Facilitating Digital Transformation in Financial Services · across an omni-channel banking...

Facilitating Digital Transformation in Financial Services

Birgit Kurz, Industry Principal Financial Services

SAP-Forum für Customer Engagement und CommerceWien, 5. April 2016

CEC for Financial Services

DISCOVER

NEED

RECEIVE

OFFER

POST

REVIEW

MAKE

PAYMENT

JOIN

GROUPS

RESEARCH

USE

PRODUCT

CONTRACT

RECEIVE

INFORMA-

TION

HELP &

SUPPORT

ADD

FEATURECOMPLAINT

FIX

ISSUE

ADDITIONAL

PURCHASE

BILLING

ISSUE

LOYALTY

BONUS

RECEIVE

OFFER

REFER

FRIENDS

WEB

TV

DIGITAL

ADS

PRINT

SOCIAL

SEARCH

KW/ADS

REVIEWS

WEB SITE

AGENT

CONTACT

CENTER

EMAIL

WEB SITE

SOCIAL CONTACT

CENTER

SUPPORT

PORTAL

SUPPORT

PORTAL

CONTACT

CENTER

WEB SITE

SOCIAL

AGENT

BRANDED

COMMUNITY

CONTACT

CENTER

EMAIL

SOCIAL

WORD OF

MOUTH

CONTACT

CENTER

AGENT

DISCOVER

NEED

RECEIVE

OFFER

POST

REVIEWREPEAT

JOIN

GROUPS

SHORT

LIST

SIGN

DECIDEOPEN

ACCOUNT

TRANSACT

QUESTIONSSERVICE

ISSUE

COMPLAINTEXPAND

RELATIONSHIP

BILLING

ISSUECASE RESOLUTION

REFER

FRIENDS

WEB

TV

DIGITAL

ADS

PRINT

WORD OF

MOUTH

SEARCH

KW/ADS

BRANCH

CONTACT

CENTER

EMAIL

MOBILE

SOCIAL

CONTACT

CENTER

SOCIAL

BRANDED

COMMUNITY

CONTACT

CENTER

EMAIL

SOCIAL

WORD OF

MOUTH

CONTACT

CENTER

BRANCH

AWARENESS

INTEREST

CONSIDERATION

ACTION

USE

ACTION

ADVOCACY

ADVOCACY

CONSIDERATION

REVIEWS

ADVISORY

TOOLS

SUPPORT

PORTAL

MOBILE BRANCH

RESEARCH

WEB

ONLINE

SOCIAL

FS CUSTOMERS SCRIPT THEIR OWN JOURNEY

The bank of tomorrow will not be a place people go. Instead, it will go with them wherever they go.

Branch ATM Web Mobile

0-1visit/month

3-5visit/month

7-10visit/month

15-30visit/month

The bank of the future

Just for you: Free Gold Card!

Omnichannel Customer Data Management

Marketing Commerce Sales Service

CLAIMSPOLICY ADMIN BILLING ANALYTICSQUOTATION & U/W …

Experience Management/Omnicommerce Connect

One solution to manage insurance customer experience consistently across all touchpoints

AGENCIES – BANKS – BROKERS CALL CENTERWEB MOBILE SOCIAL MEDIA AGGREGATORS

INTERNET OF THINGS DIGITAL CHANNELS TRADITIONAL CHANNELS

INSURANCE BACK-END

Usage based insurance is leveraging the

internet of things and gives perfect accuracy

for risk management and product design

SAP Solution Portfolio – Digital Banking

DIGITAL

GOODS

EMAILDIGITAL

ADVERTISING

INTERNET

BANKING

BRANCH CONTACT

CENTER

PRINTINGMOBILE

BANKING

SOCIAL

MEDIA

MARKET-

PLACES

SEARCH

KW/ADS

BROKERATM

SELF SERVICE

SMS/NOTI-

FICATIONS

Customer Experience

Process Orchestration/Integration

Core BankingOther Systems

Data Managemet (Customer, Product, Billing)

MARKETING COMMERCESALES/

SERVICE

ONLINE/MOBILE

BANKING eWALLET

SAP Digital Banking Solutions

@

CEC Key Capapilities for Financial Services

Best-in-class Search Engine

Optimization

Template Content for Life, Car,

Travel, Homeowners, Renters &

Event Insurance

«Find an Agent» Functionality

Interfaces to Product & Quote

Applications

Comprehensive customer

profiling in real-time

Trigger-based marketing to an

audience of 1

Real Time Personalized

Recommendation (ATM, Apps …)Client Managed Banking Seamless Integration to online

and mobile banking

Key benefits financial services

Positively influence

market perception of

your bank’s brand

and products.

Improve

customer

sentiment

Drive customer

awareness and

preference versus

competition.

Grow

customer

mindshare and

wallet share

Take advantage

of cross sell

opportunities and

increase multiple

product purchases.

Drive brand

loyalty and

profitability

Ensure consistent

brand experience

across an omni-

channel banking

environment.

Increase

customer

satisfaction

Increase revenue,

and profit in branches

and all virtual

channels

Increase

omnichannel

opportunities

Build an omnichannel

platform with online

self service and

native call center

integration

Reduce costs

to serve and

satisfy

customers

THANK YOU!