| Customer Channel Alignment |
In today’s multi-channel business environment, most companies
struggle to deliver seamless products and/or services to different segments. Channel and
product preference indicators are based on observing customer behavior. Ventus’ Customer
Channel Alignment solutions helps organizations identify which channels are used for
different types of customer interactions and the product mix customers segments prefer to
purchase.
Information generated from Customer Channel Alignment can be used to make
investment decisions more effectively, as it will be clear across the entire customer base
and all channels where the greatest need and potential exists. By combining preference
indicators with an understanding of customer value as well as the cost of interactions,
Ventus’ Customer Channel Alignment helps organizations make intelligent decisions
about which behaviors to encourage and which to discourage. In addition, Customer Channel
Alignment helps:
- Identify opportunities through understanding how customer
channel preferences integrate with the business’ needs.
- Prioritize initiatives to optimize the alignment between
customer needs and the organizations’ objectives.
- Develop a business model that supports and reinforces
the optimal, integrated channel solution.
| Best Next Product Analysis |
Whether it is through the call center or branch, financial services firms have a great
opportunity to turn service calls into sales opportunities. The challenge is getting the
right customer and product information to your front-line people. Our Best Next
Product Alert analysis offering defines and builds the tools to arm your customer-facing staff with the information it needs to
successfully cross-sell your customers.
The
Ventus Next Best Product Alert analysis offering leverages existing (MCIF, transaction, CRM, lending, etc.)
and third party customer data to create cross-sell offers optimized to the needs and behaviors
of pre-defined segments and customer relationships. The Next Best Product Alert
gives
financial services firms the ability to:
- Quickly offer the products and/or services customers want while in a “captive setting”
(i.e. on the phone or at the branch).
- Optimize relationship profitability and share-of-wallet by analyzing which cross-sell products
will yield the greatest relationship returns.
- Understand in what order products and/or services should be offered.
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| Customer Process Improvement |
Businesses find it
increasingly difficult to maintain a competitive advantage that is based on economies of
scale, superior market share, or a unique product or service concept. To achieve long-term
success, a company must create a customer-centric culture based on the superior understanding
of the customer.
The first step in becoming a truly customer-centric company
is through Customer Process Improvement (CPI). Ventus’ CPI assesses
customer-facing processes such as loan origination and new account openings
and helps identify ways to streamline these processes from your customer's
perspective. By analyzing key customer-facing
processes we help prioritize the value improvement opportunities that have the greatest impact.
Ventus’ CPI helps financial services firms truly become more customer-centric by:
- Involving all employees, especially through cross-functional teams of workers and/or managers
focused on specific process problems.
- Listening to your customers via both soft and hard research techniques and translating the customer's
needs into process improvement opportunities and front-office/back-office role
incentives.
- Using analytical tools, data, and research to identify true "root causes" rather than symptoms of
process problems.
- Focusing solutions on both raising service quality and eliminating waste—not solely on the costs of a department.
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