Collaboration & Forms
Klarion’s Collaboration and Content Sharing application tool enables agents to work collaboratively with customers over multiple devices to ensure quick resolution of issues, and more efficient conversions for both inbound and outbound sales calls.
Klarion ensures your virtual customer journeys can retain the ‘human touch’ which customers are still requiring for critical financial advice journeys despite the quick adoption of digital during the pandemic. In parallel you can increase efficiency, increase the tailored service you offer to your clients, differentiate from your competitors, and create potential for new revenue streams.
Any process that requires seamless sharing of content, collaborative sessions, or high touch journeys where users want to be guided through processes or need to sign or share key documents in a highly secure environment. Currently these touch points often operate independently, where the customer will receive an interrupted experience via a mix of online portals, email, post, and telephone. Not only does this lead to a frustrating experience on the customer side it leads to extensive wasted time on representative side, chasing and awaiting responses via the various mediums.
Importantly from a data collection perspective, Klarion can also conduct end of session review which can either gather servicing data on specific representatives or the digital experience itself, providing continually data insight on the team and the customer experience.
Reinventing the Financial Service Value Chain
Supporting customers new and existing
Sales journeys are often long and complex. From loan applications to property insurance, common stumbling blocks often break customer journeys, creating friction and frustration and inflating drop off rates.
With the current market saturation, this is a risk Organisations cannot afford to take.
Klarion suite of omni-channel products enhance sales and retention journeys, by providing a seamless experience and allowing you to serve efficiently, all whilst meeting regulations and keeping your customers happy and business flowing.
Signing up for new products
First impressions matter. 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
Classic Onboarding Journey
Customer enquires about opening an account
Agent processes the application and needs to collect documents
Customer is required to visit a branch to provide and scan documents
Application is manually processed and sent to back office
Documents are verified and the account is opened
Klarion Onboarding Journey
Customer enquires about opening an account and joins a collaboration session
Agent processes the application and needs to collect documents for KYC
Documents are verified and approved in real time
Client signs electronically the agreement and account is opened
When things go wrong, make it right!
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.
Classic Claims Journey
Customer contacts call center and agent initiates a claim
Case is sent back for initial assessment
Customer is mailed documents to complete and return
Documents are manually processed and sent to back office
Steps repeat if additional information is required
Decision is made about the claim
Customer sent decision information by post
Klarion Claims Journey
Customer contacts call center and agent initiates a claim and joins a collaboration session
Agent captures claim details, collects evidence and shares any important information with the customer
If information is sufficient, agent approves the case during the call
Documents are automatically sent to back office and customer is notified of the claim decision
Jointly complete tasks to expedite resolution successful call to create a slick customer experience
High Level Support
RM’s and customers can share screens and complete tasks together
Enhanced Data Collection
Sync valuable customer data between Klarion and your CRM
Allow customers to easily accept terms and conditions and provide consent.
A session can be initiated without any need to download software.
Available on any Device
Collaboration sessions are available on smartphone, tablet or PC.
Increase your customer satisfaction
Ideal for Outbound
Achieve improved performance for sales, campaigns, and call- backs.
Empower purchase decisions by providing visual displays of products.
With Klarion you can create an entirely different type of interaction with customers; walk through customer documents live, receive media including identification documents, e-sign documents, co browse the internet, all whilst engaging in a live video call. This provides a streamlined and guided customer experience in a user friendly fully client branded digital interface. Klarion’s solution can be initiated with a click of a link sent to the customer’s smartphone, tablet or PC and requires no download or bespoke app. The result is a smooth, visual experience that enhances customer satisfaction and allows agents to complete calls effectively and efficiently.