Ambit Customer Service Platform

Attracting and retaining customers has become more difficult in recent years as banks face competition from inside and outside the industry, in an increasingly globalized market.

Retail banking customers today are more sophisticated and knowledgeable in their banking expectations and are more discerning in the selection of their banking providers. In order to address these challenges, banks need to improve the customer experience and optimize customer relationships to avoid customers transferring their allegiance. 

There is a solution: SunGard’s Ambit Customer Service Platform 

Ambit Customer Service Platform enables banks to deliver a superior banking experience in order to help acquire new customers and expand their relationship with existing profitable customers.  It is an essential tool to rebuild trust with customers and to establish a reputation for best-in-class service standards. Providing staff with a single integrated and true 360-degree view of customer relationships will increase customers’ confidence that they are dealing with knowledgeable, trustworthy and credible professionals.  It is a truly customer-centric solution consisting of three principal elements:

• A central customer repository containing all customer and product information 
• Embedded case management to record customer interactions and help bank staff to effectively manage and quickly resolve customer issues and queries 
• Integrated sales campaign functionality to empower staff to up-sell and cross-sell more effectively.

Ambit Customer Service Platform enables an enterprise-wide single view of a customer’s profile, holdings, and bank interactions, with an easily configurable staff dashboard of pertinent information allowing the staff to provide meaningful and enhanced customer interactions. 

To optimize relationships, the repository of customer information helps with targeting and cross-selling products and services that closely match a customer’s profile as well as deliver customer service excellence by anticipating a customer's needs and resolving any issues that may escalate to a level that could incites a customer to look elsewhere for their banking needshelp.

Furthermore, Ambit Customer Service Platform is built on a process-driven architecture to ensure that all operational processes within the solution are managed through service-level agreements and monitored closely for escalation so that the customer’s experience is consistent, seamless and of the highest standard across all channels of delivery.

Read the SEB Banka customer testimonial and how their deployment of the Ambit Customer Service solution facilitated the delivery of sophisticated, relationship-centered services and enabled branch offices to provide products and services to clients in a customer-centric and personal way.