Retail Banking

Activate your business, captivate your customers.


For retail banks, customer experience (CX) is the new battleground. But most banks struggle to make meaningful progress because they lack the proper infrastructure to support a CX strategy that spans the entire business. Legacy technology, departmental silos and changing regulations add additional layers of complexity and hinder progress.

Quadient’s® comprehensive portfolio of best-in-breed technologies helps retail banks bring together and activate the entire business in the name of better customer experience.

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Our business solutions at a glance

Customer Journey Mapping
End-to-end journey mapping
End-to-end journey mapping
Real-time collaboration
Real-time collaboration
CX visibility across silos
CX visibility across silos
On-going CX enhancement
On-going CX enhancement
Digital Experience
Personalized digital experience (PDX)
Personalized digital experience (PDX)
On-boarding
On-boarding
Mobile & web applications
Mobile & web applications
Rapid mobile application development (RMAD)
Rapid mobile application development (RMAD)
Data Quality
Single Customer View
Single Customer View
Data cleansing & consolidation
Data cleansing & consolidation
Data enrichment
Data enrichment
Data security & compliance
Data security & compliance
Customer Communications Management (CCM)
Consistent omni-channel communications
Consistent omni-channel communications
Output and compliance Management
Output and compliance Management
Business user empowerment
Business user empowerment
CCM platform consolidation
CCM platform consolidation

Our business solutions at a glance

Capabilities at a glance:

Digital forms and processes

Digital forms and processes

Interactive account statements and balance checks

Interactive account statements and balance checks

Digital mortgage, loan and credit card applications

Digital mortgage, loan and credit card applications

Mobile check processing with photo capture

Mobile check processing with photo capture

eSignature integration

eSignature integration

Interactive welcome kit

Interactive welcome kit

Client correspondence

Client correspondence

SMS and mobile push notifications

SMS and mobile push notifications

Personalized up-sell and cross-sell promotions

Personalized up-sell and cross-sell promotions

Speed digital transformation

Most established Retail Banks have a complex infrastructure of mission-critical legacy IT technology. This problem is often compounded by multiple legacy systems remaining from previous acquisitions and home grown systems that have increased risk of failure every year. 

Quadient technology integrates with your existing legacy IT systems and offers flexible implementation options including on premise, hybrid and cloud solutions for a variety of users and business requirements. Leverage existing templates, archived content, and data from your core systems to create highly personalized, timely and accurate communications across all channels. 

Whether you are simply moving from print to e-delivery, or looking to explore more sophisticated channels like mobile or wearables, Quadient technology scales with you as you grow, regardless of your maturity level.

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“Quadient has made it possible for Bank of Montreal customers to open an account on their smartphones in under 8 minutes.”

Read the full case study

One platform, unlimited channels

One platform, unlimited channels

Many organizations have separate tools, teams and third parties dedicated to designing and creating content for mobile, web, email and print communications.  This results in duplication of efforts, inconsistency and compliance risk.

Our industry-leading CCM solution, Inspire, enables you to create timely, contextual, personalized and accurate communications for all channels from one intuitive interface. This eliminates the need for multiple siloed teams, reduces risk and ensures a seamless customer experience.

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Empower business users, reduce silos

Reduce strain on IT and meet consumer demands by empowering business users to make simple content changes quickly and easily. With Inspire, business users are given access to pre-defined content blocks through a web browser. Administrators specify which templates may be accessed by whom and what changes may be made to ensure brand consistency and compliance.

Quadient Inspire’s synchronized omni-channel preview then enables managerial staff to review the output in every format (mobile, tablet, web etc.) for fast approval.

Increase agility, reduce risk

Increase agility, reduce risk

Reduce compliance risk and improve efficiency by enabling compliance, legal and line-of business teams to collaborate throughout the communications creation process. 

With Inspire, compliance personnel manage, track, audit, and approve regulatory language quickly and easily. Changes are made in one location and applied everywhere you choose, and content blocks are locked down to safeguard regulatory language where required.

Additionally, our integrated suite of data quality solutions make it easy to stay on top of privacy regulations including the General Data Protection Regulation (GDPR), and reduce risk associated with customer due diligence (CDD).

Elevate your customer experience, increase market share

Digital on-boarding

Digital on-boarding

Make on-boarding quick and convenient with digital forms that are pre-populated with your customers’ data.

Dynamic communications

Dynamic communications

Add dynamic elements to digital account information, loan documentation, quotes, and welcome kits to make it simple for your customers to sort through important information with interactive charts, graphs, and sliders. Increase customer engagement and contract completion with mobile push notifications and eSignature capabilities.

Up-sell, cross-sell

Up-sell, cross-sell

Leverage customer data to position upsell and cross-sell promotions tailored to their unique needs.

Explore new channels, stay on-brand

Our omni-channel design tool enables you to experiment with new delivery channels such as wearables and other connected devices with little effort or risk. Control brand messaging and consistency across all channels from a single platform.

Take action to improve the customer journey

Quadient® Customer Journey Mapping is the only cloud-based journey mapping tool that incorporates digital and physical touchpoints into your journey maps. Customer experience teams easily share feedback with business users directly through the tool, so improvements are made in real-time.

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Step up your mobile game

For many organizations, personalized mobile and web content is extremely costly to develop and maintain, as it is often done manually. 

Quadient’s® digital experience solutions help you create responsive, interactive, regulatory compliant and highly individualized mobile and web experiences quickly and easily from one intuitive interface, reducing strain on IT and lowering costs.

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37% of enterprises face a skill shortage when it comes to mobile application development. 

62% of IT managers report a large app development backlog, with some having more than 10 apps waiting to be developed.

Source: Outsystems. The State of Application Development, 2017.

Get the most out of your data

Get the most out of your data

Exceptional customer experience begins with exceptional data. Our data quality solutions ensure you’re always putting your best foot forward when engaging with your customers. From data cleansing, profiling, consolidation, and enrichment to data security and compliance, Quadient’s suite of best-in-class data solutions will ensure you’re delivering accurate, contextual and compliant communications every time.

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  • We mainly use Ignite for mailing out our monthly customer account statements. We have many cycles each month, with several hundred to several thousands, pieces per cycle. This function has allowed my institution to process these cycles with only one person, whereas before, we required several employees from several different departments to accomplish this task. Ignite has helped us to streamline this process and at the same time save on postage. Overall, with Ignite, we have experienced a reduction in labor costs, gained a higher processing speed, increased accuracy, and acquired postage savings.

    Source:

    IT Analyst, Small Business Banking Company

    TechValidate
  • Quadient’s ability to repurpose legacy applications gave us a risk free, cost-effective solution for highly modernized communications.

    Source:

    Executive Director, Document Services department, Retail and Investment Bank

  • The dynamic electronic account statement designed by Inspire is beautiful and informative. Account statements are a bridge between us and our customers. Precision marketing through automatic push advertising enables us to provide customers with relevant product information. Interactive coordination helps us to make whole-process preview a reality, which is really constructive for improving the internal communication and working efficiency of Fubon Bank.

    Source:

    Ms. Ye Lifang, Director of Personal Finance Department, Fubon Bank

  • We have managed to consolidate legacy systems, both home-grown and commercial, with Inspire.

    Source:

    IT Professional, Medium Enterprise Financial Services Company

    TechValidate
Quadient Inspire named a Leader for the fourth consecutive year.

Quadient Inspire named a Leader for the fourth consecutive year.

Gartner 2017 Magic Quadrant for Customer Communications Management Software

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eBook: Rise of the Customer Experience Executive

eBook: Rise of the Customer Experience Executive

How customer experience earned a spot in the C-suite. Featuring interviews with 5 CXO’s from around the world.

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Celent Case Study – Bank of Montreal

Celent Case Study – Bank of Montreal

With Quadient Inspire, BMO customers can now open an account on their smartphones in under 8 minutes.

Download the case study