Combined Customer Service and Technology For Fintech Companies
There are solutions for banks and financial service companies to add marketing features and more services without disrupting updated IT and Compliance requirements in place.
Many of the demands placed on banks and financial service companies include elements of IT, compliance, and marketing at the same time. Sometimes those demands come without company requirements for interaction, which can impact the degree of customer service.
Obviously, cyber security is extremely important in this day and age. Significant steps are in place to combat hackers and those with criminal intent as much as possible. Actions taken are often separate from compliance policies and updates. There are situations in which an entity positions its marketing department below IT and compliance.
However, making and keeping websites safe and compliant for clients/customers may not always make using the site easier or better for them. There are situations where a customer simply wants to check his or her balance or make sure a transaction has been posted as scheduled. They get upset when they need to take what they consider to be “extra” steps, especially when those steps were not required months earlier.
An unintended result is often that consumers become less willing to visit your website. What banks and financial services entities consider to be a customer service portal can also be an excellent marketing opportunity. The “easier” a client/customer experience is, the more willing they may be to look at an offer or additional feature also appearing on the page(s) they are visiting.
However, a Compliance Offer is not going to consider sales and marketing options when reviewing elements of the website. The IT Department is concerned with preventing hackers and down time instead of keeping visitors engaged. Meanwhile, the marketing person or department is responsible for driving more business, but often has to get clearance from Compliance and/or IT in order to implement. Without a mutual understanding of what needs to be done combined with what ‘can’ be done, customer service and new business can be lost in the process.
These are the primary reasons for DoneHQ to include seamless integration between the respective teams within our efforts. Having a developer team which could create a calculator or table of options while working closely with IT and Compliance could save valuable time and money. At the same time, our Marketing Team can create or integrate with respect to everyone’s responsibilities. At the same time, we make it easier for your clients/customers to interact!
