Driving digital processes in a digital age
How can your bank ensure it has agile, flexible and scalable operations, to compete successfully in the digital age?
Retail banks have invested heavily in creating more tailored and more appealing products and services focused on their front-line customers, but the importance of operations in the end-to-end value chain has been mostly overlooked. For digital retail banks to achieve Operational Excellence it is essential for them to focus on what really matters for their customers, embracing multi-channel, analytics based, interactive platforms developed in the digital revolution is the only way to achieve this.
Operations are traditionally seen as cost centres with low-skilled personnel that deal with high volume, non-value adding processes. However, it is these processes that, if not done accurately and efficiently, can generate the errors and failings in customer service that will result in customer attrition.
Over 60% of European customers who have recently left their main bank cite service quality as the main cause. Operational service failures are often the root cause resulting in customers turning away from their main bank. It is essential that all touch-points can offer responsive, agile and tailored interactions to efficiently respond to a customer’s requirements.
Excellence in operations links banking operations to customer service. It is based on 10 critical customer interactions ranging from account opening, switching and closing to dealing with complaints, changes to address, lost and stolen cards.
Banks are now targeting operational excellence to redefine their business model to one with a strong focus on client satisfaction, performance, and cost drivers. As a result, operational efficiency programs have become key components of current adaptation plans currently carried out by banks. Digital processes and analytics help your bank to ensure they are focusing their improvement efforts in the right places.
Solutions for success
Atos’ digital transformation of your bank’s operational excellence enables benefits around:
▶ Faster products to market
▶ Best in class efficiency & cost base
▶ Leading industrial scale and Innovation
▶ Flexible OPEX models
How? Atos supports banks in revolutionizing their digital operational excellence through:
▶ Back-office transformation Transforming core applications to deliver business agility by implementing best-of-breed apps and transforming legacy.
Enabling seamless teamwork anywhere, across all devices through unified communications – increasing business agility and competitiveness.
▶ Financial Market solutions Interbank market solutions & platforms to support real time, secure, efficient processing of payments and securities
▶ Financial Processing (ePayments) End-to-end payment processing and software licensing compliant with the most demanding international requirements.
▶ IT Transformation
Ensuring an optimal and resilient infrastructure foundation for a more agile, powerful, reliable and compliant organization
Atos 'Now Banking' - acting as your digital transformation partner - connecting intelligent digital business processes and customer interaction, securely, to enable new revenue and business models faster.
SVP Financial Services & Telecom, Media and Technology Markets NAM
Agility in the financial services sector
Intelligent Managed Services
Book an Operational Excellence exploration workshop with our Banking specialists today >> here