Solutions: Lending
Drive profits with dynamic, personalized customer experiences

Acquisition

Acquisition, On-Boarding

Improve conversion rates

• Maximize the value of every marketing dollar. Visually simulate new customer acquisition strategies to understand their impact on customer behavior based on previous results, revenue forecasts, impacts, profits, risk behavior and other business metrics. Leverage real-time decisioning during inbound interactions to dynamically recommend the best offer as the conversation unfolds.
• Optimize acquisition and marketing strategies across channels. Deploy a centralized strategy for all channels, including brokers, agents, contact centers and the Web for consistent, intelligent conversations across every inbound and outbound channel. Ensure that offers and actions can be started and completed with efficiency and accuracy in the customer's channel of choice.

Lower acquisition and account opening costs

• Reduce the number of campaigns. Use predictive analytics and adaptive decisioning to match the right customer with the right offer. Precisely target prospects with compelling "segment of one" value propositions.
• Streamline account opening processes while driving more revenue. Dynamically guide representatives and online customers through the process of choosing products and applying for loans, including recommendations for product bundles best suited to the customer.

Respond instantly to competitive pressures

• Maximize the success rates of in-progress campaigns. Measure, simulate, adapt and change new customer acquisition strategies to refocus or terminate campaigns and offers in real-time – all without needing the assistance of IT.
• Roll out new products and services faster. Use functional, business-friendly tools that simulate planned strategies to determine the impact on customers and the company. Adjust, change and then immediately deploy programs to all channels without IT assistance.

Retention

Retention, Cross-Selling, Up-Selling

Expand wallet share

• Proactively retain customers. Predict individual customer expectations and propensities using adaptive analytics and real-time decisioning to help identify the appropriate retention action.
• Determine a customer's propensity to accept cross-sell and up-sell offers during the conversation.
• Eliminate operational silos. Deploy a coordinated inbound and outbound strategy to make sure conversations are relevant and timely across every channel.

Retain at the right cost

• Optimize sales propositions with personalized business cases. Use predictive and adaptive analytics to determine which customers to retain and what products or services will be effective.
• See how your customer retention strategies are working and adapt quickly to changing customer behavior, competitive offers and economic conditions. Use business tools that enable immediate modification without coding or IT assistance.

Customer Service

Customer Service

Drive incremental sales through service interactions

• Help service representatives deliver relevant and timely offers. Leverage dynamic guidance and recommendations based on customer profile, behavior, responses and history to increase sales during inbound customer service interactions.
• Increase the percent of inbound interactions receiving offers. Proactively triggering personalized offers that eliminate dependence on staff expertise helps representatives feel comfortable delivering a timely and personalized offer.

Increase customer satisfaction

• Deliver a high quality, efficient experience with every service interaction. Empower representatives with a unified desktop that eliminates product and channel silos and provides real-time visibility into fulfillment processes, requirements and current status.
• Improve the consistency of every interaction. Automate service processes and dynamically guide representatives through Next Best Action conversations to achieve the best possible outcome for the customer and your company.

Reduce time and costs for service

• Optimize contact center operations. Manage the amount of time spent on each customer, increase first-contact resolution and reduce average handle time. Continuously monitor and control conversations to balance customer expectations with business objectives.
• Increase call deflection with personalized self-service. Provide online customers with greater information access, transparency and self-management capabilities through adaptive analytics, real-time decisioning and a universal customer view.

Risk and Compliance

Risk and Compliance

Reduce risk

• Effectively implement risk-based pricing. Take advantage of the unified customer view, adaptive analytics and real-time decisioning to appropriately balance risk and offers as the customer conversation unfolds.
• Improve portfolio risk management. Monitor customer behavior in real-time to identify changes in risk profiles and dynamically adjust actions and offers.

Adhere to privacy regulations

• Increase compliance and consistency. Guide representatives through customer interactions, and incorporate company and product-specific rules into automated processes to meet risk and compliance requirements.
• Maintain a complete interaction audit trail. Automatically capture all conversations across every channel for a unified, up-to-date view of each customer.
• Appropriately restrict access. Provide a limited view of customer data to representatives that is appropriate to their roles.