Financial institutions (FI’s) typically generate lots of documents they send to their customers. FI’s send statements, bills, privacy policy notices, account feature updates, marketing materials, tax forms, and more. To customers, these communications seem to come from the same place. They all feature the FI’s logo and corporate colors and they reference the customers’ accounts or holdings.
When they call, customers naturally expect their FI to be able to view any of these documents and answer questions regarding the information they contain. There’s only one problem. A collection of unconnected internal or external systems generate the documents delivered to customers’ homes. Customer service representatives don’t have a complete picture of all the paper and electronic communications sent to a customer on their company’s behalf.
Downgraded Customer Experience
The lack of centralized document repositories that hold all an organization’s paper and electronic documents results in a poor customer experience. Without all the information, customer service representatives can’t answer customer questions immediately. They put calls on hold while they hunt down the information, or they call the customer back. These responses are not acceptable to busy customers who just want an answer about a document from the organization that sent it!
A similar issue exists on the customer’s side. They may be able to access some documents via an online portal, but not all of them. Again, the disparity of document-producing systems makes it nearly impossible for FI’s to collect all the materials in a single place. Customers may have to log into multiple systems or bounce around to different areas of the portal to find the documents they need. In some cases, desired documents may not be available to customers at all.
This issue is becoming critical as more customers migrate to mobile or electronic banking. Paperless customers rely on online document archives when they need to research information about their accounts. Information must be available when customers need it.
Complete Communications Access
Fortunately, Lanvera has a solution. Customers of FI’s serviced by Lanvera can access all their documents, even those not created by Lanvera, in a single online repository. Our clients deliver superior customer experiences and they save time and money by handling customer calls more efficiently.
This is a revolutionary leap in customer communications management. Most document service providers don’t offer this functionality. They focus only on document operations. At Lanvera we view ourselves as a technology company first. Yes, we handle customer communications tasks for our clients, but we’re mostly focused on solving problems for them. Lack of a centralized document repository was one of those problems we wanted to tackle.
To learn more about how we can build document archives, including access to documents we don’t even produce, contact us. We’ll be happy to show you. Omni-channel document access will change the way you think about customer communications.
