The Retail Banking Challenge

For many retail banks, improving customer experience and optimizing the mortgage function are top organizational priorities.

Information overload — Retail banks are extremely complex, highly regulated, and ever changing. Staff are constantly challenged to remember all the details required to do their jobs.

Inefficiency and inaccuracy — Policy and procedure information is scattered across multiple repositories, including shared drives, intranets, procedure manuals, and emails. This prevents employees from focusing on critical activities and results in errors.

Effect on call centers and branches:

• Low first-call resolution rates

• Inaccurate and inconsistent responses to customers

• Limited cross-selling and up-selling

• Staff stress and turnover

Effect on loan operations

• Excessive loan processing times

• Poor process and policy compliance

• Significant error rates and consequent rework

The Retail Banking Solution:

Real-Time Guidance for CSRs and Loan Officers

SupportPoint addresses these issues by delivering real-time, actionable guidance in the context of actual tasks that CSRs, loan officers, or other bank employees must perform and of their role within the organization.

SupportPoint provides all the process, policy, procedure, product, and system help your employees need to complete their work efficiently, consistently, and accurately. With SupportPoint, your employees get it right the first time, every time.

• Contextually relevant — SupportPoint identifies where every call center, back-office, or branch employee is in their work. When they need assistance, SupportPoint provides the most relevant guidance for their role and for the task in which they are engaged.
• Optimized for real-time support — Unlike intranets, SupportPoint is purpose-built for guidance through complex banking policies, procedures, and systems. No hard-to- find, extraneous, or out-of-date information – just consistent, clear, step-by-step guidance presented in a way that supports the task at hand.
• Implemented by the business, not IT — Unlike Business Process Management (BPM) systems, which add a layer of automation or workflow on top of existing systems, SupportPoint helps your employees more effectively use the systems you already have. SupportPoint requires only a fraction of the IT resources, with typical implementation periods of only 3 months and payback periods of 3 – 6 months.
• Expertise — The Panviva Professional Services team are expert in gathering, consolidating, and communicating the banking policies and procedures to which employees must adhere.