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Connexus : Issue 41
26 Connexus ADvERTORIAL Are you meeting your customers’ online banking needs? Are you adapting to the ever changing online banking demands and expectations of your customers? It is no longer enough to say that you have a transactional internet banking system that allows your customers to transfer money and pay their bills. Your online banking solutions need to be developed and delivered in a way that provides the best possible experience to your customers – across all of your products and customer touch points. For your savings products for instance, your online banking systems should be designed to help you keep your customers online for longer so that you can better engage with them and on a deeper level and subsequently learn more about them. As with any online, mobile or tablet apps or sites that they use or access, creating an optimal customer experience has become paramount. It is no different for your lending products. Consumers are increasingly comfortable applying for home loans online and as such the experience offered by your solutions can be the difference between a customer completing a loan application and walking away half way through. Automating your lending processes isn’t just about reducing your associated costs, it is about providing the best possible experience and ensuring that customers are kept happy throughout the process from applying for a loan right through to settlement. So have a think about the lending experience and in turn the lending systems you need, from your customers’ perspective. Are your customers able to apply for a home loan over the internet and get a conditional approval within minutes? Will your customers be given a loan contract as soon as possible after submitting their loan application? Can they track the progress of their application and submit documentation themselves online? End-to-end loan origination systems are designed to remove the significant costs and problems associated with manual processes. Online systems to help manage savings and deposit products have now gone beyond being simply transactional systems. Instead, internet and mobile banking solutions have become powerful customer engagement tools says Sandstone general manager – direct banking solutions, Dom Monty. And importantly, both the customer and the financial institution can benefit from the relationship. The use of a ‘widget-based’ interface (the use of graphic icons) for instance helps improve customer engagement and interaction and will ‘change the banking landscape forever’, says Monty. ‘Your customers can now personalise their banking experience by dragging and dropping blocks on the screen. Some customers may want to see their savings goal information at the top of their screen; some may want to place their home loan account information there while others may want a news feed specific to the local community.’ Additionally Personal Financial Management solutions are now being used by organisations to identify what their customers are saving for so that they can tailor marketing offers for each customer. Your online banking solutions are no longer just another channel, they form a key role in the way you interact with your customers and sell more products to them. With innovative solutions available for desktop, mobile and tablet devices, the possibilities are endless in the world of customer engagement banking. For more information email firstname.lastname@example.org Online banking solutions have now become powerful customer engagement tools.