Overview of Financial Services
Oracle CX for Financial Services enables financial institutions to modernize their branches and take the customer experience digital.
With a single 360 degree view of customer information and interactions, banks can build a personalized relationship with each customer and offer financial products and services that best suit a customer's unique needs. Banks can automate the process of identifying, nurturing, and creating referrals to cross-sell products across any channel, including social, mobile, and web.
With Needs Analysis banks can also provide guided selling and self-service personalized product recommendations, in addition to streamlining the customer onboarding and account origination processes.
Business Scenario
The business processes in the financial services scenario can be summarized as follows:
-
Oracle CX Marketing offers social campaigns and analyzes customer activities to generate leads. These leads are assigned to bankers.
-
These leads enable bankers to engage with potential buyers or prospects and based on the insight that Oracle CX Sales provides, which includes financial profile and financial accounts, convert a lead to opportunity.
-
Needs Analysis in Oracle CX Sales enables bankers to find the best suited financial product for customer based on customer needs and bank policies. Needs Analysis updates an opportunity and supports account origination process.
-
Customer 360 provides a complete view of customer financial information, including financial profile, financial accounts summary and detail, and financial accounts analytics. Financial accounts analytics include financial accounts snapshot and monthly average balance reports.
-
Service request and knowledge management to enrich customer experience.
You can stay up-to-date on the status through dashboard and analytics that provide a snapshot of key performance indicators during the financial services cycle.
You can use the functionality of Oracle CX Marketing and Oracle CX Sales to work with the standard functionality and concepts such as Appointment, Account, Contact, Household, Lead, Opportunity, and Service Request to understand and engage with your customer, and to do what you want to do: sell more and retain customers.