To achieve economic success in today's crowded and commoditized financial services marketplace, firms are re-emphasizing the importance of customer-focused business strategies and returning to the basics of marketing, sales, and service across all channels.

THE IMPORTANCE OF 'ONE VIEW'

Problem:
Whether at a branch office, on the phone, or on the Web, financial services customers expect their banks, investment companies, and insurance providers to have a single, consistent view of their entire account. When call center reps can't access a recent Web transaction record the customer relationship suffers.

ATG Solution:
The ATG solution suite is designed to foster integration across channels and enterprise systems, enabling more efficient operations and streamlining your ability to provide the kind of informed service and consistent sales experience your customers deserve and demand – no matter how they reach you.

BUILD LASTING RELATIONSHIPS

Problem:
In an industry that some see as growing ever more commoditized, how do your customers differentiate between you and your competitors? Financial services firms that want to convert customer churn into customer loyalty need to deliver an exceptional customer service experience.

ATG Solution:
ATG's financial services solutions are specifically designed to deliver a more satisfying experience across the entire customer service lifecycle. Only ATG can provide highly relevant and intelligent answers to customers' questions because only ATG software is built to understand their personal profile, preferences, and account history. Answers to questions are not generic, but are instead informed by the customer's latest interactions with your company. As a result, ATG can help your Web site address questions with more depth, and can even guide customers to help themselves or purchase additional products – translating service interactions into cost savings or revenue opportunities.

KNOW THY CUSTOMERS

Problem:
In an industry that some see as growing ever more commoditized, how do your customers differentiate between you and your competitors? Financial services firms that want to convert customer churn into customer loyalty need to deliver an exceptional customer service experience.

ATG Solution:
The ATG solution is expressly designed to foster integration across channels and systems, enabling more efficient operations and streamlining your ability to provide the kind of outstanding, consistent service your customers deserve and demand, no matter how they reach out to you.

Help Customers Help Themselves

Problem:
Web adoption by financial services consumers is growing at rates of up to 100 percent year-over-year. These Web savvy consumers want fast, accurate issue resolution --and they prefer to do it on their own. This "brick-to-click" phenomenon has tasked financial institutions with abandoning traditionally conservative approaches to customer service and instead empowering consumers to resolve their own issues through dynamic, comprehensive Web self-service.

ATG Solution:
ATG's Web-based customer self-service solutions make it possible to consolidate information from disparate resources - ranging from online financial planning to the publishing of competitors' rates -- through a single user interface. ATG solutions make it financially feasible for organizations to cater to the small business and individual user-which means big returns when implemented correctly.

NEXT STEPS
For more information, please contact ATG sales.