Comments on: Cross Channel Transactions: Can your customer start a transaction on the laptop and finish it on the mobile? http://bankinnovation.net/2012/10/cross-channel-transactions-can-your-customer-start-a-transaction-on-the-laptop-and-finish-it-on-the-mobile/ Exploring the Future of Bank Customer Experience Thu, 16 May 2013 18:58:05 +0000 hourly 1 By: Wallace Wood http://bankinnovation.net/2012/10/cross-channel-transactions-can-your-customer-start-a-transaction-on-the-laptop-and-finish-it-on-the-mobile/comment-page-1/#comment-1049 Wallace Wood Fri, 23 Nov 2012 12:11:24 +0000 http://bankinnovation.net/?guid=b2b229f50834cd2d3e5466541f4bd121#comment-1049 Diginomics at its best. Standing in a grocery checkout line, the customer in front of me, using his debit card to pay, discovers his bank account here lacks the funds to finish the transaction. No problem, he says. He asks the cashier to suspend the order for a moment while he transfers funds from his home account in Washington state to his local account here in Houston … using his cell phone. By the time the store manager suspends the transaction and my few items are checked out, the transfer of funds is completed. He completes his POST as I am loading my items into the grocery cart. He beats me out the door. The convenience of digital economics on full display, I would say.

]]> By: Laurie McLachlan http://bankinnovation.net/2012/10/cross-channel-transactions-can-your-customer-start-a-transaction-on-the-laptop-and-finish-it-on-the-mobile/comment-page-1/#comment-1005 Laurie McLachlan Mon, 29 Oct 2012 18:44:42 +0000 http://bankinnovation.net/?guid=b2b229f50834cd2d3e5466541f4bd121#comment-1005 It’s rare that institutions allow applicants the ability to start a deposit or loan application in one channel and finish it in another. For example, applicants who begin applications online are often not able to save their work if they don’t finish in one session. Even when they can, online applicants often have to redo their work if they walk into a branch for help.

Your post is spot on. I work at Andera – a company that provides multichannel account and loan origination software. Like you, we believe that the institutions that will ultimately succeed are the ones that allow their customers/members to do their banking business however and where ever they choose.

Applicants (like other shoppers) want the experience to be consistent across delivery channels. They should be able to start online and finish it in a branch, or start in a branch and finish at home via a laptop, tablet or smartphone device.

http://andera.wistia.com/medias/01654b461e

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