Customer-Centric Process Management™

Providing customers with a consistently superior experience is key to ensuring loyalty and competitively vying for an increasing share of their financial services needs. While this is a clear strategic goal, actually implementing changes to achieve customer-centricity across all channels and product silos in the organization can prove to be a daunting task.

TrackWise Customer-Centric Process Management (CCPM) provides Financial Services with the necessary tools to support cross-organizational customer-experience improvement initiatives to increase customer loyalty and wallet-share while realizing significant operational efficiencies and reducing financial risk.

TrackWise CCPM focuses on facilitating the implementation and continuous improvement of key Customer-Centric processes such as:

• Complaint and Inquiry Handling
• First Contact Resolution (FCR) Improvement
• New Customer Opportunity Management
• Account Opening

All processes and customer data can be automated and centrally integrated across departments and channels to streamline operations and reduce costs, and all activities are tracked and logged for analysis and audit-trailing. Real-time dashboards and ad-hoc drill-down reports provide visibility into key performance indicators as well as detailed case information for decision-making, identification and analysis of problematic data-trends and high-risk scenarios, and escalation for proactive resolution. Finally, training and certification of staff on procedures and regulations can be tracked and managed to ensure consistent and knowledgeable service and reduce operational risk.

Designed by financial services professionals, TrackWise’s ready-to-use CCPM applications incorporate industry best practices that can be quickly deployed and easily configured by your own business staff to match your unique processes, thus ensuring rapid deployment in the present and rapid process-improvement in the future.