The Contact Management module helps banks improve customer relationships. By aggregating all the individual interactions between the organization and customer, you gain a 360-degree view into what the customer is really looking for at any one time. Now, whenever someone indicates interest but does not follow through to the dotted line, you can engage and encourage that customer to take the next step. Plus, you can utilize powerful reporting and auditing features to identify key areas of improvement, and ensure key customer service objectives are met precisely.
The Savana Banking Solution
Driving Efficiency, Improving the Customer Experience
Our banking solution includes a host of modules that can easily be configured and adapted to evolving customer and regulatory needs.
Our Case Management module empowers call center personnel with the most up-to-date customer data and simplifies the steps to achieve a resolution by giving representatives the ability to enter data once and have it propagate across all legacy systems. Call center and customer-facing employees benefit from more efficient systems and workflows so that they can quickly address issues using the same steps and institutional knowledge across every interaction and every customer.
The nGage Account Servicing module creates transparency into day-to-day customer interactions so that no matter which platform customers use, they get consistent answers and a better banking experience. Because our banking solution integrates directly to core systems, customer, account and transaction information are available in real time and do not need to be replicated or duplicated from the core system.
Our Complaint Management module provides a comprehensive and compliant solution to manage the consumer complaint process from submission, throughout all analysis and review steps, response management, and closure.
Disputes (Reg E & Reg Z)
The Disputes module handles all specific customer disputes so that they are seamlessly directed to the correct system workflow. This helps ensure that all disputes are handled as quickly and efficiently as possible to ensure better customer service, service quality, and regulatory compliance. For electronic transactions and Reg E compliance, our solution automatically moves disputes through their steps and keep banks compliant. For Reg Z disputes, our solution enables the proper response to any complaints related to the Truth in Lending Act.
Reporting and Analytics
The solution’s reporting engine draws on the extensive data managed within the entire system, capturing process metrics, workflow activities and every key metric about a work item’s progression. Reports are available within the user experience to quickly and easily create documents for audit and compliance reviews.