Financial Services

60% of the largest U.S. banks use MessageBroadcast to differentiate themselves as market leaders, offering personalized services such as balance alerts. New studies (and our clients’ results) prove that ease, proactive helpfulness and reduced customer effort correlate directly to loyalty and spending.

Unify all your lines of business on a single platform

Coordinate automated communications across all your lines of business on multiple channels. Project a unified, customer-focused brand image that creates synergy, thought leadership and cross-selling opportunities for:

• Retail and business banking
• Credit cards
• Government entitlement programs
• Retirement planning and wealth management
• Health services administration
• Lending (real estate, commercial)
• On-line investing and trading

Programs that reduce contact costs while differentiating your brand

Manage and personalize every form of customer interaction and transaction, inbound and outbound, across the life cycle of the relationship from opening new accounts, to activity alerts, to collections. Here are a few examples of how the worlds’ largest financial services companies use MessageBroadcast’s secure and flexible automated platform to best advantage:

• Account activity alerts and notifications: Opt-in balance, overdraft and deposit alerts have been effective brand-differentiators for our financial services clients. Let customers know when their account balance or status is at a point they specify. Notify them when their electronic payments or wired funds arrive – or when a credit card is over the limit. We have found that customers are willing to tell their banks what trigger events interest them the most; the alerts then increase satisfaction scores.
• Entitlement services management: MessageBroadcast delivers automated deposit notifications for numerous Entitlement Programs (such as Welfare, Unemployment and Social Security) for one of the top US Financial Services corporations. Recipients opt-in and select their channel preference.
• New products, rates or offers: Tailor opt-in marketing communications to individual customer interests. Customers can ask to be notified when a product is available at a certain price point – and be given an interactive means to respond, on their choice of channel.
• Application processes and approvals: From credit applications to loan programs, get the process started, deliver applications, issue completion reminders or requests for missing documentation, provide status, and issue approval notifications all automatically.
• Fraud management: Speed up fraud detection, investigation and resolution. Take advantage of multi-factor authentication, which allows confirmation of the customer’s identity via customer-specific ID data, to securely contact customers with sensitive information. Proactively notify customers of abnormal activity and minimize the impact of identity theft. Provide options for immediate response, on any channel, including a real-time bridge to a live agent.
• Online banking and self-service: Facilitate self-service with our Talk to an Expert solution, an instant bridge to a live agent when a customer is having difficulty while on your website. It’s much more effective than chat. Provide automated transaction confirmations.
• Investment and wealth management: Provide automated notifications for a myriad of triggered events based on your business rules and customer preferences. Our flexible platform supports the type of innovation that signals thought leadership. In one survey, we found that 77% of high-value customers would like phone notifications for certain events.
• MHA (Making Home Affordable) solutions Match MHA guidelines with borrower needs; facilitate interaction.
• Collections: Is a credit card or mortgage payment overdue? Our automated A/R management programs have improved collection rates by as much as 80% while reducing costs. In survey after survey, a large percentage of customers say they prefer automated notices and interactive payment options over contact by live agents.
• Multichannel surveys: Assess customer satisfaction with surveys on multiple channels, from Interactive Voice Response (IVR) to email.