The migration of transactions from branches to digital channels has left financial institutions (FIs) in need of new ways to develop human connections. Technology has tried to fill the void but hasn’t let FIs really “see” their customers. Until now.
Q2’s Human Digital Experience (Q2 HDX) breaks new ground. It gives FIs the ability to integrate their digital platform with other systems—whether in the digital channel, through the call center, or in-person at a branch—giving them a 360-degree view of their customers.
Customer service representatives (CSRs) at FIs have historically had a limited view of their account holders’ user profiles and have been forced to access multiple, separate systems to serve their customers. Q2 HDX, now available on Salesforce AppExchange, lets FIs deliver outstanding account holder experiences by merging digital and in-person interactions into one interface within the Financial Services Cloud CRM tool. With Q2 HDX, CSRs can access digital banking channels directly through Salesforce as they work with clients to manage their cases and meet their needs.
With Q2 HDX, CSRs can access digital banking channels directly through Salesforce as they work with clients to manage their cases and meet their needs.
Q2 HDX provides a complete view of each account holder and enables FIs to deliver improved financial experiences by sharing intelligent customer insights directly from Q2’s digital solutions. These insights will drive personalized relationships, help FIs target product offerings, and enable CSRs to better manage customer service requests via integration with the Financial Services Cloud.
“We’re excited about the opportunity to work with Salesforce to improve the experience across all interactions with financial institutions,” said Adam Blue, CTO at Q2. “FIs want to serve their customers well and their customers simply want to be understood. We believe this partnership with Salesforce will help make that a reality.”
The previously fractured view of customers made it difficult to understand account holders’ needs and preferences—much less serve them in a personalized and relevant way. Q2 HDX solves this conundrum. The holistic, data-rich view of customers shows FIs exactly who their customers are; this, in turn, gives them the ability to tailor offerings to their account holders, and build stronger, longer-lasting relationships.
The Human-Digital Experience is Q2’s FinX (Financial Experience) approach in action—empowering the outcomes that make FIs ever-present companions on their account holders’ lifelong financial journeys.
Q2 will be at Dreamforce 2019 in San Francisco to share more about this new integration. To learn what it means for you and your customers, visit our demo pod in the Salesforce Financial Service sector in the exhibit hall; or attend our breakout session with Salesforce and First Financial Bank on Tuesday, November 19, at 5:30 PM at the Intercontinental Hotel.
Salesforce AppExchange, the world’s leading enterprise cloud marketplace, empowers companies to sell, service, market, and engage in entirely new ways. With more than 4,000 solutions, 7 million customer installs and 80,000 peer reviews, it is the most comprehensive source of cloud, mobile, social, IoT, analytics, and artificial intelligence technologies for businesses.
Financial Services Cloud is an integrated platform designed to improve client relationships by making it easy for advisors to deliver a concierge-level of service with personalized, holistic, goal-based advice and service.