In today’s digital landscape, financial institutions are challenged with providing omni-channel access for loan requests, customer experience enhancements, and ease of use across all consumer segments. Compounding this pressure are consumers demanding that their FIs take steps to know them and their unique needs while also having the ability to access financial products and services anytime and anywhere. This makes it paramount for FIs to implement an effective omni-channel delivery strategy.
But what exactly does that look like?
A successful omni-channel digital delivery strategy provides seamless start, save, and resume cross-channel functionality throughout the lending process. Effective solutions offer the functionality to process applications from any channel a customer chooses. This includes financial centers, contact centers, or digital channels directly with the institution or through third-party origination.
For instance, a potential customer may begin researching and start an application process through their smartphone, continue and upload documents on a laptop, and then engage live assistance through a contact center or branch lending specialist. All of this can be done without the customer losing progress along the way. This omni-channel delivery strategy is rooted in complete transparency of events, creating a seamless customer experience across channels. FIs implementing a seamless experience increase accuracy by eliminating data rekeying by bankers and customers, reducing errors and oversights.
Other features, such as digital functionality, allow applicants to find and compare various loan options, submit loan applications, receive real-time automated decisioning and status updates, and choose fulfillment convenience options. This includes document upload and branch appointment scheduling.
Paperless processing comprehensively automates document handling. This removes dependency on paper while improving customer experience and strengthening compliance. Features associated with paperless processing include electronic document management and storage integration, e-Sign, document-driven workflow, and evidentiary review.
For more information, download the Automating Consumer Lending Across Omni Delivery Channels interview brief.
