Source: System Access Limited
SESDAQ-listed System Access Limited (System Access), one of the top providers of universal banking software solutions for financial services institutions worldwide, is pleased to announce that its customer, SEB Unibanka, has successfully gone live with SYMBOLS MCS.
SEB Unibanka, currently the second largest and best performing bank in Latvia as ranked by the Latvian Association of Commercial Banks, has been using SYMBOLS since 2001.
SYMBOLS MCS functionalities fully complement the straight-through processing capability inherent in the SYMBOLS Core Banking Solutions (CBS) already installed at SEB Unibanka. With MCS, SEB Unibanka has achieved a major milestone towards full transformation of its branches from a transaction-oriented to a sales-oriented customer touchpoint.
SEB Unibanka is on a mission to set the standards for excellent customer service in banking. In order to achieve this, SEB Unibanka's SVP Ainars Ozols believes in a customer relationship management strategy that effectively leverages on customer knowledge, which is made available to all customer facing employees and customer touchpoints regardless of channel, location, and product specialty.
"We look at SYMBOLS MCS as a key component in our overall branch strategy. With MCS, our tellers will have a 360-degree view of customers with access to virtually all information we have about a customer at whatever branch the customer chooses. This will ensure the best products and services are provided at the most expedient, professional, and personalized manner." Mr. Ainars Ozols explains.
Elaborating further, Martins Freibergs, SEB Unibanka's Head of Business and Technology Development, says "Effective CRM strategies will increase our relationships with our clients in order to increase their lifetime contribution to the bank. Due to face-to-face interactions, branches still provide the most opportunity for cross-selling and up-selling to our existing customers. With SYMBOLS MCS' seamless integration capability to our existing pension fund, insurance, and securities systems, it allows us to offer the right mix of products and services uniquely tailored to each customer's needs."
"With the successful implementation of SYMBOLS MCS at SEB Unibanka, the bank achieves true multi-channel integration where customer knowledge is shared and personalized products and services are provided consistently across branches and other channels. SEB Unibanka is also now poised to realize the benefits of achieving lower delivery and fulfillment costs, attain higher cross-sell ratios, and improved accessibility to their customers," remarks Catherine Hart, SVP & Head of Global Client Services, System Access.
Multi-Channel Customer Service (MCS) Platform
SYMBOLS MCS provides a customer service management system for organized method of identifying, measuring, managing, and monitoring customer needs, with the objectives of improving customer satisfaction, retention, and acquisition. It is a secure n-tier, J2EE solution that can run on top of any Internet browser. This provides effortless deployment and universal accessibility at any touchpoint, be it branches, the Internet, ATMs, or even at call centers.
SYMBOLS MCS' customer service management capabilities can be classified into 5 broad categories. Customer Profiling provides a complete 360-degree view of the customer from demographics, preferences, credit scores, products, and contacts history. Target Marketing allows the bank to create an effective product campaign by targeting specific products for each customer segment. Alerts & Notification produces events that are used to drive customer interaction activity. Contact Management allows detailed recording of customer interaction history with your bank across all channels and touch points. Finally, central to the interaction with the customer is a fully customizable Customer Service Dashboard. The dashboard provides the branch staff with a bird's-eye view of the customer including personal information, portfolio, product recommendations and campaigns, interactions, and customer Inbox.