Financial Institutions often accomplish customer communication with a disjointed collection of software, systems, measurement schemes, and data sources. Frequently, FIs purchase or develop these communication systems at different times and by various groups across the enterprise. Predictably, the result is a mixed bag of offerings that may do the job individually but fall short of omni-channel customer relationship goals.
What FIs need is a single plug-in that can access all their systems and provide a modern and easily navigated customer interface. The source of the documents should not matter.
In many banks and credit unions, customers may encounter branding inconsistencies or cumbersome integration as they try to locate information or access documents associated with their accounts. As customers interact with the various systems, they will notice the differences. Customer experience improvements may require heavy IT support, causing organizations to find themselves behind the times and slow to react to new products, new technology, or brand refreshes.
The customer experience is even more confusing when inconsistencies occur among communication channels. For some FIs, identical information they deliver via the web, mobile apps, or on paper may vary in appearance and functionality.
Digital Document Access
One particularly challenging area is digital document access. Customers attempting to view their transactional documents or correspondence frequently access the data via a document archiving system. While highly efficient at storing and indexing large volumes of documents, the creators of these systems don’t always optimize them for end-user operation. Customers may face retrieval roadblocks when archive systems do not generate user-oriented indexes or they restrict selection and sorting criteria. Also, archiving systems don’t always capture important communication components such as regulatory notices or marketing information companies insert into envelopes when they deliver the original documents on paper.
Third party documents just add to the ePresentment challenges. When customers must access a third party website to retrieve certain documents, the original company loses control over branding and presentation. Sending customers to another domain is risky. Customers may fail to return.
Difficulty with online document access dampens customer enthusiasm for eAdoption. Organizations have learned they must offer added functions and relevancy to wean customers away from paper documents. Hard to find PDF versions of printed pages served up by document archive software deliver little added value and so offer no incentive to turn off paper.
Plugging into All Systems
Fully featured ePresentment goes beyond the basic functionality provided by common document repositories. Whether documents are generated by a core application for billing and statements, correspondence applications, or a CRM, the customer experience should be the same. Comprehensive solutions like Lanvera’s ePresentment platform deliver these capabilities and more.
In the Lanvera ePresentment system, document retrieval and viewing methods are consistent across all devices, using a mobile-first approach. Filtering and downloading processes are easy and familiar, removing the confusion and frustration a patchwork collection of applications sometimes forces upon end-user customers. Customers may view even third party documents via the Lanvera platform, keeping the original organization in full control of the customer experience.
With built-in integration, companies can manage the ePresentment customer interface themselves, without relying on their vendors to make changes associated with branding or regulatory requirements.
Building customer communications integrated with all enterprise systems from scratch is a huge project. Electronic presentment solutions with plug-in capabilities allow companies to provide their customers with a rich customer experience without re-designing every system that generates customer-facing documents.