Banks and Insurance

The current situation

With the opening up of the European banking and insurance market every company needs to be able to stay as close as possible to its clients in order to be sure to create a partnership which is strong, long-lasting, individual and mutually beneficial. The ability to be able to provide rapid, effective and accurate service has become a real necessity for finance and insurance companies in today’s market.

The requirements

To simply and directly create and integrate information about customers - including activities and the knowledge base - for helpdesk services.

The main requirement of the sector is to provide a fully updated, centralized and coordinated system to clients. All information must be archived and coordinated to create an effective connection between business activities. It is vital that there be a central database system providing a global view of client portfolios and of the activities carried out by all the companies in the group.

Today many companies, branches or banking and insurance groups are deciding to integrate Contact Center services into their organization in order to provide client support and manage accounts, requests for information and consulting activities. The aim is to continuously monitor activities carried out and to guarantee a constantly personalized service.
Client requests and monitoring are the core activity of the Contact Center.
Being able to breakdown the work by area (credit products, online products, insurance products etc.) and client type (final, retail or corporate) means a greater level of staff specialization and consequently greater efficiency in providing the necessary information.

Service optimization is obtained via the centralization of order management and information and by supporting field agents with databases from a unique source. Cost reductions, reduced order processing times and effective information delivery are the results. In addition, today the Contact Centers of large banking and insurance groups must be able to communicate using their clients preferred channel: a high level of service means offering the user the ability to interact with the company for support requests using the system and means of their choice.

The solution offered by PAT

By analyzing the needs of the sector, at PAT we have developed genuine, perfectly tailored solutions using our CRM solutions and projects.

Our CRM solutions offer everything necessary to be able to respond effectively to these needs: integrated with existing software, they carry out the important function of a connector to a single database.

By coordinating all the activities provided by your company to your clients, you will be able to view constantly updated information and have an overview of all products purchased. Our CRM system supervises all company activities: data and information flows coming from software within individual group companies are accessible by all members of your team.

Our InfiniteCRM Customer Care module includes the all the necessary functionality to provide the best possible client interaction via the most communication methods (phone, fax, text message or email), offering enhanced service and response times for inbound requests.