True omni-channel origination & enrollment
A user can start the application for a financial product (let’s say a mortgage) on her smartphone while viewing the house she likes to purchase. She uses the simulation tools to see if she can pay for the home and what her monthly costs would be. She fills in the basic information and then notices she needs to provide details and upload files she doesn’t have at hand at the moment, and closes the application.
While at home she can continue the application she started without losing the already provide details, this can be done by browsing to the OLB app on her regular computer after being triggered by an automatic email she received. During the upload of her salary slips she wonders if she needs to include 2 or 3 statements, she uses the Video Chat feature in OLB to contact the customer contact center and speak to an agent. The agent knows immediate in which step of the process the customer is currently and also what information is already provided to judge what steps should be taken and provide the best information. After all is clear the customer can continue the application herself or can ask the CSR to complete the application.
After submitting the mortgage application, the user can track the application status within the approval process on her smartphone and through OLB in the ‘My Products’ feature. At a certain moment she receives a call by one of the agents to make an appointment in the branch for the final signatures. The branch rep works in the same system with the same information and when the (e)signatures are set, all the information is available to the customer on her smartphone and OLB, and next time she uses the ATM she sees not a boring ‘processing …’ screen but a personal message: “congrats on the house!”