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Omnichannel Banking
The secret to win customers
@
Introduction
The modern customers want expert banking services and support at
their own convenience – on a smartphone, online, in a bank branch,
through telephone assistance or at a kiosk.
Today, banks must address these demands by offering omnichannel banking
experience in order to stay competitive.
Omnichannel banking is about building a relationship where financial institutions serve
their customers with real-time, seamless and dependable experience throughout all channels.
To drive this goal, a secure and integrated omnichannel banking
platform is required.
02 info@sesameindia.com | www.sesameindia.com
While customers still visit branches, kiosks and ATMs etc., the growth of
newer channels like mobile, internet and social media has become evident.
It is important for banks to:
Deliver a user-friendly, easy, engaging and consistent experience to customers across
the channels
Allocate substantial time in optimizing recourses
Shift their focus from “transactions” to “interactions”
Build the customers’ trust by providing a secure environment.
Omnichannel banking makes these objectives attainable.
The alarm to bank anytime, anywhere!
$
03 info@sesameindia.com | www.sesameindia.com
04 info@sesameindia.com | www.sesameindia.com
User Preferences - Statistics
Most of the users prefer to bank on multiple channels
ATM only
65%
15%
10%
5%
5%
Call only
Web only
Branch only
Multi-channel consumers
Source: ClicFox, May 2014, The Financial Brand
05 info@sesameindia.com | www.sesameindia.com
What is multi-channel banking?
Multi-channel banking is a methodology where multiple choices are
opened up for a customer to encourage him/her choose the most appro-
priate one based on the needs.
It is a way how banks allow customers to complete transactions in each of
the available channels.
06 info@sesameindia.com | www.sesameindia.com
Multi-channel banking and Omnichannel banking
This means, the customer experience is consistent and they can be transferred from one channel to the other, seamlessly and
instantaneously in real-time.
Multi-channel banking
Multi-channel banking is the foundation
of omnichannel banking.
Omnichannel banking
Omnichannel strategy works on a belief that
a customer may begin a process on one
channel, but may head to other as they
complete it.
07 info@sesameindia.com | www.sesameindia.com
Focus of omnichannel banking
Mobile Social VideoDigitization
of Branch
Omnichannel banking delivers various business benefits, including:
Increased revenues
Seamless customer experience
Faster time-to-market
Expansion from one channel to more
Better customer acquisition/retention
08 info@sesameindia.com | www.sesameindia.com
Benefits to Banks
$
$
$
$
$
Sesame is a leader in delivering banking solutions to esteemed banks
and financial institutions across Kerala and India.
We deliver new-age technological solutions to improve efficiency, mitigate risks
and enhance productivity.
We are the innovators in banking industry who are known for delivering high-quality
solutions.
To learn more, visit www.sesameindia.com.
09 info@sesameindia.com | www.sesameindia.com
The Sesame Advantage
www.sesameindia.com | info@sesameindia.com
/Sesamesoftwaresolutions
/company/sesame-software-solutions-pvt-ltd-india
/sesameindia
Thank You

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Omnichannel Banking - Top secrets to win customers

  • 1. info@sesameindia.com | www.sesameindia.com Omnichannel Banking The secret to win customers @
  • 2. Introduction The modern customers want expert banking services and support at their own convenience – on a smartphone, online, in a bank branch, through telephone assistance or at a kiosk. Today, banks must address these demands by offering omnichannel banking experience in order to stay competitive. Omnichannel banking is about building a relationship where financial institutions serve their customers with real-time, seamless and dependable experience throughout all channels. To drive this goal, a secure and integrated omnichannel banking platform is required. 02 info@sesameindia.com | www.sesameindia.com
  • 3. While customers still visit branches, kiosks and ATMs etc., the growth of newer channels like mobile, internet and social media has become evident. It is important for banks to: Deliver a user-friendly, easy, engaging and consistent experience to customers across the channels Allocate substantial time in optimizing recourses Shift their focus from “transactions” to “interactions” Build the customers’ trust by providing a secure environment. Omnichannel banking makes these objectives attainable. The alarm to bank anytime, anywhere! $ 03 info@sesameindia.com | www.sesameindia.com
  • 4. 04 info@sesameindia.com | www.sesameindia.com User Preferences - Statistics Most of the users prefer to bank on multiple channels ATM only 65% 15% 10% 5% 5% Call only Web only Branch only Multi-channel consumers Source: ClicFox, May 2014, The Financial Brand
  • 5. 05 info@sesameindia.com | www.sesameindia.com What is multi-channel banking? Multi-channel banking is a methodology where multiple choices are opened up for a customer to encourage him/her choose the most appro- priate one based on the needs. It is a way how banks allow customers to complete transactions in each of the available channels.
  • 6. 06 info@sesameindia.com | www.sesameindia.com Multi-channel banking and Omnichannel banking This means, the customer experience is consistent and they can be transferred from one channel to the other, seamlessly and instantaneously in real-time. Multi-channel banking Multi-channel banking is the foundation of omnichannel banking. Omnichannel banking Omnichannel strategy works on a belief that a customer may begin a process on one channel, but may head to other as they complete it.
  • 7. 07 info@sesameindia.com | www.sesameindia.com Focus of omnichannel banking Mobile Social VideoDigitization of Branch
  • 8. Omnichannel banking delivers various business benefits, including: Increased revenues Seamless customer experience Faster time-to-market Expansion from one channel to more Better customer acquisition/retention 08 info@sesameindia.com | www.sesameindia.com Benefits to Banks $ $ $ $ $
  • 9. Sesame is a leader in delivering banking solutions to esteemed banks and financial institutions across Kerala and India. We deliver new-age technological solutions to improve efficiency, mitigate risks and enhance productivity. We are the innovators in banking industry who are known for delivering high-quality solutions. To learn more, visit www.sesameindia.com. 09 info@sesameindia.com | www.sesameindia.com The Sesame Advantage