Financial Services & Insurance
Financial services firms are dealing with customer churn, as they compete for customers in an environment of low switching costs. The rapid consolidation of banks is causing consumers to constantly rethink their choices, since they view financial products as commodities. Since many products are sold through independent agents and brokers, financial firms must compete for mindshare across their distribution channels, while educating agents on product advantages. These firms are constantly looking for new ways to add additional value through unique information and services.

Content-centric applications help financial services firms increase customer retention, decrease the costs of sales and service, and increase revenue. Examples of content-centric applications being deployed by FatWire's Financial Services and Insurance customers include:

Call Center Knowledge Base
Financial services firms have large volumes of product information that changes frequently. Service and support centers have call resolution times that are too high because support center staff have difficulty locating the right information quickly. Customer satisfaction suffers if inaccurate information is disseminated and there are often inconsistencies in information received between the Web, call center, and branches.

FatWire's eService solution:
  • Provides customer service reps with the information they need to resolve customer issues.
  • Organizes information so support staff can get to it with the minimum number of clicks.
  • Allows product experts to easily keep the information up-to-date.
  • Analyzes information usage to discover where additional content is needed to facilitate calls.

Read more about the eService Solution >>

Customer Examples:
The Hartford Financial Services Group, Inc.
The Capital Group Companies, Inc.

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Broker / Dealer Extranet
Most financial services firms would like their brokers and dealers to be more productive in their ability to sell the company's products. Financial services firms must win the mindshare of their brokers versus their competitors while simultaneously avoiding channel conflicts.

A broker / dealer extranet built using the FatWire Content Server product suite enables financial services firms to:

  • Allow brokers and dealers to place orders, check order status, and request reports and materials.
  • Let independent brokers create their own micro sites, leveraging the company's content.
  • Conduct marketing campaigns that enable brokers and dealers to sell more.

Customer Examples:
OEV
The Hartford Financial Services Group, Inc.

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Customer Self-Service
Consumers today are less loyal, more insecure, and more involved in the management of their own financial lives. It's difficult for companies to differentiate commoditzed financial products for these consumers. Support costs are high at many financial services firms, as humans have to handle routine transactions.

A customer self-service portal enables financial services organizations to:

  • Cross-sell other financial products, and those of partners, to existing customers.
  • Personalize delivery based on a customer's gender, age, risk tolerance, location, etc.
  • Drive customers to lower cost channel - the self-service Web site.
  • Allow customers to check balances, transfer money, pay bills, apply for insurance or loans, and check status.

Customer Examples:
Smile
Zurich Financial Services

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Corporate Web Site
The company Web site is often a financial services consumer's first experience with the company. Yet many Web sites that were handcrafted in HTML early in the Internet boom haven't been updated or improved. Maintaining legacy sites in a patchwork way is expensive for IT and does little to leverage the Web to improve the company's image or bottom line.

A new corporate Web site based on FatWire Content Server can:

  • Project the company's unique values.
  • Ensure consistency with the offline image and brand.
  • Allow business experts to provide the level and style of information that captures the interest of prospects, customers, partners, and public.

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