Commercial Bank
Creating a self-directed strategy for business loan protection
Automated service
A key part of our solution involved the creation of an automated process to help customers make their own business loan protection decision. We designed, wrote and built a new customer experience which simplified a complex subject using a decision based process. This flowed seamlessly into the quote and buy engine.
Helping clients understand their decisions
As part of the solution we designed and built a unique app which helps customers self-validate their purchase against reasons for buying, expected product benefits and type of service received. User journeys were designed to cater for any misunderstandings providing real-time MI to manage site content and overall business processes. Customer feedback is continually measured and is consistently very high.
When the advice team for the SME segment of the Bank was disbanded, our client required a self-service proposition to be designed and delivered to help customers protect their business loans.
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