Customer Journeys

Our solutions are used to streamline a full range of sales and service journeys, and our expert team are here to help you design effortless experiences to delight your customers.

Providing a helping hand to customers new and old

Sales journeys today are often long and complex. From loan applications to health insurance, phone purchases to the connected home, common stumbling blocks often delay or break customer journeys, creating frustration for customers and inflating drop off rates.

With markets nearing saturation and margins being squeezed, this is a risk that organisations cannot afford to take. Flexible and scalable solutions must therefore be found to common stumbling blocks, such as difficulties in explaining complex products, exchanging documentation and verifying identity.

Our suite of omnichannel products enhance sales and retention journeys by eliminating breaks and delays. Our products are used across financial services, utilities and telcos for a range of personal and commercial journeys. From CCAs to DDMs, our solutions are tailored to help you meet regulations, keeping your customers happy and business flowing.

A typical sales journey

A typical Vizolution journey

Setting customers down the path to success

First impressions count. Setting the precedent for success is vital as you on-board new customers. However, complex regulation or multiple signatories can create obstacles to offering the seamless service customers expect and, without the right tools, agents may be at risk of compliance breaches.

Finding ways to overcome these hurdles can be challenging for organisations. However, the era of digital transformation has created a range of new opportunities for those looking to step ahead of their competitors.

Whether it’s a personal or business customer, single or multiple signatories, our range of omnichannel products offer a flexible and scalable solution bespoke to your onboarding requirements. We integrate with credit agencies like Experian or Equifax to ensure a smooth KYC process, or whichever regulations you are obliged to meet.

A typical onboarding journey

A typical Vizolution journey

Optimising business processes

For many organisations, the status quo does not always represent the best way to serve customers’ needs. Legacy systems have meant service journeys are often paper-heavy and inefficient, inflating costs and creating frustration amongst customers.

With even simple requests such as name or mandate changes often requiring document validation, it’s important that organisations provide simple scalable platforms to serve customers and facilitate their evolving needs.

Our suite of omnichannel solutions enhance service journeys by automating document collection and verification processes. In doing so, we simplify journeys, lower costs and reduce transaction times, keeping your customers smiling and businesses running smoothly.

A typical bereavement journey

A typical Vizolution journey

Uncovering what you need to know

Retrospectively collecting customer information is no easy task, but stringent regulation has increased the need for accuracy in client data. Reaching out to customers who are often unwilling to interact on anything other than their own terms can be a costly and challenging exercise, diverting valuable resource away from more profitable interactions.

Nevertheless, a failure to do so leaves organisations at risk of regulatory penalties. The challenge for organisations is therefore collecting information in a way that is as simple and easy as possible for customers, while also ensuring business drivers like efficiency are maximised.

Our suite of omnichannel products automate the remediations process, enabling customers to give you the information you need, in a way that works for them. With automatic reminders and document upload functionality, we remove the chasing, paper heavy processes and customer frustration that hinder your remediations journeys.

A typical remediations journey

A typical Vizolution journey

Getting customers back on track

With nearly one in five UK adults affected by problem debt, it’s important that organisations are able to help customers when they get into difficulties. Once a problem has been identified, the priority for banks is to drive the next action in a clear and efficient way.

Whether it’s guiding customers through the Income & Expenditure process, transferring products or obtaining new agreements, it is in the interests of both organisations and their customers that these processes should be as simple and efficient as possible.

Our suite of omnichannel products streamline collections processes by enabling agents digitally capture customer information, explain repayment plans and product transfers, and collect electronic signatures. In doing so, we help you maximise value and put customers on the best repayment plan for them.

A typical claims journey

A typical Vizolution journey

Making things right when things go wrong

The digitalisation of the claims journey has been driven forward by efforts to improve both customer experience and efficiency. Despite this, many organisations still rely on unfriendly paper-heavy processes that are both costly and slow.

With many claims journeys carrying emotional weight, the speed and quality of support an organisation can provide is often the differentiator between the industry leaders and laggards. With digitalisation offering low costs and enhanced experiences, it is now up to organisations to find innovative new solutions.

Our suite of omnichannel products enable agents to give customers high touch support at substantially reduced cost but enabling the digital capture of information and documentation. By doing so, we ensure claims are accurate and journeys efficient.

A typical claims journey

A typical Vizolution journey

Effortless journeys mean happier customers and more value for your business.

Delighting your customers with a simpler, effortless experience creates a tangible uplift in your KPIs: fewer remote journey drop-outs, higher sales conversions, lower cost to serve and improved regulatory compliance. It also increases satisfaction, loyalty and brand advocacy over time.

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