TrackWise for the Banking, Investment and Insurance Industries
Providing customers with a consistently superior experience is critical to ensure loyalty when 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.
Consumers continue to grow more mistrustful of the financial institutions that handle their money, and as a result most financial services firms have begun focusing on raising customer satisfaction levels. Financial services organizations have come to the realization that providing a positive customer experience is a strategic and competitive advantage.
Companies can no longer afford to treat customer service as a drain on corporate resources. A company’s brand can be tarnished easily with poor customer service, but organizations can protect their reputation by implementing and promoting a closed-loop complaint handling process management solution. Customer service must be viewed as a strategic and competitive asset not only for improving the company’s image, but also for increasing wallet share with existing customers.
Designed by financial services professionals, TrackWise’s out-of-the-box applications for the Banking, Investment and Insurance Industries 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.
Customer-Centric Process Management (CCPM™)
Sparta Systems’ TrackWise Customer-Centric Process Management (CCPM) provides financial service organizations with the necessary tools to support enterprise wide customer-experience improvement initiatives to increase customer loyalty and wallet-share, while realizing significant operational efficiencies. This fully configurable, out-of-the-box process management solution delivers rapid implementation of Complaint Handling, Account Opening, Compliance Tracking, First Contact Resolution Improvement and Learning Management.
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TrackWise CCPM: Perfecting the Customer Experience
The increasingly complex world of financial services is a mix of stringent corporate and governance regulations, customer churn and dissatisfaction, the need to improve the speed and consistency of all customer facing interactions and a rising demand to improve process inefficiencies.
Sparta Systems’ TrackWise CCPM provides a comprehensive solution to define, implement and manage a robust complaint and inquiry handling process. TrackWise CCPM provides automation and full visibility into complaint handling, allowing for consistency, measurement, improvement and tracking.
TrackWise CCPM helps you comply with FINRA / FDIC / NAIC / FSA(TCF) / FCAC guidelines and regulations, enables you to effectively and efficiently investigate and settle all complaint issues, provides appropriate management controls and audit information and facilitates best-practice improvements through root-cause analysis.
Operational Risk & Change Management
Enterprise operational risk management focuses primarily on: developing consistency of objectives and goals throughout an organization; identifying key success factors and risks; assessing the risks and making informed responses; implementing appropriate risk responses; establishing needed controls to mitigate risk; and timely reporting of performance and expectations. In order to achieve these objectives, operational risk management solutions provide a framework for measuring the performance of the enterprise and ensure efficient tracking of the business processes.
Today's corporate governance best practices demand that risk be managed systematically, and integrate with other related processes. This approach emphasizes a centralized, transparent way to minimize financial losses and organizational inefficiencies by proactively monitoring, evaluating, and mitigating operational risk. TrackWise manages the performance of business processes and also ensures that potential threats to the process performance and their related risk events and situations are identified, analyzed and measured to mitigate their effects.
