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Doxim - ContactCenterWorld.com Blog Page 2

Page: 1 | 2

Three Key Features of a Market-Leading Onboarding Solution

In “Digitization and Automation – The Foundation for Onboarding Success,” CEB analysts identify three must-have features of any digital onboarding solution. Today we wanted to share those key capabilities, with a bit of information about why they matter so much:

1)     Digitized, Intelligent Forms

Digitized, intelligent forms are an essential part of speeding up account opening. These forms only display questions relevant to the client’s life circumstances and selected accounts. For example, if the client indicates that he or she is single, questions about spousal income vanish. Using intelligent forms streamlines onboarding, reduces errors and frees up advisor time to drive new client acquisition.

2)     Integrated Data

To offer the best return on investment, onboarding software has to be part of a technology architecture that supports the sharing of client data across systems.  Integrated data architecture enables pre-population of forms with client data to speed the onboarding process. It also permits advisors to capture data about client needs during onboarding, and feed it into their CRM system to trigger future cross-sell campaigns.

3)     E-Signature Capabilities

Integrated e-signature capabilities are a must for firms who want to offer straight-though, paperless processing of new accounts. They can help reduce account opening time from days to hours. Modern e-signature technologies prompt clients to sign in all the right places, preventing NIGO paperwork. They also offer robust client authentication features and preserve an audit trail related to the signature, improving compliance levels.

A Foundation for Success

With the right onboarding solution in place, firms can rise to the challenge of providing uniform service to all client segments across all channels. Your firm may not be able to deliver all of these capabilities in the immediate future, but there are foundational steps you can take to optimize your architecture for digital onboarding success. Download our recently-commissioned CEB Insight Brief, to learn what these steps are and how to put them in into effect.

Source: http://www.doxim.com/blog/three-key-features-of-a-market-leading-onboarding-solution/

Publish Date: February 18, 2016 5:00 AM


Coastal Community Credit Union Chooses Doxim Loan Origination Technology for Improved Member Experience

We are very happy to announce that Coastal Community Credit Union (CCCU) has chosen our new SaaS-enabled Doxim Loans Origination platform to provide enhanced loan processing services to its members.

CCCU, the largest credit union based on Vancouver Island and the Gulf Islands, will use Doxim Loans Origination with integrated e-signature support to implement fast, paperless loan processing across all branches, improving the member experience.

CCCU selected Doxim’s solution as part of a broader initiative which also sees it partner with CUMIS to provide comprehensive credit insurance for its members on all types of debt, from small loans to large mortgages. You can find more details in the related news release.

Source: http://www.doxim.com/blog/coastal-community-credit-union-chooses-doxim-loan-origination-technology-improved-member-experience/

Publish Date: February 1, 2016 5:00 AM


An Analyst Perspective on High-Impact Activities for Onboarding Success

Are you putting emphasis on the right activities during the critical onboarding period? Today, client attitudes have shifted, and clients expect faster and more personal service than ever before. Onboarding activities which don’t answer these needs may no longer get the results you are looking for. In fact, recent CEB analyst research indicates some of the activities your firm usually performs may have no impact on client perception of your firm at all.

Focus on Speed, Accuracy, and a Personal Touch

CEB identifies several activities as having a high impact on client perception of the firm during onboarding. These activities include:

  • Fast account opening, including transfer
  • Ease of data collection for account opening
  • Welcome call or letter from senior management

Firms can meet client needs for account opening speed and accuracy by digitizing their onboarding processes. Digital onboarding workflows can even be leveraged to make sure a personal welcome call or letter happens every time an account is opened.

Worry Less About Newsletters and Client Appreciation Events

Not all client outreach programs are created equal. In fact, CEB research identifies invitations to educational events or seminars, invitations to client appreciation events, and receipt of the firm newsletter as having no impact on client’s perception of the firm at all. On the other hand, a high quality annual portfolio review does improve client’s perception of the firm, and should be conducted routinely.

Happy Clients = Increased Referrals and Wallet Share

Wealth management firms that take the time to understand client needs and provide a low-effort, highly satisfying onboarding experiences can double the number of client referrals they receive. Add to that the increased wallet share which is possible when advisors offer the right products and services during the onboarding period, and you have a clear case for focusing on high-impact client onboarding.

Read the full CEB Analyst Brief to learn more about what really matters to clients during onboarding.

Source: http://www.doxim.com/blog/an-analyst-perspective-on-high-impact-activities-for-onboarding-success/

Publish Date: February 1, 2016 5:00 AM


Ten Simple Boxes To Check Before You Implement Your CRM Project

Before you get started on implementing CRM at your credit union, you’ll want to do a cross organizational readiness check. This is critical to make sure the project goes smoothly and delivers on its promise.

  • Operational Goals: Make sure you’ve clearly identified and communicated what the CRM solution will do for your credit union, and how it will support your broader member experience strategy.
  • Performance Metrics: Ensure you have your key ROI criteria clearly defined, agreed and understood – both for the pilot project(s) and for the broader roll out.
  • Benchmarks: Check that the “before” picture has been established so you can track success over time. Document the performance factors you will measure and record. Plan to start reporting on these regularly before, during and after implementation.
  • Communications Plan: Make sure your messaging plan will effectively communicate the ongoing value of the CRM project across the whole organization. Include quick wins that will promote ongoing support among employees and the management team. Keep the communications going until all users have transitioned to CRM as their go-to platform.
  • Technical Readiness: Check that all the technical homework is completed. You need an experienced team to work on the data cleansing and migration, and other technical issues. Have a clear process in place for implementation troubleshooting.
  • Systems Check: Ensure all the relevant internal and external systems that will need to be integrated with CRM have been identified and are included in the overall implementation plan.
  • Executive Sponsors: Confirm that all the executive(s) who will own and champion the project are ready to go, understand their roles and responsibilities and will actively support the project from beginning to end.
  • Championship Team: Make sure all the project stakeholders are freed up for early and frequent engagement in the implementation process. Ensure they understand how to give feedback and the importance of sharing this with all parties.
  • Marketing Plan: Has the marketing department completed its planning and readiness? It’s critical they are ready to take advantage of data-driven decision-making, and to use improved member intelligence to enhance the effectiveness of its marketing efforts.
  • Training Schedule: Ensure this is completed, vetted and approved and the plan is sufficiently robust. Comprehensive role and scenario-based training will help your users adopt the technology more easily. Successful staff training is the most critical contributor to CRM success.

Need more help? Learn how Doxim helped Conexus Credit Union to implement CRM and boost member experience across channels.

Source: http://www.doxim.com/blog/ten-simple-boxes-to-check-before-you-implement-your-crm-project/

Publish Date: December 15, 2015 5:00 AM


The Do’s And Don’ts Of Communicating Throughout The CRM Project Lifecycle.

CRM implementation for your credit union doesn’t need to be daunting. Yes, there can be many internal stakeholders to build buy-in from and communicate with. But, relax, it’s been done before.

Here are some simple do’s and don’ts to help you keep everyone engaged:

  • DO communicate the duty of project champions. Communicate the responsibility and accountability
    of being seen in the office as championing the CRM project. Project champions communicate the
    vision for CRM, articulate overall objectives, and set accountability, including for themselves. It’s a big
    responsibility, and an ongoing one. Don’t just expect them to carry the ball without knowing what it
    means.
  • DO encourage collaborative planning. Make sure that all process stakeholders contribute to the CRM
    roadmap and are accountable to it. Start having cross-functional team meetings early to establish where
    planning gaps may occur and expectations are not aligned. A CRM project affects all departments.
    Don’t make the faulty assumption that CRM is only a new application for IT to implement.
  • DO engage front-line service staff early. Build buy-in from the bottom up as much as possible. The
    success of your CRM program will hinge on the adoption of the CRM processes and applications by
    your front-line service team, so engage them early. They may surprise you with their insights into how
    your credit union actually runs. Don’t engage them after your roadmap has been built.
  • DO visibly respond and incorporate feedback. Ensure all of your stakeholders are engaged,
    committed and accountable by welcoming their input and visibly incorporating it. Talk to your
    employees about what matters to them in the project lifecycle and make them feel part of it.
  • DO celebrate milestones. Acknowledge your team’s efforts by celebrating smaller milestones during
    the CRM rollout. Take opportunities to recognize your CRM Champions at all levels of the credit
    union. DON’T stop communicating when the system is in place. Share successes like an increase in
    member satisfaction, or anecdotes about how well the system is working or how a tweak suggested by
    an employee made it work better.

Need more help? Learn how Doxim helped Conexus Credit Union to implement CRM and boost member
experience across channels.

Source: http://www.doxim.com/blog/the-dos-and-donts-of-communicating-throughout-the-crm-project-lifecycle/

Publish Date: December 15, 2015 5:00 AM


Seven Ways To Create A CRM Training Plan That Builds Confidence Across The Organization

Effective training leads to increased user adoption of your CRM tool, and contributes to overall program success.

Here are seven quick suggestions to make sure your training program hits the mark:

  • Make training role-tailored and scenario-based. The goal of training is to make sure the people
    in your organization understand the processes that they will need to execute as part of their jobs
    and how to use your CRM in the context of these processes. Respect their time, and keep their
    training tailored to their particular roles and the situations they are likely to encounter.
  • Training should blend organizational processes with application training. For your CRM to
    drive the most value, users need to know not only how the software works but how it relates to
    operational goals and processes. Tell them “why,” not just “how.”
  • Train your project champions early. Your project champions will be communicating your CRM
    project and responding to feedback from everybody. Start training them early so they can
    confidently teach later-stage users.
  • Leave space for Q&As and informal chats. It’s not always easy learning new procedures and
    feeling comfortable with them, especially in a group. Make sure there are informal and private
    opportunities for engaging in discussion about training. Your project champions should always be
    approachable.
  • Make the training interactive. Nobody likes to just sit there and be lectured to, so get creative
    with how best to engage your users in training and keep them committed to learning the new
    CRM.
  • Use training to build buy-in. Get all of your stakeholders participating in the development of the
    training plan. Ask them what they want out of it and how. Visibly formulate the training plan
    around their needs. This helps build buy-in to CRM adoption from the bottom up.
  • Do ongoing training. Changes to the system or your business processes, as well as staff turnover
    or promotion will mean that there is a perennial need for CRM training at your credit union, so
    make sure that ongoing training is factored into your plans.

Need more help? Learn how Doxim helped Conexus Credit Union to implement CRM and boost
member experience across channels.

Source: http://www.doxim.com/blog/seven-ways-to-create-a-crm-training-plan-that-builds-confidence-across-the-organization-2/

Publish Date: December 15, 2015 5:00 AM


How To Create A CRM Road-Map That Everyone Can Understand

Your CRM roadmap should help everyone understand where the organization is headed with CRM adoption and why. In order for it to be effective, you will need to get everyone to participate in its development at some stage and get everyone on board.

Here are some basic steps to ensure a successful CRM roadmap:

  • Think ‘member experience.’ If your CRM is to elevate the member experience, bring new business
    insights and optimize sales opportunities, your roadmap will need to be developed with the member and
    their needs in mind throughout the process. Don’t lose track of the member and their needs.
  • Define performance goals. What specific member-centric goals do you want to achieve with your
    CRM? How are you going to measure progress? Your roadmap should clearly show what all stakeholders
    want out of it for their departments, as well as the entire organization.
  • Align it with the business strategy. CRM needs to be fully aligned with your business strategy because
    its adoption essentially means your business will become more member-centric. Are your CRM goals
    aligned with your business goals? Your roadmap should show how implementing CRM in your office is a
    strategic game changer.
  • Document and evaluate existing processes. CRM implementation means looking at the nitty gritty of
    your operations and taking stock of what processes, formal, hidden and adhoc, can be made more
    efficient through automation and digitization. You will also need to evaluate processes so that the
    inefficient ones don’t simply get replicated into your CRM workflows.
  • Prioritize value opportunities. Take a look at which processes can be made more valuable in
    supporting member needs by making them more member-centric. Evaluate their priority in
    implementation according to their impact on achieving your performance goals. It’s important to
    analyze cross-functional processes to see where are the biggest value opportunities for your
    organization.
  • Define CRM requirements. Once you have a comprehensive understanding which business processes must be automated and digitized to achieve your performance goals, you can map out the specific CRM requirements needed. Ultimately, your CRM should adapt to your roadmap and not the other way
    around.
  • Remember everyone needs to contribute. A successful roadmap is one where all the stakeholders can
    clearly see the value of where they are going and why. Your roadmap should clearly and concisely
    articulate the benefits of buy-in for everybody—and be open enough that they feel they have contributed
    to its design.

Need more help? Learn how Doxim helped Conexus Credit Union to implement CRM and boost member
experience across channels.

Source: http://www.doxim.com/blog/how-to-create-a-crm-roadmap-that-everyone-can-understand/

Publish Date: December 15, 2015 5:00 AM


How To Get Executive Buy-In: Sell Your CRM Project In 60 Seconds

You just stepped into the elevator with the VP of Operations. The executive is complaining about another late night trying to troubleshoot an in-branch service problem. One that results from legacy systems and too many manual processes that directly impact the ability to deliver superior member service.

Here is your chance to get executive buy-in and offer some ideas on how to resolve these issues:

  • Leverage a real, immediate issue. Start by addressing how the service problem is symptomatic of
    larger business process issues and underline the importance of having a seamless member experience
    across channels at your credit union. Use the issue to talk about the need to find a long-term solution to
    a problem the whole office wants resolved.
  • Acknowledge the issue at all levels. Carefully acknowledge the impact of the service problem on the
    executive’s goals for their department and your credit union. Demonstrate that you understand how the
    issue is recurring in various ways throughout the organization and affecting overall performance.
  • Clearly outline how CRM can improve performance. Specifically address how the problem could
    be resolved with CRM. Make a clear and compelling case for how it can specifically improve
    performance for the department and the entire organization, including helping the executive in their job.
  • Align messaging with the business strategy. Always talk about CRM in a way that is aligned with the
    overall business strategy. It should be clear how a possible CRM solution adds value to your members,
    supports organizational KPIs, departmental targets and long-term membership growth.
  • Sell the idea of a working group to explore CRM. Don’t try to sell CRM as the one-and-only
    solution to the recent issue at your credit union. Instead, sell the idea of setting up a small working
    group to explore CRM, that’s it. All you are pitching is getting a few people together to talk about it.
  • Overcome objections. Like any good salesperson, you will need to overcome common objections.
    Yes, CRM can be complex and difficult to implement, but not if you find a tailored, proven solution for
    credit unions. Yes, CRM can be costly and time-consuming, but not as much as service problems that
    result from inefficient legacy manual processes.
  • Close by asking to confirm follow-up. Remember, you are selling the idea to explore CRM as a
    solution. After you’ve laid out the benefits, overcome objections and reiterated the need for long-term
    planning to support the overall member experience, ask if you can send the executive a follow-up
    email proposing next steps for exploring a CRM project.

Need more help? Learn how Doxim helped Conexus Credit Union to implement CRM and boost member
experience across channels.

Source: http://www.doxim.com/blog/how-to-get-executive-buy-in-sell-your-crm-project-in-60-seconds-2/

Publish Date: December 15, 2015 5:00 AM

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