This case study reviews how a large financial services company saved their client experience after an existing secure messaging software component was discontinued. Challenges included:
Like most finserv companies, this organization offers account holders a self-service portal which enables online access to account information. In addition, they provide a secure message center within the portal, enabling communications with clients through a webmail feature. Through this, clients can send email and share documents with their financial advisors securely and in compliance with privacy and security regulations. Clients are made aware of new messages waiting in the message center through email notifications and mobile text messages (SMS).
The company has long understood this approach is necessary in order to provide a great customer experience (CX), as well as to protect clients and their own corporate reputation. As a result, this way of communicating became an important engagement tool for the company, with its advisors and clients exchanging more than 800,000 messages each year...
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