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HSBC Case Study 2017: Transforming their customers’ experience

Site Visit: 29th June, Location TBC

Hear about this case study at Customer Strategy & Planning 2017, Tuesday 25th April at 10:30 in Harrogate. 

The innovative HSBC approach was to place the customer at the centre of a process that has identified and corrected many, significant pain points. Teams were provided with technology that created a digital journey during which, when communicating with customers, they could complete product applications with the customer in record time. This has been rolled out for both telephony teams and relationship managers, who visit clients across the country. They can conduct an end-to-end online process with the customer including sharing materials, essential documents required by regulation, electronic signatures on documentation and more allowing a significant reduction in processing time.

What can you learn from this case study?
  • Discover how systems have improved customer experience in signing up for products and services- enable customers to check and complete agreements in real time, using HSBC LinkScreen technology 
  • See how HSBC used insight to drive these changes and learn how they listened to colleagues, customers and calls.
  • Learn from the HSBC experience how to drive a small idea to a big solution, from pilot concept to a programme of change
  • Discover how systems have improved customer experience in signing up for products and services- enable customers to check and complete agreements in real time, using HSBC LinkScreen technology 
  • See how HSBC used insight to drive these changes and learn how they listened to colleagues, customers and calls.
  • Learn from the HSBC experience how to drive a small idea to a big solution, from pilot concept to a programme of change

Who should attend? This case study is ideal if you are looking to simplify your customers’ end-to-end journey experience or get the most out of new technologies. Whether in a leadership role or part of the IT, Customer Experience, Compliance, Process Improvement, Change or Insight teams this will offer you the chance to see how by taking the time to understand your customer journeys and applying the right solutions can reduce costs and increase revenue while at the same time improving customer satisfaction.

Key results

  • 20% increase in conversion in telephony lending applications
  • Processing costs reduced by more than 8% per application
  • Process times dropped between 45% and 93%, from initial application to final resolution 
  • 95% of customers found the system easy to use
  • NPS of over 85
  • Several in compliance risks mitigated for phone sales

Book your site visit places

Site visits are not open to direct competitors and the hosts can refuse access to the site visit should they consider you as a competitor. If you have any concerns about this please do contact the main office on 03331235960 or email events@theforum.social and we can check with the host in advance of the event. Places are also limited to 2 delegates per organisation per visit.

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