Solutions: Card Services
Manage the customer experience for maximum customer lifetime value

Acquisition

Acquisition, On-Boarding

Maximize the value of every marketing dollar

• Define marketing and customer acquisition strategies that are the most likely to receive positive response from targeted prospects. Visually simulate strategies to understand their impact on prospect behavior based on previous results, revenue forecasts, attrition impacts, profits, risk and other business metrics.
• Optimize acquisition and marketing strategies across channels. Deploy a centralized strategy for all channels so that you deliver consistent, intelligent conversations across every inbound and outbound interaction. Ensure that offers and actions can be started and completed with efficiency and accuracy in the customer's communication channel of choice.

Lower card service acquisition and application costs

• Maximize the conversations your customers initiate. Reduce the number of outbound campaigns with dismal response rates and overhaul fixed or static offers using predictive analytics and adaptive decisioning to match the right customer with the right product. Precisely target prospects with compelling “segment of one” value propositions.
• Streamline application processes while driving more revenue. Dynamically guide representatives and online customers through the process of choosing products and applying for a card, including recommendations for the product and services best suited to the customer.

Respond instantly to competitive pressures

• Maximize the success rates of in-progress campaigns. Measure, simulate, adapt and change 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. Simulate planned strategies using business friendly tools to determine the impact on customers and the company. Adjust, change and then rapidly deploy card services programs to all channels.

Retention

Retention, Cross-Selling, Up-Selling

Drive more revenue per customer

• Eliminate static "offers-of-the-week". Provide representatives with Next Best Action prompts as the conversation unfolds.
• Determine a customer's propensity to accept cross-sell and up-sell offers for additional card services. Leverage real-time analytics and decisioning during the conversation to determine the likelihood of offer acceptance.
• Reduce attrition with the right offer at the right time. Shift from reactive to proactive customer retention strategies by combining analytic models that predict and react to individual customer expectations and propensities with real-time decisioning that identifies likely defection and the appropriate retention action.
• Break down operational silos. Deploy a coordinated inbound and outbound strategy to make sure conversations are relevant and timely across every communication channel.

Retain at the right cost

• Optimize sales propositions with personalized business cases. Uncover which customers to retain and what products or services will be most effective through predictive and adaptive analytics.
• Gain unparalleled insight and flexibility. See how your 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 more frequently.

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 customer and interactions.
• Improve the consistency of every interaction. Automate customer 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 and collections

• 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.
• Coordinate collections and recovery across the organization. Improve correct disposition and reduce fraud with rules-driven processes and real-time recommendations based on such factors as attributes of the customer, past interactions, payment history and association rules. Streamline processing across the organization with customer-facing, back-end and third-party systems integration.

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 sales 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-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's interactions.
• Appropriately restrict access. Provide a limited view of customer data to representatives that is appropriate to their roles.