To attract and retain customers, financial institutions today must be able to provide customers with real-time, reliable information about their bank accounts and transactions, no matter where they are located. Anywhere access to actionable account information helps customers control their finances, fight fraud, and conduct their lives more efficiently.
CASE STUDY
FNB's inContact SERVICE
EXEC SUMMARY: REAL-TIME INFORMATION DELIVERY TO ANY LOCATION WORLDWIDETo attract and retain customers, financial institutions today must be able to provide customers withreal-time, reliable information about their bank accounts and transactions, no matter where they arelocated. Anywhere access to actionable account information helps customers control their finances,"To maintain customer trust, it is vital thatfight fraud, and conduct their lives more efficiently.99.9% of the time SMS will be delivered.Clickatell's international alert infrastructureTo address customers' growing demand for convenience and control, First National Bank (FNB)provided the integration needed to extendteamed up with mobile messaging carrier Clickatell to expand FNB's inContact service. The resultingsolution combined FNB's text-based banking alert service and Clickatell's mobile messaging gateway,our inContact service."a state-of-the-art Short Message Service (SMS) messaging platform with global coverage. UsingLen Pienaar - CEO of FNB Mobile and Transactthe solution, FNB not only improved customer service and satisfaction, but also reduced costs andSolutionsfraud - with minimal investment of time and resources.
inContactFNB's inContact service notifies customers immediately of account transactions by sending an SMSmessage to their mobile phone. Real-time, secure, and reliable information on these transactionsProven Benefits for Banks andenables FNB customers to keep up-to-the-minute with all activity taking place in their accounts, andCustomersto monitor and detect fraudulent activity.Clickatell's SMS gateway provides FNB and"Customers say that the SMS alert service provides them with control over their finances," LenFNB customers with the following benefits:Pienaar, CEO of FNB Mobile and Transact Solutions explains. "It has also gone a far way to promotingtheir trust in FNB, and is strengthening brand loyalty."
FNB Customer BenefitsTHE CHALLENGE - ROLLING OUT inContact TO NEW AREAS.Real-time, immediate SMS alerts with FNB wanted to extend its inContact service to ensure that every FNB customer, no matter his orup-to-the-minute information on bankingher location, can benefit from reliable, real-time, text-based alerts. A rollout of this nature presentedtransactionschallenges, however, as transnational communications can be problematic. Clickatell has proved.Rapid detection of and response to invaluable in overcoming these challenges. Delivering SMS messages to almost 700 networks infraudulent activityover 200 countries worldwide, Clickatell is the world's leading mobile messaging carrier and coversmore destinations than any other provider..Control over banking transactions, complemented by increased trust in bankTHE KEY TO EXPANSION - RELIABLE, REDUNDANT LINKS."Hassle-free" implementation and useFNB joined forces with Clickatell in order to benefit from the mobile messaging carrier's robust,dependable SMS gateway. To implement the mobile messaging gateway, FNB used ClickatellFNB Benefitsapplication programming interfaces (APIs) to connect its software applications to Clickatell's SMS.Increased service efficiencygateway platform. Based on open industry standards, the interfaces required minimal integration.Reduced incidence of fraud, particularlyeffort from the bank.in the case of ID theft and fraudulent credit card transactionsThe Clickatell gateway provides FNB with international SMS capability. These international connections.Better customer retention by building must be reliable and redundant, so that FNB can ensure immediate message delivery even whencredibility and strengthening brand loyaltythe main trunk routes go down. Besides Clickatell's real-time delivery capabilities and 24x7 support,its redundant links were a major reason for selecting the Clickatell gateway to deliver text messages..Revenue stimulation as customer "Guaranteed, real-time delivery is critical for transaction-based messages," says Pienaar. "To maintaincommunication costs decreasecustomer trust, it is vital that SMS will be delivered 99.9% of the time. Not only does Clickatell'sinternational alert infrastructure provide the integration needed to extend our inContact service, butwe can also use Clickatell's redundant links when the main carrier lines between two areas fail. Wetherefore have a variety of means of making a connection between regions."
THE RESULT - FRAUD REDUCTION AND COST SAVINGSCust... [download for more]
