The boundary between the physical and the digital realms seems increasingly destined to disappear: this is a concept that applies to all aspects of today's life. It is a fact for everyone involved, including the Financial Institutions.
Taking on the challenge of this “new reality” requires multichannel strategies that are increasingly focused on customer engagement, based on methods and relying on touchpoints that are most relevant to them, digitising all phases of the relationship, from the purchase to after-sales services. All this, with the awareness that the competitive environment is becoming increasingly more articulated and that Financial Institutions “are not alone anymore”: new players from different sectors (e.g. leading e-commerce, Fintech, etc.) look at the distribution of financial products with increasing interest, taking advantage of their expertise in the full digital management of the relationship with Customers.
With this goal on the horizon, e*finance Consulting Reply partnered and worked alongside the Customer to bring the concept to life. Starting with a thorough analysis of existing solutions available on the Italian and international markets, the key elements of the service were defined:
• pricing and economics
• underlying products
• functioning logic
• content and features
• fruition channels
placing the emphasis transversely on the need to guarantee a simple and innovative digital experience.