic markets, product lines and departments. And even when you identify customer service and satisfaction issues, which ones do you address first, and how?
ResponseTek:CEM helps you understand and improve the quality of customer experience you deliver by involving your customers in all aspects of your business, integrating their voices into your organization, and providing the tools you need to improve the customer experience.
Actionable Business Intelligence
An industry-leading, on-demand Customer Experience Management (CEM) software solution, ResponseTek:CEM addresses the specific needs of retail and commercial banks, generating real-time results for some of the world’s leading customer management organizations.
ResponseTek:CEM transforms the voice of your customer into actionable business intelligence.
Involve the customer
Whether through the contact center, in-branch, or as part of your e-banking services, ResponseTek:CEM Listening Posts provide your customers the ability to tell you about the quality of their experience with your organization:
- At every transaction, including daily banking, loan and mortgage applications, online services, and general services and support.
- At all customer touch points, including in-branch, contact center, IVR, website, and email.
- At every stage of the customer lifecycle, from marketing and new accounts, through up-sell and cross-sell opportunities, to life stage transitions and account closures.
Integrate the voice of the customer
Customer experiences flow into your organization continuously, and are shared using ResponseTek:CEM Dashboards and Analytics. The voice of the customer is now actionable business intelligence, a transformation process that is the result of:
- The right information, providing individual account manager and branch performance reports, benchmarks, and customer-driven intelligence on top issues and root causes of customer dissatisfaction.
- The right people, ensuring your line staff and branch managers see the results of their performance on a daily basis, and are assigned accountability for resolving at-risk customers.
- The right time, allowing you to correct behaviors and identify training opportunities immediately, and continuously pursue excellence and consistency in service delivery to meet rolling performance goals.
Improve your business
Insights generated by ResponseTek:CEM create a shared understanding of the value of customer advocacy on the bank’s brand, and the responsibility all staff share for maintaining it. They also make deep impacts at an operational level; the right insights combined with the right tools allow you to improve the customer experience across all levels of the business:
- People become customer-centric, with bank staff and outsourced operations the power to delight customers and improve satisfaction metrics, and by linking accountability and compensation to individual performance measures.
- Processes become customer-centric, with experience-based knowledge management tools deflecting inbound customer contact, reducing operating cost and driving quality of service delivery and efficiency.
- Products and services become customer-centric, with the voice of the customer informing business planning and prioritization, and driving overall brand performance in the consumer marketplace.
Find out more |
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Attend a web seminar, and find out why and how to operationalize CEM in banks and credit unions. |
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Download a case study, to learn about CEM best practices and ResponseTek:CEM success stories from industry leaders. |
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Request a custom demonstration of ResponseTek:CEM for Banking. |
Contact Us
To see ResponseTek:CEM for Banking in action, contact us at:
solutions@responsetek.com
Toll Free: (866) 484-2900
Local/Intl: (604) 484-2900
