Customer Management – Gaining value from your assets

The buying process is different for everyone. Some rely upon a personal advisor, others would rather go online and read what friends have to say via social media. The most important factor in all of this is that you are visible to your customers during every step of the process. This is especially true when you sell complex products, such as a mortgage or a pension. Your advice will be a key driver in your customer’s decision process.

How do your customers buy financial products? What information do they need? And how do you support this? Understanding the buying process of your customers and fulfilling their needs is key. To increase your turnover, you will need to make crucial strategic decisions, ensure real-time availability (online or through mobile applications) and build a strong network in related sectors. Finally, your customers should at all times be able to rely on a friendly, efficient team of call centre staff and professional personal advisors.

Most importantly, you need to think in terms of new opportunities. You can collect valuable information about your customers by studying their behaviour online or on social media, through GPS applications, examining previous purchases or simply contacting them directly. Speech technology can make telephone calls or services through smartphone or iPad applications much more customer-friendly. Is your potential customer located in Manchester? Imagine being able to show them, at the touch of a screen, the nearest advisor’s location and availability. There are many ways in which you can influence your customers’ online experience with special apps, exceeding their expectations. That’s what we want to help you do!

Logica’s intelligent ICT solutions help you to rapidly collect customer data from all of your communication channels, and then filter these into one transparent overview. Whichever way your customers get in touch with your organisation, your employees will always have access to the most up-to-date customer data, making you stand out from the crowd.

To read more on our Customer Management solution, speak to an expert at financial.services@logica.com