Breaking free from operational complexity to unearth hidden revenue opportunities through time saving in service delivery.
Financial services companies today face a persistent and costly challenge: maximising valuable client engagement time to drive new revenue growth. Yet, for many, the reality is that operational complexity—rooted in regulatory compliance, manual processes, and fragmented data systems—consumes the bulk of client interaction time. This leaves little room for meaningful conversations about new products or investment opportunities.
Arduous, clumsy data capture, lengthy compliance checks, and the lack of integrated platforms not only slow down service delivery but also frustrate both clients and frontline teams. The result? Engagement time is spent on administrative tasks, not on deepening relationships or uncovering new business opportunities.
Unlocking growth: The power of digital transformation
Working within legacy system environments to deliver integration, automation, data accuracy and management insight to fuel efficiency and growth.
To reclaim client engagement time and unlock revenue growth, leading financial services firms are embracing digital CX transformation including:
- Workflow Automation: Streamlining repetitive manual tasks to accelerate service delivery and free up staff for value-added conversations
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Data Integration: Connecting disparate systems and automating data capture to ensure information flows seamlessly, reducing errors and delays
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Compliance by Design: Embedding regulatory guardrails into automated processes, ensuring every interaction is secure and audit-ready
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Performance Visibility: Equipping management with real-time dashboards and analytics to optimise agent performance and client engagement
By automating and integrating key processes, Financial Services companies can reduce handling times, improve data quality, and create space for proactive client engagement—all while maintaining the highest standards of compliance and security.
One of our clients, EQ Retirement Solutions, a leader in pension administration, faces mounting pressures from complex manual processes, regulatory demands, and siloed data systems. These challenges limited their ability to engage clients on new opportunities and deliver exceptional service. EQ partnered with Etch to deliver a comprehensive digital transformation through:
- Automating core workflows to eliminate manual bottlenecks
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Integrating data layers across platforms for seamless information flow
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Building robust compliance guardrails into every process
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Providing real-time performance visibility for management
The results were striking:
- Reduced average handling time for transactions by 70% ensuring staff could process client requests faster, freeing up time for value-driven conversations.
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Improved data quality: Automation and integration reduced errors and ensured a single source of truth.
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Optimised agent/client engagement: With less time spent on admin, agents focused on uncovering new revenue opportunities.
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Higher customer satisfaction: Faster, more accurate service led to improved client experiences.
The Commercial Impact for Financial Services: From Efficiency to Growth
By digitising and automating CX operational processes, financial services organisations can:
- Cut operational costs and reduce risk
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Boost client satisfaction and loyalty
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Create more opportunities for revenue-generating conversations
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Ensure robust compliance and data security
Discover how digital transformation can unlock new efficiencies and growth for your business.
Read the full EQ Retirement Solutions case study and see how your firm can benefit from workflow automation, data integration, and compliance-first innovation. Visit our website to learn more.