Ayini ama-KPI angu-9 aphezulu e-Digital-First Banking?

Amabhange angaba nenqwaba yama-KPI awasebenzisela ukukala impumelelo yawo. Ukugcinwa kwekhasimende, ukungena kwekhasimende, ikhwalithi yempahla, nezimpahla ezingaphansi kokuphathwa kungamanye ama- KPI avamile asebhange asebenza cishe kuwo wonke amabhange. Nokho amabhange athola inzuzo yoguquko lwedijithali ekusetheni ama-KPI ahlobene ngokuqondile nokulinganisa impumelelo yezinhlelo zawo zedijithali ezibheke amakhasimende. Sihlonze ama-KPI ayisishiyagalolunye athintwa ngokuqondile ukuqaliswa kwenkundla yedijithali. Lapha, sizohlola ukuthi babhekisela kuphi, nokuthi kungani bebaluleke kangaka ebhange lakho lesimanje noma inyunyana yezikweletu.

1. Amanani Wokuqedwa

Ucwaningo olwenziwe ngabakwaDeloitte luthole ukuthi u-40% wabathengi sebeyishiyile inqubo yokuvula ama-akhawunti ebhange. Lapho bebuzwa ukuthi kungani iningi labathengi licaphuna amaphepha amade kanye nemibuzo eminingi yomuntu siqu ebuziwe. Ukuvulwa kwe-akhawunti akuyona ukuphela kwenqubo yasebhange evame ukuhluleka ukuqedwa, nakuba ngokungangabazeki ibaluleke kakhulu emgqeni webhange. Izicelo zekhadi lesikweletu nezemalimboleko nazo zivame ukushiywa ngenxa yezizathu ezifanayo. Khumbula lokho amakhasimende aqala inqubo ahlala enenhloso yokuyiqeda - ngaphandle kwalokho, abengeke ayiqale ekuqaleni! Amakhasimende akwazi ukugcwalisa futhi athumele izicelo zawo ku-inthanethi ngo-100% maningi amathuba okuthi afinyelele entanjeni kunalawo abhanselwa kokungewona.iziteshi zedijithali noma igatsha elingokoqobo.

2. Isikhathi Sokuthola Imali (TTF)

Lena i-KPI efanelekile kumabhange agxile kudijithali , kanye nababolekisi bezimoto nezinyunyana zezikweletu. Kungakhathaliseki ukuthi bathenga umuzi, imoto, noma enye into, abathengi abasenaso isineke sezinqubo ezinde zokufaka isicelo semalimboleko — kanye nesikhathi sokulinda esingenakugwenywa esihambisana nalezi zinqubo . Eqinisweni, ucwaningo lwakamuva lweLightico luthole ukuthi u -42% wababoleki abashiye izicelo zabo zokubolekwa izimoto bakwenze lokhu ngoba kuthathe isikhathi eside ukuxhaswa. Abathengi bajabulela ukulethwa kosuku olufanayo ku-Amazon Prime, amamuvi adingeka kakhulu ku-Netflix, kanye nesevisi yamatekisi ngokuchofoza uhlelo lokusebenza lwe-Uber. Badlulisele lokhu okulindelekile ukuze bathole isevisi esheshayo kuzo zonke izici zempilo yabo, futhi ukugunyazwa kwemali mboleko yabo kuyafana.

3. I-Turnaround Times (TAT)

Isikhathi sokushintsha (i-TAT) sisho isikhathi esisithathayo ukuze isicelo sekhasimende sigcwaliseke, okubaluleke kakhulu esikhathini lapho ukubekezelela kwamakhasimende izikhathi ezinde zokuphendula kuhlala kwehla. Ukuze benze lokho, abathengi kufanele bakwazi ukufinyelela emabhange abo besebenzisa isiteshi abasithandayo, ikakhulukazi esadijithali , futhi bathole impendulo efika ngesikhathi, ewusizo ngaso leso siteshi. Isibonelo, ikhasimende elifinyelela ngombuzo ku-Facebook Messenger akumele litshelwe ezinsukwini ezimbili kamuva ukuthi lishayele inombolo yocingo yesevisi yekhasimende. Izinyathelo ezinjalo zedijithali azisizi ngalutho ngoba azinciphisi izikhathi zokushintsha - nakuba zinamandla okwenza ngokwandisa isevisi yamakhasimende ngaphezu kwamahora avamile.

4. I-Call Handle Times (AHT)

Isikhathi Esimaphakathi Sokuphatha (AHT) sikala ubude obumaphakathi bekholi yomenzeli wesikhungo sezingcingo nekhasimende. Njengoba noma isiphi isikhungo sezingcingo sazi, ukuthuthukisa izikhathi zokusingatha izingcingo kubalulekile ekugcineni ukukhiqiza kwe-ejenti nokwaneliseka kwamakhasimende . Ukusebenzisa izinqubo zedijithali kungasiza kakhulu ekufinyeleleni le migomo. Isibonelo, zama ukuhlola inqubo evamile yokuphatha amakholi, futhi ubone ukuthi yiziphi izici ezingashiywa ekurekhodweni okuzenzakalelayo. Imboni yamabhange nayo ingazama ukukhomba imibuzo engasabalulekile. Isibonelo, ikhasimende lingacelwa ukuthi ligcwalise imininingwane endaweni ephephile eku-inthanethi, efakwa ngokuzenzakalelayo kuma-PDF futhi ifakwe ku-CRM yomenzeli. Lokhu kuqeda isidingo sokuthi ama- ejenti abuze imibuzo eyisisekelo, ukuze akwazi ukuchitha isikhathi esiningi ekuxazululeni izinkinga futhi esingaphansi ekuqoqweni kolwazi ngesikhathi socingo.

5. Amazinga Okuguqulwa

Ukwamukela ubuchwepheshe bedijithali - kokubili ngemuva nangaphambili - kungakhuphula izinga lokuguqulwa kwamabhange. Kodwa kanjani? Amafenineli okuthengisa adume kabi, futhi akuwona wonke amabhange anekhono lokulandelela ulwazi olufana namathuba afanelekayo, amathuba alahlekile, ubude bomjikelezo wokuthengisa , nokuhlukaniswa kwegatsha, isikhulu sokuthuthukiswa kwebhizinisi, kanye nomkhiqizo . Ngasohlangothini olungemuva, amasistimu azenzakalelayo, okungcono asekelwe ngamafu angasiza amabhange agweme ama-silo agcina ulwazi olubalulekile lufihliwe. Ukusebenza ngezilinganiso zokuguqulwa kulula uma wazi ukuthi ubhekene nani. Ngasohlangothini olungaphambili, ukwenza izinqubo zekhasimende kudijithali kukhiye ekwandiseni amazinga okuguqulwa. Ukuvumela amathemba ukuthi angene kalula esiteshini esisodwa sedijithali ngaphandle kwanoma yimaphi amaphepha aphathekayo noma ukuvakasha kwegatsha kususa ukukhungatheka okuvame ukuba nomthelela ekuguquleni.

6. Izinga Lokugibela

Uma amathemba asebhange esebonise inhloso yokubhalisela i-akhawunti, into yokugcina okufanele amabhange ayenze ukwenza leyo nqubo ibe nzima kunalokho okudingekayo kuwo. Amabhange amaningi kakhulu asadinga amakhasimende anentshisekelo yokuvula i-akhawunti ukuze ahlele i-aphoyintimenti, agcwalise izinqwaba zamafomu, futhi asayine mathupha ikhasi ngalinye le-legalese. Amakhasimende angenaso nje isikhathi salokhu anesibopho sokufuna iqiniso ibhange lokuqala ledijithali elingeke lidinge ukuthi bakhiphe isikhathi osukwini lwabo ukuze bagcwalise amafomu okubamba imiqondo. Yebo, amabhange asenezimfuneko zokuthobela okufanele azithobele. Kungakho ukuvumela amathuba ebhange ukuthi agibele ngesiteshi se-inthanethi esivikelekile njengewebhusayithi noma i-smartphone kugcina amanani okugibela ephezulu. Lapho, amakhasimende angalayisha amadokhumenti , aqinisekise i-ID , agcwalise amafomu enziwe ngeselula , futhi asayine noma athayiphe i- eSignature yawo.

7. Lahla Isilinganiso

Ngokuphambene, ukulahla amanani ayakhuphuka lapho ukugibela kunzima noma kudla isikhathi. Ngokocwaningo olulodwa , umkhakha wezezimali unesilinganiso sokulahlwa esiphelele cishe esingama-76%. Nakuba amathemba afika ezicelweni ngokusobala efuna ukuthenga, ukuvula i-akhawunti, noma ukuthatha esinye isinyathelo, ngokuvamile avinjwa imiyalelo yefomu engacacile, ukubukeka nomuzwa odidayo wohlelo lokusebenza, kanye nokuqondiswa kabusha kwezinye iziteshi. Ngakho, balahlekelwa yikho konke ugqozi lokuqhubeka nokucubungula, ezikhathini eziningi baya koqhudelana naye onikeza izinqubo ezilula, ezisheshayo .

8. Amaphuzu Okuthinta Amakhasimende

Amabhange asebenzisa idijithali ngokuvamile ayaziqhenya ngeminikelo yawo entsha yama-omnichannel. Kuhle ukunikeza amakhasimende izinketho zokuthi aqala kuphi uhambo lwawo lwamakhasimende . Kodwa amabhange ngezinye izikhathi akhohlwa ukuthi lokho amakhasimende akufunayo ngempela - futhi okungajwayelekile ukukuthola - yikhono lokuqala nokuqedela inqubo esiteshini esisodwa. Nasi isibonelo sempilo yangempela se -omnichannel enezinhloso ezinhle ahambanga kahle: Kuhle ukuthi amakhasimende angakwazi ukusebenzisana namabhange awo ngochungechunge lwama-chatbots, izinhlelo zokusebenza zemiyalezo, nezinhlelo zokusebenza zeselula. Kodwa akubasizi ngalutho uma bejikijelwa kwesinye isiteshi beyiswa kwesinye ngaphandle kokuxazulula inkinga yabo. Amakhasimende amaningi ahlangabezana nezindawo zokuthinta eziningi kakhulu phakathi nohambo lwawo lwamakhasimende azovele ayeke. Futhi ibhange labo ngeke bahlakaniphe kakhulu. Yingakho amabhange kufanele aqaphele ngokutshala imali eziteshini eziningi zedijithali ngaphandle uma ekwazi ukugcwalisa isicelo sekhasimende ngokuqondile kuleso siteshi. Isibonelo, ikhasimende elithumelela ibhange umlayezo mayelana nokubhalisela ikhadi lesikweletu kufanele lithole isixhumanisi sefomu lesicelo khona kanye kuleyo sistimu yemiyalezo. Akufanele ziqondiswe kwenye indawo.

9. Ukwethembeka Kwekhasimende (NPS)

I- Net Promoter Score (NPS) ingase izwakale njengemethrikhi engacacile, ethambile ukuze amabhange edijithali agxile kukho, kodwa lokho ngeke kube kude neqiniso. Ngokocwaningo olwenziwa yi- Bain & Company , izinkampani zezinsizakalo zezezimali ezikhuphula ukugcinwa kwamakhasimende azo ngo-5% zibona ukweqa okungu-25% enzuzweni. Ukwandisa ukwaneliseka kwamakhasimende kuholela ekuthembekeni okukhulu, okunomthelela omuhle oqondile emigqeni engezansi yamabhange. Futhi emhlabeni wanamuhla wedijithali , ayikho indlela eqinisekile yokwandisa ukwaneliseka kwamakhasimende nokwethembeka kunokunika amandla uhambo lwamakhasimende olukude oluyidijithali ngokugcwele. Ibhange elizinze e-Singapore elibizwa nge-DBA lithole ukuthi nakuba amakhasimende alo edijithali angase abize ngaphezulu ngokuphindwe ka-1.5 ukuze asebenze kunamakhasimende angewona awedijithali , akhiqiza cishe imali ephindwe kabili. Lokho kungenxa yokuthi kubiza kancane ukuthola, ukuthatha imali mboleko eyengeziwe, ukutshala imali eningi, nokuba namadiphozithi aphezulu. Ucwaningo lukaLlightico luqinisekisa ukuthi intshisekelo yamakhasimende kumabhange edijithali iphezulu kakhulu. Ucwaningo olwathathwa ngoMeyi 2020 lwathola ukuthi u-79% wabathengi baseMelika manje bafuna izinqubo eziningi zedijithali emabhange abo. Ukuxhumana phakathi kokwenziwa ngedijithali nokwethembeka akucaci kahle.

Okubalulekile: Ukugxila Kwamabhange Edijithali Kufanele Kube Kuma-KPI Ahlobene Nekhasimende

Amabhange e- Digital -first abeka ikhasimende esikhungweni sayo yonke into eliyenzayo, futhi avuna izinzuzo zalo ngokuya ngamazinga aphezulu okuguqulwa, izikhathi ezimfushane zokushintsha, nokusebenza kahle kwe-ejensi. Ngakho, amabhange aphezu kwenqubo yokwenza amadijithali kufanele agxile kumamethrikhi ahlobene ngokuqondile nokuzuza nokunakekela amakhasimende . Isixazululo se- eSignature sika-Lightico samabhange singasiza izikhungo zezezimali ezizibophezele ohlelweni lokuqala lwedijithali ukuthi lusebenze ngokudlulele uma kukhulunywa ngawo wonke lawa ma-KPI. Inkundla yethu ivumela ama- ejenti ukuthi adayisele futhi anikeze usizo amakhasimende asebhange ngesixhumanisi esivikelekile somlayezo wombhalo othunyelwa kumakhasimende esivula indawo yeselula. Lapho, amakhasimende angalayisha amadokhumenti , agcwalise amafomu, anikeze i- ID , enze izinkokhelo, futhi engeze isiginesha yedijithali . Ngokwesilinganiso, amabhange asebenzisa isixazululo sethu abona inqubo yokugibela esheshayo engu-33%, izinga lokulahlwa eliphansi elingu-67%, kanye no-25% elikhuphukile izinga lokuguqulwa.