Building trust through improving customer service in financial institutions.

Can the Financial Service Sector and in particular Banks build customers loyalty and restore the trust we used to have in our financial institutions by increasing their customer services offerings? 

This is one of the questions that we will explore below when looking at the customer service in financial institutions offerings;

Is customer-centric competition better for financial services companies when it comes to earning customer trust?

Customer-centric is the key phrase here.  It’s definitely better if you compete in a customer-centric direction and you treat different customers differently, it requires you to build customer relationships.  You can’t treat different customers differently if you’re not willing to remember customers from transaction to transaction.  Do you know why?  Because customers remember you.  They know what you did in their last interaction with your organisation.  If you think about the basics around a relationship, it involves interactions, it develops a context based on those interactions, and over time successful relationships generate trust.  If you maintain a decent relationship with a customer, then over time you’re going to earn that customers trust and following on from trust, customer loyalty quickly follows.  This is one reason that improvements should be made, and investment sought for customer service in financial institutions and that this should be upheld as a significant area of priority.

Becoming Customer Centric

Having or Improving your Knowledge management strategy can be key a way to becoming a customer-centric organisation, as is an owner at Board level.  Customer services in the financial service sector can also help to restore the trust in these organisations.  Being able to offer a personal service with the importance of interactions between front-line staff and the customer set at the heart of the call centre operations would be a start.  Being able to spend time resolving the customer’s query is more important measure and is ultimately acting in a more customer centric way, than say monitoring how quickly or how many calls the call centre agent can get through.  Customer satisfaction has for a very long time been a bench mark by which the mighty have been judged.  All customers aren’t the same and they like to be treated as individuals, therefore sometimes the issue is about the same or similar  problems and processes and how these should be addressed following some good business intelligence information about why customers are calling.

If an organisation has the capability to produce information on demand about my specific objectives, complaints or situation, then I feel that company understands me and my level of trust with them will increase.  This simply will mean that the organisation is starting to value me as a customer and are able to offer excellent customer services to me as an individual, is that too much to expect from my bank?

 
Contact us

Leave your details and our team will contact you:

Copyright RQTech.  All rights reserved.  Click here to view our privacy and data policy.

Get a quick overview so you can spend your time improving your processes.

You can easily define and set up processes according to your own needs using a convenient layout tool. In addition, since all types of workflow processes can be managed, you get all case management in one single system. 

Analyses, statistics and reports give you an unbeatable overview with real-time status and division of responsibility. Nothing has to fall through the cracks anymore and you always have an accurate and up-to-date base for decision-making.

CANEA Process is a tool that allows you to model and share business processes in an easy-to-use graphical web interface.

Seeing is understanding

Visualisation gives all employees an understanding of the organisation’s processes, activities, responsibilities and information flows.

Living processes

Identifying working methods while making it easy to update is the basis for continuous improvement of processes.

Create a complete picture

Linking together documents, information and tools with clickable process maps create an intuitive and comprehensive management system.

CANEA Workflow is an IT solution that automates, quality-assures and speeds up administrative workflow processes.

You can easily define and set up processes according to your own needs using a convenient layout tool. In addition, since all types of workflow processes can be managed, you get all case management in one single system. 

Analyses, statistics and reports give you an unbeatable overview with real-time status and division of responsibility. Nothing has to fall through the cracks anymore and you always have an accurate and up-to-date base for decision-making.

By creating executable processes in CANEA Workflow, you get both better control of the situation and smoother processing.

Streamlining the work

Ensure compliance and that handovers are done correctly and with the right information.

Correct decision support

You get an unbeatable overview of the processes in real time, with both clear reports and clear diagrams.

Improve processes continuously

Our process support can be constantly adapted to changing needs and requirements. In this way, we give you the best possible conditions for your daily work.

A document management system without complicated folder structures.

CANEA Document combines simple and intuitive search features with powerful features for managing documents from a life cycle perspective.

Maximum availability
Search and find information quickly based on what you need, not where it is stored.

High security
Ensure accuracy, changes and access to all information – with high traceability.

Fulfils requirements
Manage information according to standards, legislation and other requirements for document management.

CANEA Document supports everything from production, publication and modification to archiving and deletion – with full traceability and version management.

CANEA Document provides secure management of all types of documents – in one place. Tagging the information with metadata creates a virtual, multidimensional folder structure. This means that a document appears in multiple locations at the same time, with authorisation-controlled access. The right information in the right place for the right users at the right time!

You can usefully add your company’s process-oriented management system to CANEA Document. All production and distribution of documents is quality-assured and streamlined. In addition, your employees always have access to the most up-to-date version of the documents – directly via intranet, tablets and mobile phones.

Improve the performance of your project activities

CANEA Project is a comprehensive project tool with integrated support for all types of projects and parties– such as management, resource owners, clients, project managers and project participants. CANEA Project gives you an excellent overview of your entire project portfolio, including profitability and status, making it easier to prioritize and make decisions.

CANEA Project shares all important project information with both internal and external members.

Let your project manager focus on management rather than administration and distribution of the information.

Gather all project information in one place and make it available to both internal and external members.

Helps you with prioritization of projects, resource management and analysis of portfolios and programs.

Make reality of the strategy

CANEA Strategy makes it possible for organisations of all sizes to create a unique common thread from the strategic work to the daily operations. We do not just provide performance management tools but rather a completely new generation of IT support for strategy activation. The system guarantees and provides support throughout the chain from strategy to execution. You get no results without action. CANEA Strategy makes it possible in practise! 

CANEA Strategy ensures and provides support throughout the entire journey from strategy to execution.

Create a shared understanding of the strategy, the goal to achieve and how.

Gives management an unbeatable overview of what’s happening, how it’s progressing, and why.

Creates a clear common thread from the strategy to project, initiatives and actions.