In your conversations with clients, how have financial institutions been able to improve their customer service usingServiceNow’s Financial Services Operations (FSO) solution?
This is one of my favourite questions. Improving customer service can be a rabbit hole of activities and initiatives, and at a financial institution that usually means there are multiple data sources used to make decisions. So, the answer becomes simple; Financial service institutions are able to improve their customer service because they have real-time data at their fingertips, that consolidates multiple data sources and allows leadership to focus on changing behaviors instead of chasing lagging data.
How can NewRocket help financial institutions transition from custom-built applications to an industry-specific solution?
Here is my approach on this topic – custom built solutions when reviewed correctly give you a great starting point – a starting point of what you need and a starting point of what you need to solve differently. Taking a custom build application whether it is built on ServiceNow or on another platform is a mapping exercise and if done correctly will only amplify your success in your next implementation. Here is my caution though – this never means like for like. NewRocket will challenge you, so you get like for better.
Can the Financial Services Operations solution help financial institutions meet compliance and regulatory requirements?
Absolutely! Compliance and Regulation seem like scary topics, but the truth of the matter is maintaining simple rules and documentation is where it all starts. Sharing it and collecting it in each transaction simplifies that end goal of adherence. By building the parameters into each request, having the ability to understand company policy, client need, and the connection to your organizations product offerings, the reporting becomes the easy part. That’s what Compliance teams and Regulators are looking for, proof that your organization understands and is able to continually enhance adherence.
What are some of the cost-saving benefits that financial institutions have realized by using ServiceNow's FSO solution?
The cost savings benefits with ServiceNow’s Financial Services Operations solution are all about the people. In financial services, those team members that work in the back office are the backbone of the organization. It is their speed, ability, understanding and willingness that ultimately is the Customer service provided to the end client. So Financial Services Operations allow them to provide their best work by having well organized requests, that can be arranged in a manner that expedites processing.It also allows leaders sightline to areas of coaching for these team members. Finally, with the ability to manage skills and work assignment, team members job satisfaction is elevated through cross training and team collaboration. Now these are all critical components to running a people-centric business, but the real results and where the cost saving is found is requests are completed measurably quicker, more accurately and with team members that can be deployed across multiple business teams.
.png)
.png)
.png)
.png)
.png)
.png)
.png)
.png)
.png)
.png)
.png)
.png)
.png)
.png)
.png)
.png)
.svg)
