Florin Vasilian, CEO
Successful businesses have customer experience right at the center of their winning strategies. In financial services, communicating better with customers, anticipating their needs, and delivering the information they want in the channel and language of their choice is now paramount. The importance of customer experience is not lost on financial organizations that are pulling out all the stops to step up their client service game. To many banks and wealth management firms, that means working with Ecrion to ensure customers have the communications experience they expect—and deserve.
“Ecrion provides solutions for the different yet overlapping areas of document automation, customer communication management, customer experience automation, and digital experience in a single, purpose-built, modular platform,” says Florin Vasilian, CEO of Ecrion. “The modular design allows our clients to ‘turn off’ and ‘turn on’ specific aspects of the platform without a lot of back-end work.”
Ecrion’s solutions, offered in the cloud or on-premise, began with document automation. It’s comprehensive with features that automate the production, assembly, and distribution of business-critical documents, at scale, ensuring ADA requirements and other compliance regulations are met. The Ecrion Studio suite enables business users to design documents without costly IT resources, regardless of complexity. Ecrion’s solution includes advanced features such as complex pagination, barcodes, graphs, and charts.
Ecrion is the solution of choice for Merrill Lynch—the investment management company—to produce millions of documents related to wealth management, fund profiles, disclosures, and more. They are now set to take advantage of the platform’s new features to produce responsive, interactive documents that allow customers to interact, sort, and drill-down to make sense of the presented data and automate some of the customer communications.
The customer communication management functionality of the platform helps financial organizations create and manage the delivery of documents and communications through different channels based on customer preferences. The customer experience management feature of the ensemble helps enterprises in mapping their customer journeys, ascertaining how they view the company, anticipating their needs, and streamlining communication.
Ecrion provides solutions for the different yet overlapping areas of document automation, customer communication management, customer experience automation, and digital experience in a single, purpose-built, modular platform
Ecrion’s solutions also help automate the communication process. According to Vasilian, 97 percent of companies do not currently track or assess whether customer communications or interactions were successful. “We allow the customers to rate the communication sent to them as useful or not and, in turn, learn from that to improve the customer experience,” explains Vasilian. Taking it a notch higher, Ecrion’s AI capabilities sift through thousands of customer journeys and interactions to ascertain how customers interact with a financial institution at different touchpoints. “Based on that, AI can propose ways to streamline the interaction, shorten the journey, and deliver what customers expect.”
Two years ago, the company launched Ecrion DX Apps, a suite of microservices, which are purpose-built solutions for specific industries and customer-facing processes. They are designed to orchestrate communications through critical touchpoints in the customer journey. The added perk is that financial institutions can customize these without reengineering the process from the ground up. DX Apps are tailored for specific processes such as billing, insurance claims, onboarding, or loans—enabling customers to have better visibility into the whole process.
Vasilian reveals their plan to unveil the latest version of their platform in May this year, which will provide further extensibility and utilize AI in all aspects of communication. The flexibility will enable financial institutions with custom-built apps for customer interaction, to be a part of the platform, and communicate with customers in a single unified way. “The new release will provide a 360-degree view of the customer and all their interactions regardless of how they occurred,” concludes Vasilian.