Banks Must Go Flat Out for Real Success

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To stay relevant in today’s competitive marketplace, banks must topple their silos and meet their customers on every level, at every touchpoint, on the terms their customers choose.

Banks today are struggling to come to terms with the magnitude of the changes they are facing. It’s becoming more and more obvious that the only way to continue to grow means changing their entire business structure. It’s a scary thought for a number of reasons; the biggest two would be cost and uncertainty. You can’t blame them for dragging their feet – but many do. In fact, banks have being taking a bit of a beating in the fintech press of late, and we don’t think it’s very fair. If you look at the big picture, banks have often risen to the challenge of using the latest technologies to help them meet their customer’s needs and streamline operations. It’s one of the things that have gotten them into the mess they find themselves in now. Banks have spent untold amounts on their old IT infrastructures, responding to customer demands, adding channels and delineating their offerings. They have adapted and built, and adapted and built, and adapted and built for so long that the end result is an impenetrable fortress of isolated technologies and product silos.

It’s time to topple the silos

Customers are no longer content to do the groundwork, shuffling between the call center silo, the branch silo, the online silo, and innumerable product silos to have their needs met. They want the kind of service that other online enterprises like Amazon and Zappos, or new financial providers like Simple and Moven, offer. Customers don’t care that these businesses were built using the latest technologies, and subsequently aren’t locked behind ageing core systems, unable to leverage the data, big or small, that everyone keeps banging on about. Customers just want the banks to provide the services they they feel they are already paying banks to provide.

The rise of online banking is only strengthening this notion. For every branch that closes, customers are thinking “Hey, I don’t take up your time by coming into the branch anymore. I am practically doing your job for you and you’re still making my life difficult.” The average customer doesn’t want to know about how their credit card and savings account are operated by different systems (silos) and that’s why they have to log in and out of different platforms, or worse, end up having to call (and pay more!) and be put on hold, only to be transferred and have the line drop. Customers just want it to be easy. They want to be able to move from device to device, crossing channels smoothly, regardless of product or transaction type. Wouldn’t it be great if we could just tip the silos over, join them end to end, and create a seamlessly connected, unified experience? Well, we can’t do that, but with it is possible to make the customer think we did.

The all seeing, all knowing omni-channel banking experience

We recently held a webinar in which we explored the concept of omni-channel banking. It’s basically the next level up from cross-channel banking. The major differences being the level of inclusivity of all channels, including traditional branches, products, and services, combined with customer data and context. Recent research, conducted by Google, shows that 90% of consumers today use multiple screens sequentially to complete a task over time. A real omni-channel approach would mean that at no point during that journey would the customer be forced to start from the beginning, even when switching devices, even if the sale cycle was over an extended period of time.

For traditional financial institutions, there’s a long way to travel before any of that can become a reality, but we can definitely start taking steps towards making it a realistic goal. The good news for banks is that it’s not necessary to completely replace their existing systems.

Chosen correctly, a new solution can help banks to begin creating a unified omni-channel banking experience by introducing new rich and responsive user experience layer, which sits on top of the existing systems, instead of replacing them. This highly flexible, interactive layer not only gives customers the online experience they want, but also enables the bank’s digital marketing and ebusiness teams work easily across public and secure areas.

At Backbase, we do this with Backbase Portal. A fully omni-channel ready portal, Backbase links services as well as products and channels, with the customer always at the center.

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Backbase Portal is able to create a unified, relevant and personal experience for end-customers because it sits on top of existing systems to aggregate the relevant data, and uses small autonomous apps, called widgets, to provide functionality. Business owners can manage and curate the end-customer experience by creating and deploying these apps, and have their own widgets that enable them to aggregate and analyze customer data. The most important thing is that Backbase, in essence, unites the silos. It levels the playing field, creating a totally consistent experience across all devices and all touchpoints for the end-customer and business owner alike.

Imagine if the customer who perused mortgages online a week ago is able to stop in at a random branch to find out more, and upon giving their name to the teller, is immediately asked if they would like to look through the different mortgage packages or sit down and discuss a saving plan towards purchasing a house. All because the teller was able to access the omni-channel portal and immediately find the customers account profile and see a 360 degree view of the customer’s activity on a single screen. This is one of the first steps towards creating the omni-channel banking experience and it’s possible right now.

For more on omni-channel banking, check out our webinar.

2 thoughts on “Banks Must Go Flat Out for Real Success”

  • Ultimately, every consumer-facing technology solution should try to improve the customer experience in some way. Banks should strive for a system that will eliminate silos and provide a seamless customer experience. I recently wrote a blog post discussing the customer experience and cross-buying. Financial institutions need to realize that the “customer experience” is no longer limited to branch visits and customers now expect their experience to be seamless between channels, pleasant, and involve the least work possible.

  • Prue Duggan says:

    Hi Kelty, you’re totally right. Consumers are being provided with more and more alternatives who are willing to go the extra mile. Today’s global economy means that successful, seamless experience from a business that you may never physically be able to visit, can beat the ‘local shop’ benefit. Banks are unique in that branches will remain important for quite some time, and rightly so. Their challenge lies in linking service and journeys across the virtual and real world experiences. Great post of yours too btw.

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