Financial Services Customer Experience

Engaging and personalized correspondence make a big difference when the topic is money.

Customer Engagement for Banks,
Wealth Management, and Lending

Financial Services at the Crossroads of Digital Transformation

Businesses in every industry strive to meet the high customer service expectations of today’s digitally proficient consumers. Banks, wealth management, and lending and mortgage providers recognized this trend and developed customer portals and mobile apps that granted 24×7 access to account information, balances, and transactional data. However, a recent survey of industry customers by Qualtrics indicated a Net Promoter Score of -16%, indicating that financial institutions must continue to improve the customer experience in banking.

Established providers with legacy core systems are being challenged by new entrants in the industry who leverage the latest technologies. All of these Finance providers recognize the need to establish a digital differentiation that sets them apart and engages their customers.

Some financial institutions redesign entire processes to more effectively meet their customer expectations, while others implement financial services customer experience software without undertaking an overhaul of core systems.

Alternatively, some financial institutions seek to differentiate themselves with improved customer experience, online portals with rich analytics, and clear, straight-forward statements. Meanwhile, others focus on increasing revenues by inserting personalized cross-sell and up-sell marketing messages into customer correspondence and monthly statements.

Banks, investment and lending firms greet all of these challenges with automated yet personalized customer communications regarding account creation, promotions, and regulatory notices. Interactive analytics empower their customers to research spending and savings habits, investment options, or the impact of accelerated debt payoff. Monthly statements delivered via the customer’s preferred channel improves the customer experience in banking and financial services and lowers print and postal costs.

Financial Services Industry Outlook

OPTIMISM FOR FINANCIAL SERVICES

There’s a new kind of promise in the financial sector—and possibly no better time than now for transformation. Economic fundamentals are strong, the regulatory climate is favorable, and transformation technologies are more readily accessible, powerful, and economical than ever before.

Rising Expectations

FOCUS ON CUSTOMER EXPERIENCE

Customer expectations are being shaped by their interactions outside of the financial services industry—they increasingly want the type and quality of service they receive from industries that place a significant focus on customer experience.

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Banking Correspondence

Onboard customers leveraging a variety of channels, never re-entering the same data twice. Provide personalized welcome kits, up-sell and cross-sell marketing messages, customized statements and correspondence.

Lending Correspondence

Capture paper or digital applications from multiple devices. Engage with borrowers leveraging personalized letters and correspondence. Empower consumers with meaningful statements and analytics.

Wealth Management Communications

Provide meaningful, clear and engaging investment reports and statements. Empower investors with interactive analytics and research documents. Engage with customers via personalized correspondence.

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Customer Communications
for Finance Guide

Learn how MHC customer communications management solutions empower financial providers to engage their customers with personalized communications.

Enable Stronger Connections
with Financial Services Customers

From marketing and account creation to statements and self-service analytics, MHC’s banking customer experience software strengthens customer interactions, curtails print and postal costs, and fosters loyal connections with customers.

Banks, lenders, and wealth management firms worldwide leverage customer communication software by MHC to enhance their customer engagement, reduce operating costs, and control the inherent risks associated with high volume and on-demand document generation. Your business can achieve the same power found in stronger customer connections; one way to get started is request your personalized demonstration of how MHC can take your business farther. 

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