FUCO&SOLUTION: Personalized Bank Statements for Cross-selling and Up-selling
Alex Lin, Chairman and CEO Capabilities such as mobile banking have quite significantly changed the way banks and other financial institutions connect with their customers. Banks can now carry out output management efficiently by producing account statements, which users can conveniently access using their smartphones. While these statements serve the purposes of providing the transaction details and account summary to the customers, they lack when it comes to cross-selling of bank’s products. Alex Lin, Chairman and CEO of FUCO&SOLUTION believes that financial bank statements are the most efficient and valuable channels for communication between banks and customers. Considering this, FUCO&SOLUTION monetizes the bank statements and enables cross-selling and up-selling of financial products along with effective content management.
Holding a staggering 40 percent market share in Taiwan, FUCO&SOLUTION personalizes credit card and bank statements for mobile devices by integrating their software with the bank transactions. “People don’t go to their mobile banking apps or online banking portals to explore other products offered by the banks. They might do some transactions, but they never buy cross-selling products,” explains Alex, addressing the obstacles faced by the financial organizations in marketing their products. The bank statements not only help in marketing variety of products offered by the company, but also deliver a convenient method of follow-up for the transactions made by the customers. Using the transaction history, customer preferences, and purchasing behavior, the statements offer financial advisory on products such as loan applications, installment payment methods, and mortgage feasibility.
Statements not only help in marketing various products offered by the company but also deliver a convenient method of follow-up for the transactions
The company offers a content manager application that allows customers to drag and drop financial products into their statements; credit card/bank statements then deliver a personalized suggestion of products to the customers. Robo Devicer is an advisory module of the application that understands customer preferences by providing them with questionnaires—answerable with a mere tap of the finger. This helps in understanding the customers’ requirements to cross-sell a variety of products. The module also facilitates KYC (know your customer) services to enhance the communication between the banks and their customers. Stacked with Robo Devicer, the company’s platform helps understanding customers’ spending behavior and credit card usage to deliver tailored product suggestions and services. The platform also enables customers to earn loyalty points and rewards to avail discount and benefits in succeeding transactions.
The wide array of CRM services— statements, content management, and cross-selling of products—bundled with the transaction summary results in higher gross-revenue and profit margins with greater customer retention for banks. FUCO&SOUTION delivered similar outcomes to a bank with 33 million cardholders accounting for 33 million paper printed statements. FUCO&SOLUTION helped the client save three million dollars on an average by eliminating paperbound processes and replacing the same with digital credit card statements. Further, the client also attained cross-selling revenue generated by e-commerce, initially outsourced to third-party vendors.
Reminiscing his prior work experience of assisting financial institutions, Alex talks about the challenges faced by the industry, “We found out that no matter how complicated or simple the system, output management (statements) is the highest priority.” Having earned a reputation for their personalized statements, the company is rapidly growing in the Asian market and soon hopes to target the American audience by bolstering their products and services. The company also aims to adapt to blockchain technology in the near future and hopes to expand their portfolio with insurance products.
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Dr. Steve Hodgkinson, CIO, Department of Health & Human Services in Melbourne, Australia
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