Introducing digital solutions in banking significantly increases customer engagement – even by 60% compared to traditional bank branch visits, according to the analysis of Ailleron, presented during this year’s two-day Ailleron Innovation Forum event. The greatest increase in engagement is visible in the process of applying for mortgages digitally, indicating growing acceptance and habituation of users to modern solutions in the banking sector. Ailleron has successfully implemented its proprietary technological platform, LiveBank, for banks such as ING Bank Śląski and Santander Leasing.
The two-day Ailleron Innovation Forum event gathered nearly 200 experts from banks, leasing companies and other financial organizations, bringing together a diverse group of professionals from all over Europe. On the AIF stage, Ailleron’s clients also shared how their everyday work and interactions with clients have altered after the implementation of Ailleron’s services and solutions.
“Customers expect that banks will opt for digitization. In Poland, users and recipients of this sector are really doing well in the digital world. Our analyzes show that the use of digital processes, for example, for handling mortgage loans can increase conversion as well as customer engagement. Analysis of the projects being conducted showed that customer engagement can even increase by 60% compared to traditional bank visits,” says Piotr Piątosa, Vice President and COO at Ailleron. “These data are also important from the perspective of banks, greater effectiveness of the processes leads to faster application processing and, consequently, increased customer satisfaction. It should also be remembered that digital processes bring substantial savings for banks” – adds Piotr Piątosa.
The solution created by Ailleron, LiveBank, is a platform that not only provides advanced customer service without the need to visit traditional branches, but also efficient sales of complex financial products. Through the implementation of the LiveBank platform from Ailleron, bank employees can remotely manage customer affairs through efficient communication using chat and the potential of online meetings in the form of video conversations. Bank customers, in turn, can benefit from individual customer service of a chosen specialist and remote purchase of bank products, for example, a mortgage from any place in the world. Visiting traditional bank branches to handle necessary formalities is no longer necessary.
“Traditional bank branches are increasingly a thing of the past, customers see that technology can increase their satisfaction. For example, a user satisfaction survey of the LiveBank platform scored 4.8 out of 5 points, customers particularly appreciated the efficiency, convenience, and transparency. Customers are open to meeting online as a result of their growing habituation to remote service in recent years,” says Piotr Piątosa. “We talked exactly about this during this year’s AIF. The event was devoted to the most important trends and perspectives ahead of the financial industry in the context of digitization and the use of artificial intelligence. We need live discussions and meeting places where the entire banking sector can discuss the most important trends of the future. Our partners, participants, and lecturers agreed – the future will bring significant changes, and the Polish banking sector must keep up with these changes,” he adds.
Source: https://managerplus.pl/ailleron-cyfryzacja-procesow-kredytowych-zwieksza-zaangazowanie-klientow-nawet-o-60-64922
