NSS PERSPECTIVE
TeamWork is
a customer relationship solution - powered by Lotus Notes® -
which provides
extensive workflow and knowledge management in support of your customer
service and sales personnel. As
workflow efficiency and communications increase, so do sales and
customer service.
Customer
relationship management is greatly enhanced through NSS PERSPECTIVE
TeamWork. Looking at
your customers as a market segment of one will allow your electronic
retail delivery systems to cross-sell the
appropriate products to your existing customers, thus leading to
a larger share of your customer’s wallet.
Customer Profile
NSS PERSPECTIVE TeamWork houses and provides access to a
significant amount of information about your customers. Demographic
and profitability information is housed and can be accessed for
targeting
your marketing messages. Comments, ticklers, and general sales
activities
can be recorded so that any service representative can personalize
their
interaction with the customer.
Account Portfolio
Having your customer’s portfolio summarized in one place
is powerful
knowledge where targeted — individualized marketing is the
ultimate
goal. Targeted marketing messages can be presented as a customer
enters
your retail delivery channels, whether through the branch, call
center, or
Internet bank.
Automating Problem Resolution
One of the best ways to retain a customer is to quickly and efficiently
solve his problem. NSS PERSPECTIVE TeamWork provides for the
automation of problem reporting and tracking throughout the enterprise.
Knowledge of the problem can be appended to an electronic problem
report to facilitate the quick resolution of the problem. A wide
variety of
tracking views is available to monitor performance.
Automating Sales Referrals
NSS PERSPECTIVE TeamWork automates sales referrals throughout the
enterprise, allowing a referral to be generated at the point of
discovery.
Information available on the prospect/customer can be
appended to an electronic referral form and routed to the appropriate
sales
group for follow-up. The sales person is now positioned to handle
an "
intelligent referral". The receiving officer receives the
referral, responds
on a feedback form that sends the status of the referral back to
the
originating officer. Tracking referrals and incentive compensation
for
referrals is facilitated by an interface with NSS XSELLerator which provides extensive sales tracking and incentive compensation
functionality.
Campaign
Management
Tracking marketing and sales campaign efforts for each target customer
provides valuable information to the enterprise when servicing
or responding to a customer request.
TeamWork Benefits
The implementation of NSS PERSPECTIVE
TeamWork will give you a significant competitive
advantage by demonstrating that you know your
customers and your market. The benefits of this
system include the following:
- Improved service when resolving customer
problems
- Increased sales by routing and tracking referrals
across the enterprise with shared knowledge
about the sales opportunity
- Increased productivity by automating
sales and
service workflow
- Real-time
analysis of your customer’s
situation
allowing the sales representative to sell the
correct product
- Shared knowledge of your customers including
profitability at the household and account level
- Account portfolio
information that provides
input into the cross-sell process
- Quick and easy access to bank
product
information
- Lead opportunity tracking that facilitates
management of the sales force
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