Actuate for Customer Insight
 
The front lines of customer service require a single view of customers - wherever companies interact with their customers and across all lines of business - so they can provide the type of customer-intimate service that enables cross-selling and builds stronger relationships.

Actuate Customer Intelligence will help your business:

• Access and Collaborate: Automates personalized customer interactions and campaigns to improve cross-selling, up-selling, and keep-selling activities

• Application and Information Integration: Integrates customer data, functions, and bank processes to provide a single view of the customer for improved cross-selling, up-selling and keep-selling; Differentiates customer service in response to customer value. High earnings = High service level; Delivers rapid access to a customer's total relationship with the bank (applications, loans, credit history, monthly statements, etc.)

• Security: Creates a secure environment for banking employees to access information and participate in customer service and sales processes

Functional description

Anti-crime legislation makes it critical for banks to be able to "trace data to its source" (IDC). With EII providing direct access to stored and transactional data, drilling down to the source of information is a core Actuate strength. Many of their customers find that investments in core Customer Intelligence reporting applications to integrate customer data from various sources can be extended to support other reporting applications in the areas of Customer Self-Service (integrated account and transaction history), Marketing and Sales, (identification of most profitable segments) and Compliance/Risk Management (KYC).

Business problem

With business units focusing on their products and information systems, customer information is trapped in specific business unit silos, resulting in missed sales opportunities and lower customer satisfaction. With the Internet emerging as another channel, banks are finding it even more challenging to integrate all customer touch points and provide the seamless, high quality services their customers increasingly expect.

Business opportunity

Account Management Reporting

• Distributes information about accounts, customer interactions and investment patterns, product and service information, product and service matching, etc. to enhance the account managers ability to sell, cross-sell and up-sell, making the account manager more productive.

Financial Advisor Intelligence

• Distributes information about accounts, customer purchase patterns, risk tolerance, past and current holdings, etc. to enhance the advisors ability to help the individual or corporate investor make appropriate financial management choices.

PATRIOT, Suspicious Activity Reporting (SAR) and Anti-Money Laundering Compliance

• To properly track and profile customers, banks must aggregate all key information about clients – across retail, investment banking, asset management, etc. - to be aware of customer assets and behavior. While many banks have been able to accomplish this within divisions, the challenge of unified customer reporting across the institution is formidable. A component of PATRIOT compliance, this reporting is the real-time identification and alerting of out-of-band customer behavior based on pre-established profiles. Banks are challenged today in that these systems tend to not be real-time, and report activity after the fact. In addition, they have a hard time monitoring the enormous transaction volumes of large financial institutions. These are both areas (real-time data access and scale) in which Actuate excels.

Learn more about Actuate Corporation.
http://www.actuate.com