Colin Day Director of Product Strategy SunGard eProcess Intelligence, Inc.
Colin Day Director of Product Strategy SunGard eProcess Intelligence, Inc.

Improving Customer Retention in the new online FX environment

Colin Day shows how essential it is in today’s marketplace to enhance customer service whilst keeping costs low and processing efficient. Combining back-office investigations functionality with online transaction data is one way banks can improve ser

First Published: e-Forex Magazine 10 / Features / April, 2003

Customer service is quickly becoming a focused movement in the financial services industry. A transaction service provider’s extension of its STP exception management platform to branch staff and customers is a solution that will improve STP rates across the industry. The paradigm of on-line customer service is the ability of service providers to expose operational research data to customers and branch staff, empowering them to be self-sufficient and to perform similar functions to the back-office investigations staff. As a result, service levels improve and customers are more satisfied, while banks are able to reduce costs and risk internally.Organizations have come a long way in the drive towards STP. However, one of the areas within the STP process that still must greatly improve across the industry is the automation of exception management. Yet while banks continue to focus on processing efficiency and STP, a key factor to remember is customer retention. Within the overall industry move toward...continued

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