EnterSpace Personalization Suite™ for Financial Services

Dynamic, 1-to-1 interactions with millions of customers…one customer at a time.

The financial services industry is already brutally competitive; and yet with the boundaries between brokerage firms and banking institutions disappearing, the list of competitors will only grow. Firms that do not differentiate will find themselves selling commodities. One clear way of distinction is to offer richer customer interactions; experiences that are consistently delivered through every channel. There is incredible value in matching customers to tailored, 1-to-1 offerings thereby increasing the lifetime value of customers. Such is the promise of personalization.

Personalization Based on the Current Session & Transaction, not just Past Information There are many personalization and CRM (customer relationship management) solutions for the financial services industry. Many are adequate; but most lack true real-time functionality. Customer segmentation occurs offline generally in some sort of periodic batch processing not while your client is clicking through your site or on the phone with a company representative. The result is categorization, not personalization. But clients don’t want to be thrown into large buckets; they want a 1-to-1 relationship. Moreover, as level of personalization increases to include session/ transactionally sensitive variables; like session clickstream, current market conditions, etc., the ROI for personalization initiatives improves substantially. Jericho Systems can make customized content decisions through every click and during every phone call.

For Example Financial services is an industry that is driven by two factors that differentiate offerings: price and customer service. Price is a fleeting advantage in the industry, and offers an unreliable means of ensuring customer loyalty. However, improving the customer service experience offers a true means of differentiation. By leveraging the EnterSpace Personalization Suite, a financial services provider can create and select the optimal products to offer a customer; based upon their demographics, purchase history, credit rating, preferences and recent clickstreams. Through personalization, the customer receives the impression of being important enough to the service provider to merit creation of custom product offerings, tailored to fit their unique needs.

Multi-Channel Personalization™ Jericho Systems’ personalization is enabled through any customer touchpoint, i.e. web, call center, voice response unit, kiosks, in-store, etc. Most personalization solutions operate on a single channel. Online personalization packages generally do not interact with call center personalization systems causing customer-specific messages to be inconsistent and drastically increasing the expense to implement personalization solutions. Who wants to buy two or more systems to do one job?

Centrally and Easily Administered, Enterprise-Wide With Jericho Systems, personalization is a function brought to the enterprise level. From the ground up, the EnterSpace Personalization Suite is built for distributed administration of personalization opportunities. There may be personalization rules that operate across the entire enterprise, and personalization rules maintained by an office or branch but the infrastructure and interface is consistent through the enterprise. In addition, the GUI for the management of personalization rules is built for the non-technical, but business savvy user.

Quickly Leverage Enterprise Information for 1-to-1 Relationships Within most financial services organizations, information silos exist creating walls between you and your customers. Jericho Systems tears down these walls by giving you the ability to rapidly connect to these disparate data sources and use them for your real-time personalization initiatives.

Utilize Real-Time, Digital Feedback to Improve Personalization Initiatives for Greater ROI Your customers’ behavior has enormous value. The EnterSpace Personalization Suite captures information about your customers and their decisions that has never before been effectively made available or utilized. For every personalization decision, the tool captures relevant information about the customer, the situation, the transaction and the content offered to them. This is stored in a repository that may be referenced by future decisions. This provides an adaptive capability which enables you to avoid saturating a customer with repetitive messages and enables customized content to be based on customer choices and behavioral patterns.

Our enterprise software tool creates a personalized environment, through whatever channel, whenever your customer chooses to enter that channel.

With the EnterSpace Personalization Suite, Financial Services Companies Gain Numerous Solutions, Including:

• 1-to-1 Targeted Offerings based upon known customer attributes, financial holdings, payment history and situational parameters including session clickstream, market conditions, etc.
• Intuitive Portals and Self-Care Solutions in a controlled fashion, give your customers the content they want, when they want it; to advance customer relationships in real-time, while at the same time providing you with tremendous opportunities for targeted offerings.
• Personalized Up-Selling, Cross-Selling and Bundling real-time, customer-centric messages to induce purchases; bundle offers such that they become 1-to-1 packages.
• Individualized Co-Marketing and Co-Branding Offers present the best customer-specific offers from your partners in real-time.
• Real-time Alerting Capabilities like personalized business news, stock quotes, and account information delivered to via e-mail or wireless device along with other targeted messages.
• Tailored E-Mail and Newsletter Solutions 1-to-1 messages personalized customer-by-customer.
• Online Advertising Auctions if your site has outside advertisers, enable them to compete for the right to present messages to your clients.
• Simple Integration with Existing Customer Applications and Data Sources including CRM, order, billing, support, portfolio, payment and other enterprise data sources.

Financial Services Companies' ROI in Jericho Systems is Derived from:

• Increased Revenue through offering the right products and services 1-to-1; right now
• Increased Revenue through increased customer acquisition and improved customer retention due to enterprise up-selling, cross-selling and product/ service bundling
• Increased Revenue through increased ROI on co-marketing and co-branding endeavors
• Decreased Costs of time to market and enhancement of personalization initiatives enterprise-wide
• Decreased Costs from secure and robust self-care solutions

The EnterSpace Personalization Suite can scale to millions of personalization decisions per second, for user communities in the tens-of-millions, in a real-time, parallel scaling, fault-tolerant environment.