How to quickly implement technology that will enable you to work remotely with customers
Create a ‘TSA Pre-Check Lane’ for procurement
When the current environment requires your organization to react and quickly adapt, consider reducing the amount of procurement red tape required to implement technology needed to ensure business continuity.
- Procurement can be the longest, most drawn out step; Start early & figure out a fast lane
- Get the Info Sec team onboard and willing to approve with mitigation contingencies
- Ex: We had a large client with an urgent need. To quickly onboard, in lieu of their very lengthy custom questionnaire and long process, they accepted our existing 1) Type 2 SOC 2 Report, 2) Standard Information Gathering (SIG) report and 3) Financial Audit Report. A six-month procurement process became one month.
Start lightweight (or simply just start)
While there might be an initiative to deploy remote work capabilities across the entire organization, success is easier to deliver in ‘quick wins’ that can be replicated easily. You also have the added advantage of discovering best practices and mistakes early before a widespread deployment.
- Don’t solve too much too fast; save complex integrations for later in a phased approach
- Pick a specific use case that is easy to control (i.e. a low hanging fruit use case with immediate ROI, within a specific business unit)
- Prioritize what you deploy so that your next use case could leverage the first one
Create a clear implementation plan with measurable Key Performance Indicators (KPIs)
First, consider starting the implementation process concurrently with other procurement steps to further expedite the go-live process. Create a ‘Playbook’ that both clearly defines goals and ways to programmatically measure results.
Ex: Existing customers have measured the following metrics: % reduction in Not-in-Good-Order (NIGO), reduction in number of days in the sales process from ‘verbal sold’ to completed submission; % increase in number of electronic submissions, and % reduction in abandonment.
Design a basic ‘remote readiness’ guide for your employees
One of the most difficult tasks when implementing new technology is convincing your workforce and customers to use the new technology. Change can be difficult and some resistance should be anticipated when designing a roll-out plan. The best way to overcome resistance is to provide adequate training, ongoing user support resources as well as incentives for top users. For example, one bank offered paid vacation days for the folks who used the new collaboration platform the most. Another best practice is to offer short training videos on demand in addition to live training sessions. Also, make sure you provide video conferencing etiquette/tips such as:
- Set aside a designated work area
- Choose the right background and lighting
- Frame the camera correctly
- Mute yourself when not speaking
- Ensure your technology works correctly before call
- Wear work-appropriate clothing
These may sound like minor, cosmetic measures, but they can make or break your company’s reputation for professionalism.
How to work with your customers securely in a remote setting – FAQs
What types of customer interactions can be done remotely?
Historically, complex, multi-step applications and workflows are most successful when completed in person. Why? Customers need to be walked through lengthy applications, their identity needs to be verified, supplemental documentation needs to be collected and signatures/acknowledgements are typically required.
Today, all of this is possible through a customer engagement platform, which offers enterprises the ability to conduct actual business with their customers in a virtual environment. This goes beyond the ability to web conference and perform electronic signature. We are referring to the ability to remotely conduct full business with your client as if you were meeting in person.
A few examples:
- Account opening for business banking, wealth, insurance, retirement and other industries that are subject to compliance and regulation
- Account reviews (ex: wealth management investment account review)
- Account maintenance (change of beneficiary, adjustments to funding or account)
- Product applications (ex: insurance, annuity)
- Banking identity verification (KYC) and supplemental documentation collection (ex: utility bill)
- Insurance claim submission and review
- Investigative insurance interviews (suspected fraud)
- Warranty claim submission
- Loan applications
Why is consumer grade conferencing/screen sharing not enough?
Web meetings via solutions like WebEx and Zoom allow you to share information by sharing your screen; and video conferencing allows you to see and talk with others. However, you cannot transact business – especially in regulated industries – via a web meeting or video conference.
Look for a collaboration platform that provides web meeting capabilities plus document collaboration, data entry, data validation, eSignature, photo/video capture and file sharing/upload. Equally as important is advanced security, logging, tracking and integration and workflow capabilities for regulatory compliance, internal controls and process efficiency of the underlying business transaction.
How can I be sure sessions are secure?
A financial services company is a lucrative target for hackers and other bad actors seeking to steal the personal and confidential information entrusted to you by your customers. It is very important that when working with a collaboration platform that the provider is committed to securing data to the highest possible standards. This includes:
- Associating files, photos and videos with unique rooms, encrypted and stored on AWS S3 (AES algorithm and 256-bit keys).
- Encrypting data in transit using HTTPS with TLS v1.2.
- Encrypting video and audio communications using AES-128, using Elliptic Curve Cryptography (ECDHE_ECDSA algorithm) for key exchanges.
Your provider should proactively reduce risk by redacting sensitive information on a regular basis, scheduled based on your requirements. It is also important to have access to tiered admin roles and each user needs to be individually provisioned. Password settings should also be configurable with options to match your specific business and regulatory requirements.
How is customer ID and identity validated in your session?
A primary goal of a virtual experience is to replicate a productive, face-to-face meeting with a customer. For institutions and banks, Know Your Customer (KYC) is an important piece in the digital engagement puzzle. For insurance and other regulated industries, identity verification is also a required step in the process.
It is important for your collaboration platform provider to enable your organization to perform initial and ongoing identity verification requirements by allowing your organization to lay eyes on your remote customers, validate and capture required identification and documentation.
Through your digital engagement platform, your representatives should have the following capabilities,
- Verify a customer or member’s identity while in video conference
- Take a photo of the customer
- Assist the customer in uploading a copy of their photo ID
- Record a video of the customer while in the conference
- Upload required documentation such as a utility bill for verification
- Geolocation capabilities
- API integrations to other third party IDV providers
What data and event records are captured?
When selecting a bank-grade collaboration platform, one of the most important aspects is the audit trail. The audit stores everything that happens between you and your customer in real-time and allows you to see every keystroke, change and alteration, including shared assets like documents and photos. This helps flag and manage potential fraud risk both inside and outside the organization.
Is Remote Online Notary (RON) available in the platform?
Remote Online Notary is coming fast and furious down the pipeline and many state legislatures have approved the ability to notarize through an online platform and use of a webcam. If notary plays a role in your business, you will benefit from the ability to offer this service to your customers. Here are two recent updates on remote notary: general updates and temporary legislative updates.
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