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HELPING RETAIL BANKS MAXIMIZE THE VALUE OF THE CLOUDDue to strict regulations and complexities specific to the banking industry, retail banks often face challenges keeping their IT solutions current with today’s constantly evolving technology. However, retail banks need to do just that in order to succeed as competition increases and customers demand more tailored and diverse products. Perhaps most importantly, retail banks need to develop more personal, comprehensive profiles of customers.
At Accenture, we understand these challenges and have created an industry-specific, fullforce-certified Banking Playbook solution to help our clients overcome obstacles and accelerate the implementation and adoption of cloud-based customer relationship management solutions.
CRM SOLUTIONS FOR YOUR BANKRetail banks are poised to reap significant benefits from adopting cloud CRM solutions. With Salesforce®, in particular, you gain access to a single view of your customers and unprecedented insight into data. This transparency, along with Salesforce’s ability to easily integrate with other technologies commonly used by banks, makes the cloud solution an ideal choice to meet all of your CRM needs.
THE ACCENTURE APPROACHOur Banking Playbook solution brings together CRM best practices for cloud, social and mobile technology that result in accelerated time to market. We know the industry, we know the challenges and we can help you add value by simplifying the banking experience for both your customers and your employees.
Our framework takes a comprehensive approach from assessment and design to integration, deployment and ongoing support. It addresses industry-specific problems related to customer retention and loyalty, revenue growth, social collaboration and seamless data and systems integration. Plus, we’ll work closely with you to build user interface templates that help your bank better manage call reporting, opportunities, sales data and more.
With this solution, we apply our banking industry and Salesforce experience to create a unique solution that addresses all of your needs with respect to CRM. The end result cloud environment that helps your bank increase revenue and close deals faster by taking a more personalized service approach and, therefore, improving the customer experience.
SOLUTION OVERVIEWOur Banking Playbook solution focuses on three key areas of interest:
1. Loan Origination: To help you make the typically arduous loan application and approval process easier for customers, we use Salesforce to develop a more streamlined and effective loan origination process — all of which takes place online, no paper needed!
2. Lead and Referral: By adopting new digital tools that allow you to share data across all lines of business, you can deliver the seamless experience needed to improve customer satisfaction and boost revenue. To make this a reality, we use Salesforce to create a single, 360-degree view of customers across every channel and touchpoint. This view makes it easy to nurture and convert leads, regardless of channel or product.
3. Account Activity: Customers are increasingly demanding that banking services come to them when and where they want them, and they expect to receive an almost immediate response to their requests. We can help you meet this expectation by streamlining how customers interact with their accounts. Our solution helps make it quick and easy for your customers to engage in a number of different activities across multiple channels.
KEY BENEFITS FOR YOUR BANK• Obtain a single, comprehensive view of customers
• Enrich customer data with social insights to create high value cross-selling opportunities
• Increase productivity with smart workflows
• Accelerate the processing time for loan applications
• Reduce administrative burdens
• Improve visibility into sales data
Customer community supporting standard banking functions, such as account summaries for deposit/credit/trading accounts, transaction details, bill pay, funds.
Advanced customer care and call center support enabled by Service Cloud,® Live Agent real time online chat, CTI Telephony support, Web2Case, Email2Case and Salesforce Knowledge article database.
External customer website featuring “Contact a Branch”Web2Lead functionality, multi-page mortgage enrollment forms and multi-page account application wizards.
Streamlined modules for sales/support users, such as bank rate and financial product search, quick links to pre-filtered data and Salesforce1 for mobile data on the go.
Detailed Customer 360 degree screens to provide a one screen visual overview of all customer activities, including transaction metrics, financial product ownership, reward program activities, customer timelines, organizational hierarchies, relationships, trading activity and more.
Data model supporting all critical banking business processes, such as B2B and B2C banking customers, applications, leads, referrals, customer interests and relationships, opportunities, products, financial accounts, fundings/withdrawals, transactions, payments, payees, secure notes, etc.
Lead and referral management and account openingfunctionality for managing the submission of customerapplications and the onboarding and compliance/KYC/AML review process.
Sales Cloud® implementation of opportunity and product management for pipeline management to track products related to multiple product classifications, such as retail, commercial, loan, trust, securities, etc.
Pre-built framework for simplified integration to data model and custom screens.
Security and compliance protocols to handle complicated financial services regulatory requirements surrounding PII data and more.
SOLUTION FEATURES
PARTNER FOR SUCCESS WITH ACCENTUREFrom the start of your cloud and CRM journey onward, your bank will have the advantage of our experience and expertise. Accenture is a leader in Salesforce, with the world’s largest Salesforce practice and three times more certified professionals than any other company. We’ve applied our market-leading Salesforce capabilities and our deep industry experience to develop fullforce solutions certified by Salesforce in the Financial Services industry. Accenture is bringing these solutions to help shape and deliver transformational programs globally — driving real innovation and value and maximizing the benefits of Salesforce technology. The Accenture Fullforce Banking Playbook is a true vertical offering based on best practices and customized to solve your bank’s unique challenges.
Copyright © 2017 Accenture All rights reserved.
Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
FOR MORE INFORMATION, CONTACT:Stacy Pence Managing Director - Cloud First Applications Global Financial Services [email protected]
Tanner Shamrock Director - Cloud First Applications Salesforce Banking Lead [email protected]
