Description: The article is about bmo login. The author shows how Bank of Montreal Financial Group moved from reactive, non-relevant customer interactions to proactive, real-time response customer interactions. They achieved project payback in nine months.
My name is Gayle Ramsey, I am the vice president of customer analytics for BMO Financial Group. BMO Financial Group has been established since 1817, it has been existed for almost 200 years. We delivered well diverse sets of financial services for individuals, businesses, governments and corporations.
The customer interaction in the beginning was our reaction to the customer needs. It wasn’t proactive, we didn’t have a full view of what was relevant to that customer. The channels that we originally started four years ago were traditional channels.
We had direct mail, messages out to the frontline and statement messaging. It was based on monthly data. It was delayed, it was not relevant to the customer. Our goal in terms of evolving from traditional interaction with the customer was looking at their needs. Most of our customers are moving to more digital focused channels. We want to evolve with them.
We want to be able to expand and be able to serve them regardless of the channels they came in, we want to let them feel that they have the conversation with the bank.
The trust we put in TIBCO is their ability to provide us the business services and the real time event capability. That ability is needed, our customers want it. Our salespeople want it. By having that partnership, we have the capability to share the experience with our customers.
We leverage the TIBCO business process management tools to automate the process workflow and the resource assignment to those workflows. It dramatically shortened the approval times and allowed us to get back to our customers much faster. We were using TIBCO spotfire data visualization capabilities to allow us to look into the line of business productivity.
We have looked at our service availability informations, it allowed us to be able to cut through the large volumes of datas. We are able to create insights in a much more timely manner. We’re able to reduce the time to market by 30% for the service integration platform and for the Business Process Management automations.
We consistently see 30 to 50% of reductions in time to market. By using the past history of a customer, we can leverage that in terms of real-time decisioning. I call it sense of response. It’s able to identify the customers’ actions and know what is significant to them.
Using the capability of the business processes allows us to response and react to that actual activity the customer has done. The the platform omini and the business events capability allow us to maintain a history or view of a customer, we can use that into the next channel.
It records an event that we’ve asked them to keep an eye on. We can leverage that when a customer walks into another channel, we can pass that information to our engine that makes decisions, it will decide what to present and present it in other channel.
The TIBCO was part of real-time relevant offers, the investment that we put in to build it was paid back in about nine months. Responding to a customer’s event is critical. We move from months to days, we do it in the real time. With the strong foundations that we have based on TIBCO platform, we will be able to continue to provide great IT capabilities to support the business with focusing on the customer experience.