Uniform front office

2018

Poll Jet Infosystems and TAdviser

According to poll Jet Infosystems and TAdviser "Uniform front office 2018 is a basis of digital transformation of business", in Russia 52% of large players of the bank and insurance industry already in this or that type use the integrated communication channels with the client. The truth in most cases the functionality of the uniform front office (UFO) and level of its integration with other corporate systems are still insufficient. The Machine Learning elements already apply more than a quarter of respondents to automation of this solution, and another 40% are going to implement these technologies in the next 2–3 years. More than 50 representatives TOP-50 banks and TOP-20 insurance companies participated in poll: Chief information officers, their deputies and also heads of business divisions.

Projects of creation of the uniform front office are relevant for large players – on this way there are already Sberbank, VTB Group, Alfa-Bank, Tinkoff bank, etc. The concept of EFO means consolidation of all communication channels with the client for receiving by the most complete information about is mute. Using these data, the company can significantly increase service quality, predict incoming requests and timely offer additional products increasing efficiency of Up-sell and Cross-sell (increase in a sales amount and cross-sales).

Historically in most the Russian financial companies the set of separate sources of data on clients collected that significantly complicates service processes. Assessment of readiness of banks and insurance to the innovative frontal solutions was an objective of this research, – Vladimir Molodykh, the director of development and deployment of Jet Infosystems company notes. – In Russia there is yet no organization in which the uniform front office is already completely created and well debugged. But the market actively moves in this direction, and taking into account the growing competition for clients this trend will only amplify. We see it also on own experience, implementing with some large companies such integration projects, and on survey results, this sector which is carried out among the most noticeable players.

In all organizations which implemented EFO the solution covers contact centers and remote channels (first of all – online). Over 60% of respondents implement this concept on the Oracle platform. However quite often EFO is understood as data of interfaces of the different systems in a single window.

Among main advantages of a system of 74% of respondents selected its opportunities for fall forward of work with data, and 92% — use of the single database of clients for all channels of service.

At the same time the organizations using EFO, as a rule, integrate it with the system of a business intelligence (BI). Using business analysis tools most the polled companies solves problems of providing the management reporting at the different levels (92%) and also estimates of current statuses on indicators (68%). Among new tasks which are going to be solved using BI most of respondents (including BI which did not implement yet) are guided by providing the management reporting (92%) and also by pro-active informing on problems in these or those business processes (48%).

The companies which already began to use machine learning for automation of the front office are focused on forecasting on clients and behavioural analytics (85%) and also on service quality improvement, including in call centers (54%). Besides, among priority tasks for the future increase in Up-sell and Cross-sell of activities (55%) is noted.

The complete version of a research is available here.