Keys to Optimizing Digital Engagement for Online Lending Email Confirmation

Boris Grinshpun Tom Nusspickel Denise Anderson General Manager, CRM, LiveVox, Inc. Chief Operating Officer, American First Finance Sr. Manager Collections Strategy, First National Bank of Omaha

State of the Industry: Digital Expectations is Accelerating 80% Oracle reports that 80% of banking customers use digital channels to engage with financial institutions. State of the Industry: Digital Expectations is Accelerating 66% “Experience is a major factor when choosing payment and transfer services” respondents state:

Fintech attracts younger and more tech savvy base State of the Industry: Fintech Innovation Is Driving Increased Customer Engagement, Knowledge and Loyalty 9 in 10 individuals are banking from home ** 88% say they are more likely to stick with their bank over the next 12 months if they are using high-functioning apps https://www.ey.com/Publication/vwLUAssets/ey-fintech-is-gaining-traction-and-young-high-income-users-are-the-early-adopters/$FILE/ey-fintech-is-gaining-traction-and-young-high-income-users-are-the-early-adopters.pdf ++https://www.forbes.com/sites/bobegan/2017/10/27/fintech-innovation-is-driving-increased-customer-engagement-knowledge-and-loyalty/#777aa30b2fd1

State of the Industry: Vast Majority Lag Behind 60% Business Leaders Feel like they Lag Behind Digital Trends

State of the Industry: Integration Remains Number One Challenge What are the biggest challenges are you likely to face when implementing strategic investments and changes in the next two years? State of the Industry: Integration Remains Number One Challenge https://www2.deloitte.com/content/dam/Deloitte/us/Documents/strategy/us-con-2017-global-contact-center-survey.pdf

State of the Industry: Leaving to a Decreasing Agent and Customer Satisfaction https://sharpencx.com/blog/contact-center-employee-satisfaction-metric/

“ Those that can deliver superior customer service through tailored, high functioning next-gen digital experiences will pull ahead with a financially aware and loyal consumer base. Chief Customer and Digital Experience Officer for Citi Global Cards ”

Use Case Studies

American First Finance is a leading Lender headquartered in Wichita, Kansas. AFF provides lending services to a variety of industries including automotive, furniture, plumbing/HVAC, cosmetic, and flooring.

+400% Growth in last 2 years

What challenges were you facing and what was your engagement channel approach like previously? Stand alone multichannel applications Data siloes across channels Sub-optimize agent and customer experience

How did you evolve your approach and what impacts do you see that having on your business, operations, performance? Personalized multichannel contact strategies Improved agent experience Multichannel performance insight What do you see is next in advancing in customer engagement for AFF?

How do you see the landscape of customer engagement changing and why is it important for your business to evolve? What do you see are the biggest challenges to meeting today’s customer?

First National Bank Omaha is a subsidiary of First National of Nebraska. It is the largest privately held bank in the United States with $17 billion in assets and 5,000 employees. Recognized as one of Forbes' Best Banks in America Our credit card division, First Bankcard, is a Top 15 commercial card issuer. First National Bank is one of the largest commercial bank finance providers to the ethanol industry. We're also the fifth largest agricultural lender in the country (Ag Lender magazine). At 633 feet, the First National Tower in Omaha is the tallest building between Chicago and Denver.

What challenges were you facing and what was your engagement channel approach like previously? Lack of SMS functionality Contact Attempt Management Inbound/outbound blending ability Increase productivity with less FTE

Productive hours down 8.89% YOY How did you evolve your approach and what impacts do you see that having on your business, operations, performance? Productive hours down 8.89% YOY Right Party Contact rates increased 20.05% YOY RPC per productive hour increased 31.94% YOY Implemented customer satisfaction surveys What do you see is next in advancing in customer engagement for FNBO? Contacting the customer at their preferred channel Having two way communication with our customer via SMS and/or email or chat.  Communicate with the customer thru many channels giving the customer options. 

How do you see the landscape of customer engagement changing and why is it important for your business to evolve? What do you see are the biggest challenges to meeting today’s customer?

Contact us at info@livevox.com

Keys to Optimizing Digital Engagement for Online Lending Email Confirmation