Branch Sales Automation

Give Front Line Employees Tools to Advise on All Products

"We call it solution selling. It's a system to help enforce compliance with the company's best sales processes."

Pointing to Profits - CRM Magazine, May 2006

The Catch-22 facing financial institutions is branch personnel are spread so thin performing regulatory and operational tasks, they are unable to provide individually tailored solutions, particularly for business customers. The result is a decline in employee and customer satisfaction. In addition, the complexity and breadth of products and services has increased significantly over time contributing to a growing lack of sales confidence by front-line employees who are reluctant to engage customers for fear of the unknown.

Opportunity

Relationship managers can now successfully sell products that they once did not understand by allowing technology to fill the gap. Employees handle the service dynamics while Ignite's technology handles the product and customer information complexities. The solution is a guided sales process incorporating the very business rules that reflect both customer and management objectives. The result - a proven rise in sales productivity since branch employees are now successfully connecting customers to the right products every time. By giving front-line employees the tools to comfortably and intelligently advise, they are able to quickly engage the customer, naturally reveal their needs, easily navigate through product complexities and ultimately fulfill financial needs with every interaction.

"We see guided selling as four types: turning non-salespeople into salespeople; making salespeople better; enabling customer-driven sales; and all of the above."

Pointing to Profits - CRM Magazine, May 2006

Advantage

Ignite's proprietary, patented and easy-to-use service has clearly demonstrated a dramatic rise in customer inquiries into a financial institution's various products. Ignite's service generates revenue through immediate account enrollment for financial products from current and new customers. Results include:

Financial institutions generate $6 for every $1 spent on the Ignite service
New account lead generation is more than 10 times the industry average
Fifty percent higher loan approvals due to self qualification
Valuable customer information is captured and instantly leveraged to add to the intelligence of legacy databases
Sales training requirements are greatly simplified
Consistency in product sales across channels.

Accenture research is quoted as saying "simplify things for employees so they can make intelligent decisions for the customer and the institution." Conventional sales tools such as compensation and training have provided disappointing and costly results for financial institutions looking to implement a sales culture. Now they have new choices with Ignite's interactive Customer Relationship Guides.