Combining excellent front-end customer service with best-practice back-office systems

New digital channels are resulting in customers demanding a faster service experience and today's customer does not want to use paper or the postal service.

Financial services companies are struggling to provide an optimum service level for their customers. For instance, insurance claims processes are being delayed unnecessarily even when customers send in supporting information and documents via email. By submitting this information by email, customers expect a fast response but it is simply not happening.

This whitepaper studies how organisations can combine excellent front-end customer service with best-practice back-office systems to ensure customer loyalty and satisfaction.

Topics covered:
• Customer service expectations have shifted in the financial services sector.
• Short and long term impact on the organisation.
• Clarity is on the horizon.
• What the future holds.
• Ensuring the customer stays king in the digital age.