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Platinum-Level Customer Service with Ignify’s Bank and Credit Union Customer Management Solution

January 11th, 2012 Ashley Harbaugh No comments

What has been one of the single-most defining issues of the American culture these past few years? The one thing that has affected virtually every facet of the American populace, from high-powered corporations right down to the single American individual? What is still the main topic of politicians and pundits, who make authoritative declarations on how they would undoubtedly fix this particular issue if they were in power? The economy!

Although the economy has moved into a slow recovery – people don’t forget the hard lessons learned during those challenging times. Both individuals and businesses are far more cautious on where they spend their hard-earned cash, hoping to make safe, solid investments and avoid potentially risky decisions. And finding the right, secure place to keep their money is a crucial judgment call.

For banks and financial institutions that serve the wary, watchful public, conveying to both clients and prospects that their money is in safe hands is absolutely necessary for conducting business. Financial organizations are built on the people’s trust; if they don’t think their money is in a dependable place, then they have no problem putting it somewhere else. The best way to communicate to clients that responsibility and reliability are core values of a bank is by offering outstanding customer service.

With Ignify’s Banking Customer Relationship Management Solution, banks and financial service institutions can better strengthen their relationships with customers through the 360-degree view of customer transaction history, account information, and individual preferences. Built on the Microsoft Dynamics CRM platform, this powerful solution is tailored for retail banks, commercial banks, investment banks, credit unions, private bankers, and others, enabling these organizations to utilize the robust functionalities that allow them to make their customers feel more connected, and thus more dedicated, to their services.

One crucial way that financial service representatives gain crucial insight into their information is through the rich dashboard functionality present in Ignify’s solution. With the clear, well-defined parameters that these graphical displays exhibit, these dashboards enable representatives to understand data at a glance. The ability to set up and design these dashboards according to personal preferences enable salespeople and representatives to instantly access the important customer information that they need, and to thus quickly assess the action items needed to take on their part to develop customer relationships.

Robust dashboard capabilities allow financial service representatives to get a comprehensive overview of customer data, and give them better insight on what action items to take

Robust dashboard capabilities allow financial service representatives to get a comprehensive overview of customer data, and give them better insight on what action items to take.

A representative can also click on a dashboard screen and drill down to find out more details on the data presented. For example, a bank representative can drill his Active Accounts dashboard screen (as shown in the image above) down to the New Accounts by Month specification, if he wanted to identify the number of new accounts that were added in the past few months. All of the dashboards are real-time and bring data from the different functional areas of the application, so users are assured of viewing data that is both current and accurate. As soon as you make a change, the reports automatically refresh to reflect it.

Because dashboards are dynamic and instantly reflect even the most recent data changes made, these tools allow representatives to access fresh, current data at any point in time

Because dashboards are dynamic and instantly reflect even the most recent data changes made, these tools allow representatives to access fresh, current data at any point in time.

Using Ignify’s Bank Management Solution enables financial institutions to maintain complete visibility into customer data, offering detailed and up-to-date records of the customer’s needs that can be used to a representative’s advantage. For example, if a customer calls up a representative, that rep can immediately pull up the customer’s file and view their account and transaction history while on the phone, and check on other issues that the customer might have had in the past. By having an in-depth record of customer activities, and by being able to discuss those customer actions with the customers themselves, banks prove to their clients that they – and their accounts – are receiving the utmost attention and care. And people notice: if a person feels that their financial needs are a top priority, then high customer satisfaction is the inevitable outcome.

Ignify’s Bank Management Solution ensures that detailed, up-to-date customer information is always readily available

Ignify’s Bank Management Solution ensures that detailed, up-to-date customer information is always readily available.

Establishing trust and providing good customer service to clients really cannot be overstated, especially for banks. Just going off of my own experience, I have personally known friends to transfer their funds to different banks because they continually felt that their account needs were not being taken care of, and that the bank in question was not listening or paying attention to what they wanted. If the bank had been able to instantly identify past problems that my friends had, and then made a concerted effort to attend to those issues, they would’ve been able to retain their business. Instead, their competitors got to benefit.

For the business clients who utilize multiple accounts and different currencies, the solution enables financial representatives to consolidate this disparate information in one view, as well as look at the transaction histories and activities for each individual account

For the business clients who utilize multiple accounts and different currencies, the solution enables financial representatives to consolidate this disparate information in one view, as well as look at the transaction histories and activities for each individual account.

By using a customer relationship management solution that is specifically built for banks and other financial institutions, these organizations are better equipped to offer their customers the premium service that ensures customer satisfaction and, ultimately, retention. And the more happy customers there are, the higher the chance they will spread the word to their friends and relatives (and if there are some folks in their network who are disgruntled with their bank, they’ll definitely be listening intently to the message). Give them every opportunity to sing your praises – capture those customers from your competitors.

Ashley Harbaugh is a Product Marketing Specialist at Ignify. Ignify is a technology provider of CRM, software solutions to banks, insurance and financial service institutions. Ignify has been included as the fastest growing business in North America for 5 years in a row by Deloitte, Inc Magazine and Entrepreneur Magazine and ranked as one of 100 most innovative companies in the world in the Red Herring Global 100 in 2011.