News : Standard Life and ING Australia Working with IBM on Digital Projects
#contactcenterworld, @sli_global, @ibm
London, UK, May 17, 2016 -- UK-based investment company Standard Life and ING’s Australian subsidiary are working with IBM on a range of digital and data management initiatives.
Standard Life: it’s personal
Standard Life is personalising its financial services capabilities to its UK customers, IBM said.
Using IBM’s analytics tools Standard Life "can accurately track a person’s interactions across different screens and devices by examining both structured and unstructured data that previously was left untapped", the vendor states.
With IBM Campaign and Interact, the investment firm can use this information to create a "unique customer snapshot" so that its employees "can then more effectively prescribe the appropriate action, all in near real-time".
Stephen Ingledew, MD, marketing at Standard Life UK, says that the company has got to know its customers and their needs "on an entirely new level", making it possible for Standard Life to present the right offers at the right time.
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ING Direct Australia: the young ones
ING Direct Australia has turned to IBM to help build up a customer base of "younger digital savvy consumers" who prefer online and mobile banking to traditional "brick and mortar" branches.
By using IBM’s tools, "ING Direct can glean insights on how a customer is interacting with the business, whether it’s across the web, mobile device, or call centre", states IBM.
ING can generate personalised messages to over one million customers and prospects each month, which has allowed it to double its customer acquisition rates year-over-year, the vendor says.
Lisa Claes, executive director of customer delivery, ING Direct Australia, says: "With this IBM collaboration, we can better generate insights of a consumer’s interactions and preferences and immediately connect them with the information they need when they need it most. It’s this level of service that attracts customers and nurtures their loyalty."
#contactcenterworld, @sli_global, @ibm
Posted by Veronica Silva Cusi, news correspondent
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About Standard Life:
Standard Life group is a financial services providers with 180 years experience in looking after customers. Today they have approximately seven million customers. We offer solutions for global banking, healthcare, life & pensions requirements, and investment services.
With more than 30 years voice research and more than 150 voice patents, IBM is key industry player providing access to data through end-to-end voice integrated solutions. IBM also makes chips for a wide range of devices from the world’’s most powerful computers to the smallest cell phones.
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