Mobile Journeys from Esendex can help banks overcome the customer service challenges they face following the tumultuous few years the financial sector has experienced. By taking full advantage of today’s UK smartphone society,Mobile Journeys, a next generation intelligent messaging solution accessible from any smartphone, or Internet enabled mobile device, will enable banks to radically change how they engage with their customers. The delivery of customer focused next generation mobile banking services, easily accessed by the customers’ communications device of choice, the smartphone, will help banks to retain existing customers and attract new customers from the digitally savvy Generation Y.  

“With 66% of UK adults owning a smartphone, Esendex saw a perfect opportunity to develop its proven intelligent and transactional SMS based solutions to ensure that banks could meet the demands of today’s smartphone users. Living in an ‘always online’ world customers in today’s smartphone society expect to engage with their banking providers when, where and how it suits them,” said Geoff Love, CEO of Esendex, a provider of intelligent and transactional messaging solutions.

Mobile Journeys meet this expectation by delivering customer engagement solutions, right to customers’ fingertips, which allow them to interact with their bank in exactly the same way as they interact with each other, via their smartphone.

Hosted on Esendex’s robust, secure and flexible mobile content delivery platform underpinned by a high performance workflow engine, Mobile Journeys deliver secure, personalised but controlled online customer engagement journeys activated via SMS, e-mail, web link or from printed or offline materials.

Mobile Journeys’ versatile and flexible product suite ensures that customers are in control of how they engage with their bank. They have the power to choose when and how to interact and importantly, when it is convenient for them. The power of choice helps significantly improve customer service.

The Mobile Journeys product suite consists of:

Mobile Payments – for secure payment transactions - to settle a loan, make mortgage payments. Esendex is PCI-DSS and ISO27001 accredited providing complete peace of mind around security issues.

Mobile Forms – to collect any information needed from customers - financial commitments or income and expenditure details required for a loan application.

Mobile Surveys – to obtain customer feedback on a product, experience or interaction.

Mobile Promotions – to market a new product, service or initiative.

One of the most important advantages of deploying Mobile Journeys as a customer engagement interface, rather than customers accessing a website, is that the online journey is controlled. The risk of customers becoming distracted and veering from the path banks want them to take is eliminated. Customers are guided to the desired outcome and where appropriate a successful call to action.

Crucially, Mobile Journeys provide the ability to track, monitor and report on a customer’s individual journey. By delivering valuable analytics banks can see where improvements are needed to further enhance the customer’s experience, driving up journey completion rates leading to ever more successful business outcomes and calls to action.

“Mobile Journeys are available as off the shelf Foundation Journeys with an initial set up fee of around £1,995.00 followed by a simple monthly pricing structure starting from £495.00, or can be configured to meet individual business requirements,” added Love. “We are offering Mobile Journeys as a completely managed service, but it can be branded so that banks are able to retain brand management consistency in line with their existing customer engagement channels.”

For those banks looking to deliver a multi-channel customer engagement strategy Mobile Journeys can be seamlessly integrated with Esendex’s existing intelligent and transactional messaging solutions including: inbound and outbound SMS, SMS Chat, IVR, voice broadcasting and voice call backs.

The applications for Mobile Journeys within banking are numerous providing return on investment (ROI) opportunities. Cost savings are available from reduced overheads, when compared to the ever more ‘old fashioned’ traditional methods of customer engagement (telephone, e-mail and mail), and the alleviation of pressure on resource by the automation of expensive resource and cost hungry, complicated paperwork processes.

Established banks still operating in what many, including Generation Y, consider as the old world really do have their work cut out to overcome the bad press they have suffered. Additionally, they have to fight off the increasing challenge of new entrants, like Apple Pay, who are already utilising mobile technologies to improve customer service.

By re-inventing customer engagement and providing next generation banking services optimising the customer’s experience, banks are able to demonstrate that they are putting customers at the very centre of the services they offer.

“The smartphone is now the customer’s communications device of choice. If banks are not actively looking at how to use this interface to drive effective customer engagement then they must be prepared to see their customers swiftly move to those of their competitors who are,” concluded Love.

To experience a Mobile Journey enter this url into your smartphone's browser  https://ems.ese.pm/VW5