by Joe Vaccarella | Jan 31, 2020 | Blog, Communications, Customer Service, Multi-channel, Omnigage, Thought Leadership
Joseph Vaccarella, Client Instant Access & Manish Patel, Tier1 Financial Solutions
Advancements in technology are helping sales, research and trading desks with more collaborative components to help them optimize their client relationships. Buy and sell-side firms have voiced that exchanging ideas and working together to achieve common goals around technology innovation is the optimal route. Fintech partners feel the same way and are increasingly collaborating on ideas and integrating their solutions to create a more efficient and streamlined workflow for all capital markets participants.
In this piece, we’ll be taking a look at why the marriage of customer relationship management (CRM) tools and multi-channel engagement technology is the perfect fit for today’s structural and regulatory landscape.
Fostering Better Communication by Embracing Collaboration
Managing a trading desk is already a loaded job, so streamlining your technology suite has to be a top priority to help ensure a productive workday. It’s imperative that managers dispose of the inefficiencies that can linger on sales and research desks such as weeding through spreadsheets, as these processes can consume an exorbitant amount of time in what is usually a hectic schedule.
A robust CRM that’s supported by multi-channel communication tools streamline business processes and reinforces compliance protocols. This alliance of solutions allows you to communicate with your clients seamlessly via greater computer telephony integration (CTI) connectivity, whether by one-click-to dial, text, email or blast a voicemail. By taking the time to identify and develop relationships with premium technology partners, daily workflows are drastically improved which empowers company-wide innovation.
Unified communication is critical in today’s evolving marketplace. Getting there, however, can be challenging. While communication is often disparate and siloed across multiple platforms, a more productive approach leverages a unified platform that is purpose-built for financial services.
This allows users to quickly maximize calling, incoming call notifications, SMS, and email without having to exit their CRM. Capturing detailed activity history directly within your CRM across bulk and direct interactions not only saves time but also ensures accuracy over outdated manual entry processes.
Streamlined Efficiency through Automation
Although daily forecasts and weekly reports are two of the key value-add services that clients expect from research analysts, leaving messages for clients each morning is a cumbersome and time-consuming task. Pre-recorded messages covering multiple topics can alleviate this issue for both the end-user and the analyst. Messages can be blasted to clients overnight and available each morning as one of their top priorities.
Through a combination of CIA’s and Tier1’s offerings, market participants achieve a more seamless route to the pieces of research they want to hear about, using features such as Click-to-Dial. CIA’s Click-to-Dial saves users nearly 12 minutes for every 10 calls made and an hour for every 50 calls. By the end of a full work-week, this translates to almost an entire extra day of time saved that can be repurposed toward servicing clients and developing research.
In addition to saving time, there’s a compliance facet of working with vendors. CIA is SOC2-certified and has been engineered to meet critical regulatory guidelines, while Tier1 manages the increasing levels of relationship risk that exist between buy and sell-side counterparties in an increasingly regulated financial landscape.
With call lists more strategically organized and rapidly processed, users reach a wider audience through increased processing speed. As the number of calls per session increases, so will the likelihood of reaching clients for a one-on-one conversation. In instances where a live answer does not occur, a user can easily leave a pre-recorded message guaranteeing a rich, client touchpoint.
Interaction data gathered by the system can effectively be used to provide client engagement insights to enhance a communication strategy. For example, the CIA offering delivers a Best Call Time metric that will define the hours of the day a client is most likely to answer a call live. Such insights that are integrated with a CRM will allow a user to organize their day and ensure the most valuable outcomes from their engagement efforts.
Subsequently, having access to data on the best call time increases the chance of successfully delivering your message and fostering the relationship.
When encountering a situation where contacts do not want to be called, there’s the option of sending a message from your CRM. Sometimes a succinct text message is all a client may need. In addition, you have the option to still send a standard email with the latest research report as an attachment, helping to ensure a more personal relationship with the client while letting them know that you have their interests in mind.
In either case, users benefit from built-in efficiency, robust CTI connectivity and a compliant technology suite, allowing them to focus on their message instead of the laborious data-input process.
Leveraging the Next Generation Cloud CTI
Collaboration between technology providers and end-users drives greater efficiency, scalability and flexibility. For professionals across capital markets, collaboration helps convert bulk outbound activities into high-value engagements and multi-channel inbound inquiries.
By using a communications resource that integrates CRM and telephony capabilities, users can initiate a high-value, one-on-one engagement through multiple channels. Whether through voice, SMS or email, this approach allows sales and research personnel to conveniently contact a client while having the interaction automatically recorded and create bulk engagements that reach large audiences with minimal time investment.
Maximizing the functionality of your relationship management tools and merging them with multi-channel engagement technology streamlines the pursuit of generating high-value relationships. Tier1’s open architecture, single pane of glass view provides end users with the flexibility they need, while CIA is the catalyst that makes visibility simple, allowing research analysts and salespeople to easily get in front of clients.
From trivial items such as converting a missed call into an SMS conversation to more onerous tasks such as organizing an entire client list, the marriage of CIA’s and Tier1’s premium services creates a glide path to greater customer engagement and optimal end-user performance.
For more insight, visit us at the Tier1 Capital Markets Lounge at Dreamforce 2019- www.tier1fin.com/dreamforce-2019.
ABOUT CLIENT INSTANT ACCESS, LLC
Client Instant Access, LLC was founded in 1997 and is headquartered in Parsippany, N.J. Our state-of-the-art dialing, messaging and conferencing services have made us a leader in the telecommunications industry, and we are the provider of choice on Wall Street and for financial institutions around the world. Co-founder and CEO Joe Vaccarella has over twenty years of conference calling and messaging experience, while the rest of the seasoned senior management team boasts over fifty years of diversified telecommunications experience. CIA employs approximately 100 professionals and maintains a 24-hour on-site conference calling and customer service support center to meet our clients’ needs. We offer the fastest, most productive and reliable systems available in the marketplace to a wide variety of industries. We also provide detailed reporting, feature-rich options, compliance tools and database management resources that rival other companies’ much more expensive Customer Relationship Management (CRM) systems. If your company wishes to integrate our services into an existing platform, we have developed a robust Application Programming Interface (API) that accomplishes this with ease. At CIA, we look forward to innovatively helping our clients meet and exceed their business goals.
ABOUT TIER1 FINANCIAL SOLUTIONS
Tier1 Financial Solutions is a leader in global relationship management software for the financial industry. It empowers its clients to increase productivity, reduce relationship risk and enhance customer ROI. Tier1 augments the Salesforce platform with a capital markets grade security engine, coverage management and accelerated web and mobile workflows to support the unique requirements of Capital Markets, Corporate & Investment Banking and Investment Management professionals. Trusted by more than 19,000 users worldwide, its flexible, scalable solutions empower collaboration, transparency and communication across the institutional financial ecosystem. In 2017, Tier1 Financial Solutions received significant equity capital to accelerate growth from a group of investors led by WaveCrest Growth Partners with participation from MassMutual Ventures and Salesforce Ventures. For more information, visit www.tier1fin.com.
by Joe Vaccarella | Jan 30, 2020 | Blog, Communications, Financial, MiFID 2, Multi-channel, Omnigage, Thought Leadership
The financial industry is abounding with data, providing participants with ample opportunity to gain greater market insights and make more informed decisions. However, harnessing the oceans of data that’s available is a challenge faced by financial institutions, regulators and analysts. CIA’s Omnigage platform was designed to address this very issue.
In the first part of our series on how to enhance customer engagement practices, we examine the first of Omnigage’s three differentiators – data integrity.
Enhanced flexibility across your multi-channel engagement platform
When figuring out how to enhance technology capabilities for financial service firms, one of the first considerations must be the simplicity of the product. While flexibility and nimbleness are factors that firms desire when modernizing their fintech applications, they ultimately want something that can be easily implemented without disrupting their current workflow.
Omnigage is designed so that no additional plugins are required in order to access the platform’s suite of capabilities, whether it’s a banking analyst storing a list of contacts to issue research reports or a more advanced data set that’s applied across an organization.
With the ability to control data and content parameters across the platform and gain a holistic view of all customer information and data-driven insights, organizations are more efficiently able to identify opportunities and organize information without having to worry about data security or leakage.
Keeping up with compliance across customer communications
Compliance and regulatory initiatives – such as MiFID II, which was enacted on January 3, 2018 – have put a much greater emphasis on how data is managed and it remains a top priority for firms in 2020. With that in mind, the CIA team has a comprehensive understanding of these developments and has engineered Omnigage to ensure consistent compliance around global regulations. The platform not only allows users to review and submit data around engagements, but the process is seamless and effortless.
As the industry landscape becomes more complex and data demands more arduous, it’s important that firms do not underestimate the value of a solid client engagement platform so that the integrity of customer data is not compromised.
In Parts 2 and 3 of our series around elevating customer engagement practices, we’ll be looking at employing efficient workflow tools and the importance of detailed and accurate reporting.
by Joe Vaccarella | Jan 10, 2020 | Blog, Communications, Compliance, Multi-channel, Omnigage, Thought Leadership
The new year is upon us, which means that tax season is officially underway along with the arduous process of sending emails to clients about providing their personal information. With Omnigage, accounting professionals can leverage cloud-based technologies anywhere to seamlessly integrate communications across multiple channels and end-users, alleviating the key main points that the industry has been facing for years.
Communicating Across Multiple Channels
Regardless of whether it’s a few of a few thousand clients that you’re managing, Omnigage is the all-in-one answers for 2020’s tax season communication demands by creating smarter, more streamlined communication channels. Not only does Omnigage store and organize client information to reference and use in future engagements, but it also allows firms to communicate directly with clients and saves accountants valuable time throughout the entire process.
Omnigage’s multi-channel capabilities drive more impactful engagement via dynamic call analysis and a comprehensive user ‘cockpit’. Users have the option to record personalized messages for singular clients – in addition to blast communications to a larger audience.
Addressing Industry Hurdles
With the ability to distribute information in just minutes, Omnigage allows accounting professionals to easily disseminate customized messages to clients via CRM integrations. Whether it’s a reminder about a deadline or a helpful tip about new tax laws, users receive a crystal clear picture regarding the extent of all customer engagements.
Omnigage provides a success rate report for the blast and can be merged into SMS, email or voicemail to create a more intimate message and touchpoint, along with the ability to easily export results. Omnigage’s multi-channel communications and CRM capabilities also provide users with a comprehensive and cost-effective interface that is much easier to organize than postage.
Meeting the Compliance Call
Meeting reporting and compliance conditions in the telecoms and accounting sectors is paramount and it’s imperative that tax professionals employ a robust solution that addresses both the regulatory and security concerns of customers. Client Instant Access maintains a SOC 2 compliance certification and the Omnigage platform is engineered to navigate these parameters to ensure messaging is both secure and within compliance guidelines.
Ensuring client information is exchanged prior to the April 15 deadline is an essential task for accountants but one that can quickly become overwhelming and challenging to organize. As customers desire a more personalized tax service is an increasingly digital environment, Omnigage’s multi-channel communication capabilities are not a luxury this tax season – they’re a necessity.
by CIA Omnigage | Apr 25, 2019 | Blog, Customer Service, Healthcare, Integrated CRM Dialer, Multi-channel, Omnigage, Success Stories, Thought Leadership
The Healthcare Industry is continuing to evolve every day and having various ways to communicate with your staff and patients is vital. With Client Instant Access’ new advanced messaging platform Omnigage you can create and send out personalized messages via SMS, email, and voice blasts to thousands of people in a matter of seconds. This unique messaging platform can function as its own CRM or can be an embedded terminal which can integrate with your CRM.
How can the Omnigage Platform Improve the Healthcare Industry
Sending Appointment Reminders
Having the ability to send out a voice, SMS, or email blast can improve communication with your patients. Healthcare providers are able to save valuable time by sending out alerts to patients for appointment reminders. Omnigage will manage your patient outreach campaigns according to patient preference.
Sending Internal Communication
Communication within a healthcare organization can be very tedious at times. Having the ability to send messages through multiple communication channels can keep everything in sync. You can send out notifications to staff about upcoming birthdays, meetings, etc.
Communicating To Patients During Flu Shot Season
You can send out notifications reminding patients of their vaccinations and receive data from each patient. In addition, you can also track inventory regarding Flu shot vaccinations were needed based on how many appointments took place.
Messaging Alerts and Notifications
Omnigage allows you to notify patients regarding construction, snow removal, alternate parking, tow warnings and even emergencies. Also, you are able to alert patients in regards to parking pass reminders under certain circumstances or how often you visit.
Messaging Prescription Status Notifications
This engagement platform can also communicate out to patients about when their prescription is is ready to be picked up. This can save time and money and make sure patients are receiving the prescriptions that they are in need of.
by CIA Omnigage | Apr 18, 2019 | Blast Voice Mail, Blog, Communications, Integrated CRM Dialer, Multi-channel, Omnigage, Property Management, Success Stories, Thought Leadership
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In our digital world today, Property Manager’s have various ways to communicate with their clients and tenants. SMS, email, and voice blasts are all ways you can reach out to your tenants, which can make communication more efficient. Property Management involves the overseeing of real estate and it requires constant communication with tenants and clients. This is where Omnigage comes into play. Client Instant Access has recently introduced a platform known as Omnigage. This unique messaging platform can function as its own CRM or can be an embedded terminal which can integrate with your CRM.
How can the Omnigage Platform Improve Property Management
Maintenance & Appointment Reminders
Inform your tenants about maintenance requests and appointments with an option of a voice, email, or SMS blast. Many scheduled appointments are missed throughout the year and are not conveyed effectively. With a simple SMS tenants can choose to either confirm or cancel.
Create a List of Tenants
You can create custom lists that can be assigned to one or more units allowing you to segment various messages based on intent and tenant profile. Also, you can have the ability to make customizable columns depending on what specific details you are trying to segment when making a contact list.
Metrics and Data
You can have access to live metrics and see if your message was delivered, undelivered, or if someone unsubscribed from receiving notifications. This invaluable data can assist with follow up decisions and possible additional calls based on segmented criteria.
Send a Personalized Message
You can send a personalized message to your contacts about any upcoming events, parking rules and regulations, and newsletters. No more calling one tenant at a time. Now you can quickly create and deploy messages in a timely manner.
Benefits for Property Managers Using Omnigage
Reduced Costs
Sending out messages via SMS, email, and voice would save a lot of time money for property owners who are used to calling each tenant individually. Time sensitive messages are sure to be delivered quickly and efficiently, which can eliminate future issues leading to cost savings.
Emergency Alerts
You can send out emergency alerts to alert the community of emergent matters. When the power goes out you can send a blast message out to inform contacts of an estimated timetable for the power to come back.
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