Module Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform Delight your customers by providing them with highly effective and consistent call center experiences. Your customers want their banking experience to be easy, and their interactions with your staff to be productive. With the right technology solution, backed by a customer-centric focus, you arrive at a perfect opportunity to create a memorable interaction with your customer. This gives you the potential to build long-term loyalty while increasing stickiness, decreasing customer churn, and increasing cross-sell possibilities. What could your call center staff achieve if you provided them with a single view of a customer s relationship with your financial institution, regardless of original touch point? What if activity your customer originated online could easily be retrieved in the call center and the transaction completed by your staff? Would your staff benefit from intuitive prompts that allow them to present relevant offers to customers at the appropriate time while guiding them through a crossorganization business process to complete all required tasks? Each of the following functional capabilities within Aperio Call Center work together to give your organization increased efficiency by simplifying complex processing, lowering costs and increasing your flexibility to meet market demands. Functional Capabilities Customer Acquisition Engagement History Integrated ID Verification Customer Servicing Account Acquisition Checking and Savings Integrated Risk Scoring Account Servicing Intelligent Prompts Task Based Workflow Document Production Lead Management Computer Telephony Integration With Aperio Call Center for Signature from Fiserv, you can provide your staff with the tools to achieve customer centricity while at the same time balancing risk and increasing operational performance.
Aperio for Signature from Fiserv is a next generation Customer Interaction Management and Business Process Management solution, and the culmination of more than 10 years experience in servicing and interaction management and 20+ years in financial services for Fiserv. Customer Acquisition What if you could capture and save information about a potential customer for future use? With Aperio, recording pertinent and actionable customer information is simple. Aperio pulls data from host systems into a central repository of customer data in real time. This allows you to capture and view information in one place at any given time without creating a new account. Access to this information allows your staff to personalize your offers to potential customers, increase efficiency with all information in one location, and reduce risk through ID verification. Engagement History The Engagement History in Aperio increases your understanding of each customer s full relationship with your organization. What if you could quickly access all data, notes and actions taken for a particular customer, across the organization, from a single location? With Aperio, you can efficiently access all relevant information at once. With this capability your staff will be able to handle customer complaints, inquiries and significant events with confidence and guide the conversation to a satisfactory conclusion. The Engagement History contains two critical pieces of customer history Engagements and Significant Events. Engagements lists all previous engagements with the customer including details such as type of call, date/time, caller and duration. Significant Events lists your organization s defined significant interactions - for example, complaints that are given expiration dates pre-defined by your policies. Each of these elements in the Engagement History allows your staff to view notes, instructions or prompts from previous interactions. By putting access to this detailed information in your staff s hands, you lead them to build better customer relationships. Having tools that promote customer satisfaction is key to any organization s customer growth strategy. Integrated ID Verification With Aperio, ID Verification is pre-integrated into the account opening business process so you can manage and reduce risk. Using tools that support entry to mandatory fields during account open, you can be confident that all required verifications have taken place. The intuitive process allows bank staff to easily verify the customer s identity and address and ensure that all required steps take place for validation. This integration allows for straightforward compliance with Patriot Act regulations, including OFAC and Watch List Checking, to mitigate risk associated with non-compliance. Customer Servicing By assimilating multiple customer service functions into a single business process through Aperio, you are able to increase speed and efficiency of customer service representatives while delighting customers with quicker, improved service. Using Aperio, customer service representatives can select the required operation such as an address change or opening a new account and be guided step-by-step through the defined process. Single processes ensure a consistent flow. This minimizes risk by requiring necessary compliance steps to be followed, which in turn reduces the chances for data errors and manually submitting re-work. At the end of the business process, the necessary transactions are sent to the host for processing. Account Acquisition Checking and Savings Account acquisition provides one of the most visible and repeatable opportunities to generate customer satisfaction,
demonstrate efficiency, and learn about your customer s needs. Using Aperio for account acquisitions brings value by reducing costs, managing risk and increasing staff and customer satisfaction. What if you could provide an intuitive, rule-based work flow for account opening? From their desktop, bank staff can easily open accounts in less time with fewer errors with Aperio. Automatic, intelligent prompts ensure each step in the process is completed and mandatory fields are not left blank so staff members comply with bank policy and regulatory requirements. Customer data is pre-filled where applicable to eliminate data entry mistakes, and defined processes ensure appropriate and accurate documents are created. You can open multiple accounts for a customer in one session, as well as create requests for ATM or debit cards, with automatic intuitive business process technology. The intuitive nature of the system also drastically reduces training time for employees, in some cases from two weeks to two days. Integrated Risk Scoring With Aperio, risk scoring can be added as as a required step in a business process. This ensures risk scoring for prospective customers is completed accurately and quickly with an automatic call to the service bureau. With an integrated, automated risk scoring process, you can see if the customer s risk profile broken out by type of risk (credit, debit, etc) -- is in line with bank policies upfront before bringing the customer onboard. With this information, bank representatives are provided with consistent tools and messages to know the customer. The intuitive solution allows you to manage risk more effectively and reduce process errors, while increasing your understanding of your customers. Account Servicing What if you could have a single view of you customer from across all channels in one location? Through pre-built and configurable workflows for front office account servicing in Aperio, all channels are integrated to create a single view of the customer regardless of touchpoint. At the same time, you can eliminate transportation of paper a true cost savings - throughout the organization, thereby reducing risk of exposure of customer information and data error. By providing speedy, accurate customer service, you promote customer centricity thereby improving overall customer satisfaction. Cross channel servicing ensures a consistent message across the organization. Intelligent Prompts What if you could always present relevant, personal offers to your customers at the right time and via the right channel? Intelligent prompts within Aperio is a dynamic application which provides realtime intelligence to bank representatives. With intelligent prompts, you can associate your analytics engine-generated campaign list with targeted on-screen prompts. These are delivered during customer interactions so your staff can conduct intelligent conversations and deliver relevant offers. By personalizing each interaction, staff can create a positive experience and create greater customer satisfaction. At the same time, you can increase product sales and reduce marketing costs by targeting your offers more precisely. You can respond to market activity more quickly too, as administrators can create push campaigns and prompts at any time for delivery to front-line staff or unmanned channels. Proven in production around the globe, Aperio enables clients to manage and excel at customer interaction, deploy consistent processes throughout the organization and integrate applications and data throughout the enterprise. Combined with Customer Analytics, Campaign Management and Imaging, Aperio strengthens your sales and service culture and helps you create loyal customers.
Task Based Workflow What if you could move requests around your organization without pushing paper? A complement to broader Business Process Management capabilities, task based workflow is a component within Aperio that does just that. Aperio for Signature Workflow Manager is a browser-based application, with a Web look-and-feel user interface, implemented within a browserbased Windows environment. Providing a quicker and more efficient way to conduct business and move work between departments, this simple administration tool allows your system administrators to set priorities, assignments, escalations and other tasks based on changing business needs. Workflow tasks are available to staff throughout your organization giving visibility to work being carried out across the enterprise. The required task is sent to the appropriate person who can act on it efficiently and effectively.you can deliver improved customer service by capitalizing on the experience and aptitude found amongst your staff. By leveraging the power of the Aperio process engine, task based workflow empowers your staff with tools so they can become more efficient and manage risk throughout your organization. Document Production What if you could easily manage document production and formatting for required business processes within one application? Aperio provides a myriad of document production capabilities with customization options to increase accuracy and efficiency, reduce printing and postage costs and build brand recognition. Integrated with the Signature bank platform as well as other Fiserv solutions, Aperio leverages documents throughout your organization via an electronic channel. Your staff and customers stay in compliance with conditional processing and rules to determine the requirements of generated documents. A browser-based application enables the creation of documents to print at any point in a process. Pre-printed forms can be eliminated supporting green initiatives. In addition, you can leverage existing legal documents in your organization and apply them as needed. Based on pre-defined conditions, Aperio enables automatic generation of targeted notices with the ability to employ print, fax, email and SMS distribution. An additional benefit of Aperio for document production is reduced training time and costs. Rules in Aperio ensure that only those documents relevant to a particular account or interaction are presented, so bank staff no longer have to remember which documents apply to which accounts. Additionally, staff can create and customize forms and documents via a drag and drop interface without the need for programmers. Lead Management What if you could intelligently pass leads to the appropriate person in your organization for action? Aperio business rules around data capture enable you to provide a better service for prospects and existing customers by ensuring the correct data is captured. With Aperio, lead capturing requires minimal training and eliminates manual steps to allow you to increase cross sell-opportunities. Captured leads are routed to the skill-appropriate staff person for action. Lead management tools are easily integrated with any Sales Force Automation platform thereby putting existing campaign tools and plans to maximum use.
As the global leader in financial services technology, Fiserv is driving innovation in Payments, Processing Services, Risk & Compliance, Customer & Channel Management, and Insights & Optimization, and leading the transformation of financial services technology to help our clients change the way financial services are delivered. Visit www.fiserv.com for a look at what s next, right now. Optional Functional Capability: Computer Telephony Integration Soft phone telephony controls directly at your employee s workstation will provide cross organization business process workflows. Integrated with leading switch technology, Computer Telephone Integration through Aperio allows you to deliver a consistent message to your customers. Voice and data information is automatically transferred as intelligent prompts guide your staff through the bank s cross-organization business process. The automation and integration of this information decreases the likelihood of user error while increasing employee satisfaction and differentiating your organization from the competition. Your customers will benefit as well, as you will be able to provide them with a consistent experience regardless of their touch point. About Operational CRM Platform Aperio gives you operational customer relationship management (CRM) to provide automated support for your customercentric business processes, which include inbound customer sales, marketing and service. Tasks resulting from these processes and the information necessary for carrying out these tasks are forwarded to employees responsible for them. With Operational CRM, each interaction with the customer is added to a customer s history and staff can retrieve information on customers from the database as necessary. Typical measures of effectiveness include cost, service/cycle time and staff and customer satisfaction. What is Business Process Management? Business Process Management is the solution to identify and optimize key components of your front-end business processes. With Aperio, predefined sets of business activities are grouped to create a single business process. The business process is a reusable unit of work that exists as a single unit or can trigger a subsequent process. Separate functions are grouped and predefined for end-users. Aperio guides the activities within the business process to completion. If you re able to streamline componentized processes and procedures with Business Process Management, then you can execute business functions more rapidly and with fewer errors. This leads to more efficiency and lower costs, as well as risk mitigation and reduced training time for employees. Rules-based processes, as defined in Aperio, ensure the correct steps are taken and that work and information get to the correct person for execution. The business processes can be reused across channels optimizing business functions and allowing for easy transition to new channels as they develop. Connect With Us For more information on Aperio for Signature, please contact us at 407-357-4760 or visit www.signature.fiserv.com Fiserv, Inc. 255 Fiserv Drive Brookfield, WI 53045 800-872-7882 262-879-5322 getsolutions@fiserv.com www.fiserv.com 2012 Fiserv, Inc., or its affiliates. Fiserv is a registered trademark. Other products referenced in this material may be trademarks or registered trademarks of their respective companies. Aperio Call Center 1/12