Reading:
More and more digital: a new look at customer’s financial journey
None

More and more digital: a new look at customer’s financial journey

Dec. 6, 2019
 

Besides his expertise in technology, multichannel and customer experience, Danilo Pecorari, CEO Brazil at :hiperstream, is also a consumer. And looking through the customer lens, he proposes a reflection on today’s financial journey.

 

Your bank or credit card company sends a new card and promises no annual fee for the first two years. You feel interested and decide to accept it. Everything works just fine for a few months until you notice the annual fee charged on the invoice. Have you ever been in a similar situation? I have. The example isn’t only real, but also recent.

Nowadays, given the competition within the credit card industry, this scenario where a customer is offered annuity discounts after a long negotiation with customer service is very frequent - just like finding an incorrect debit charged in the months that follow.

And what about that consumer who gets a better offer from a competing cable TV company and proactively calls his current provider to renegotiate the package? After 2 months, the monthly fee returns to the previous value and a new contact with customer support proves necessary.

By knowing the other side of the story, it’s easy for me to say what happened: the customers mentioned in the examples above were possibly left out of the sample used for the validation of financial data. But as a customer, the friction is immediate - as well as the impact on customer care costs and recipiency risk. It would also happen the other way around: not charging would mean a huge loss for the company.

It’s noticeable that even businesses going through digital transformation are still facing challenges to address the customer’s financial journey. Thinking about it, here at: hiperstream we advocate that the solution is to look at data.

 

Don’t treat financial information like any other data

Back to the examples above, imagine I wasn’t the only one out of the sample and the error reached hundreds, thousands or - why not - millions of other clients. A huge impact on operations and brand reputation.

But now I’ll turn the table and talk about positive experiences. In 10 months, Banco Carrefour has validated 3.7 billion items on its invoices, preventing thousands of incorrect communications from being sent to customers. The bank is validating item by item, invoice by invoice, customer by customer. And the best part: :hiperstream’s solution provides custom rules and full automation, with no need for sampling or manual checking.

For us, data validation is the first step in managing transactional communications. After all, there is a huge difference between receiving a product, such as a sneaker or a bicycle, and an invoice, password, or insurance policy. It sounds obvious, but it becomes less visible because I'm not talking about logistics here.

When it comes to the financial journey, what is at stake is how transactional communication is perceived by customers: sensitive, critical and highly relevant.

 

Transactional communications can - and should - be personalized

With my professional background in sales results, bringing successful experiences from retail to other industries is something I strongly advocate for. Transactional communication is a valuable channel for businesses because it allows them to speak directly to the end customer.

Companies looking for :hiperstream already know the users they engage with. There is someone who feels more comfortable receiving letters, others who prefer an SMS alert. This is why we work side by side with our clients to make transactional communication a channel for delivering a personalized, multi-channel strategy, and not a source of friction.

The next step in the digital transformation isn’t just about being present across all channels: it's treating financial data with transparency and assertiveness in order to build lasting relationships with customers. This is the scenario I expect for the industry in the coming years - and it’s how :hiperstream works today, always looking at the future.

 

 

Photo by Avi Richards on Unsplash


 


Share this article:

No comments yet
9 comments
    1. acacucupijew
      Dec. 11, 2019, 10:10 a.m.

      [url=http://mewkid.net/where-is-xena/]Buy Amoxicillin Online[/url] <a href="http://mewkid.net/where-is-xena/">Amoxicillin</a> kkp.qaah.hiperstream.com.moq.pn http://mewkid.net/where-is-xena/

    1. osekusuudufux
      Dec. 11, 2019, 10:32 a.m.

      http://mewkid.net/where-is-xena/ - Amoxicillin 500 Mg <a href="http://mewkid.net/where-is-xena/">Amoxicillin Without Prescription</a> snq.qopj.hiperstream.com.hze.ck http://mewkid.net/where-is-xena/

    1. itzivofuxiku
      Dec. 12, 2019, 10:03 p.m.

      http://mewkid.net/where-is-xena/ - Amoxicillin 500mg Dosage <a href="http://mewkid.net/where-is-xena/">Buy Amoxicillin Online</a> bsv.beoq.hiperstream.com.bfj.yu http://mewkid.net/where-is-xena/

    1. iyejjima
      Dec. 12, 2019, 10:25 p.m.

      http://mewkid.net/where-is-xena/ - Amoxicillin Online <a href="http://mewkid.net/where-is-xena/">Amoxicillin 500 Mg</a> ftf.kbvf.hiperstream.com.kze.yj http://mewkid.net/where-is-xena/

    1. eunezisoda
      Dec. 18, 2019, 10:46 p.m.

      http://mewkid.net/where-is-xena/ - Buy Amoxicillin <a href="http://mewkid.net/where-is-xena/">Buy Amoxicillin Online</a> uhd.wtku.hiperstream.com.nmf.qg http://mewkid.net/where-is-xena/

    1. ajzojoraxa
      Dec. 18, 2019, 11:23 p.m.

      http://mewkid.net/where-is-xena/ - Buy Amoxil <a href="http://mewkid.net/where-is-xena/">Buy Amoxicillin Online</a> dqf.jphv.hiperstream.com.dwe.zi http://mewkid.net/where-is-xena/

    1. ejaliyikaat
      Dec. 18, 2019, 11:58 p.m.

      http://mewkid.net/where-is-xena/ - Amoxicillin 500mg Capsules <a href="http://mewkid.net/where-is-xena/">Amoxicillin</a> fee.mcvs.hiperstream.com.vrg.zw http://mewkid.net/where-is-xena/

    1. aqyuyabofuwo
      Dec. 19, 2019, 12:36 a.m.

      http://mewkid.net/where-is-xena/ - Buy Amoxicillin <a href="http://mewkid.net/where-is-xena/">Buy Amoxicillin</a> bil.iwlg.hiperstream.com.vev.go http://mewkid.net/where-is-xena/

    1. the witcher enhanced edition download kickass
      Jan. 22, 2020, 10:30 p.m.

      Hi there, simply was alert to your weblog thru Google, and located that it is really informative. I am going to watch out for brussels. I will be grateful if you happen to proceed this in future. A lot of folks will probably be benefited from your writing. Cheers!| а


Post a comment
cancel reply

Related Stories

None
Nov. 27, 2019

O impacto positivo da validação automática de dados no seu dia-a-dia

Leandro Lira, Gerente de Relacionamento da :hiperstream, nos traz neste artigo três formas de criar impacto positivo na experiência e no dia-a-dia de equipes que trabalham com validação de dados para envio de comunicações financeiras, a partir da utilização do DVA

None
Nov. 11, 2019

Why financial data validation is all about customer experience

In today’s rapidly changing world, building customer loyalty is extremely valuable for brands. And in this scenario fueled by digital transformation, many companies are investing in something essential to any type of business: customer experience.

None
Oct. 23, 2019

Digital banks and customer relations: what are the challenges to overcome?

Being digital is embedded in the culture of these brands, like something essential to offer a modern, personal treatment. But believe us, even the most disruptive organizations still have room for evolving.

None
Oct. 4, 2019

Claro and the multichannel invoice experience

The multichannel experience changed Claro’s relationship with its customers.

 

 

None
July 21, 2019

Optimizing data validation: Banco Carrefour’s success story

Can processes that are seemingly impossible because of their great demand be optimized? The answer is yes, as long as you have the right tool.

Can processes that are seemingly impossible because of their great demand be optimized? The answer is yes, as long as you have the right tool.

Thank you for your request. We will be in touch with you soon!

This site is protected by reCAPTCHA v3.
Google Privacy Policy and Terms of Service apply.
Icon For Arrow-up