additiv Advisor for mobile interaction between the client advisor and client Page 1

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1 additiv Advisor for mobile interaction between the client advisor and client Page 1

2 additiv Advisor: the secure mobile solution for advisory and sales Client advisors in Private Banking service between of 200 to 300 clients on average. They expect personal support, individual advice and excellent service at any time. The challenge for advisors is to serve each client actively, effectively and efficiently. The Advisor solution provides a new experience for a simple, personalized and regular interaction between clients and their advisors. Product recommendations, advisory offerings and invitations to events can be sent via Microsoft Outlook directly to the client s smartphone or tablet. Advisor in brief: The mobile solution for increased effectiveness and efficiency in advice, sales and service Direct communication channel: secure, fast and compliant Simple and personalized communication for greater customer proximity Increased customer loyalty and profitability through effective customer interaction Fast and cost-effective integration into existing IT infrastructure (MS Exchange, Outlook) The Advisor App user interface can easily be adapted to the bank s CI/CD guidelines Inbox: Overview with all individual product recommendations, invitations and advisory offerings Recommendations: Individual buy and sell recommendations for different product types Invitations: Personal invitations to events (culture, leisure, financial topics etc.) Contact Requests: Personal advisory offerings (investments, financial planning, taxes, estate planning etc.) Responses: Overview with all client responses to product recommendations, advisory offerings and invitations Contact: Possibility to securely call the personal client advisor for free with SecureCall 2009 by additiv AG Request Contact: Client sends a contact request to client advisor with SecureMessage Advisor: overview of the most important functions Page 2

3 A simple principle: send and reply with oneclick response The solution enables client advisors to quickly write and securely send individual buy or sell recommendations, advisory offerings and invitations to events with an extension in Microsoft Outlook. Clients can be filtered for various attributes and selected for a message. The advisor writes the generic message once, while the client receives the message in a personalised way. Clients can use the OneClick Response function to reply to messages simply and at any time. All answers are automatically stored at the client s end as well as by the client advisor. According to message type and clients answer, the message is sent to predefined specialists within the bank. This ensures efficient processes and faster service to the clients. Send to client: Individual buy and sell recommendations Individual advisory offerings Personal invitations to events 128-Bit Encryption Certificate Client Advisor Send Reply (OneClick Response) Private Banking Client Reply to client advisor: Individual buy and sell recommendations Individual advisory offerings Personal invitations to events Contact client advisor through: SecureCall Telefon (VoIP) SecureMessage (Message) 128-Bit Encryption Certificate Interaction between Client Advisor and Client In addition to receiving and replying to messages, the client can use the Advisor html5-app to contact his advisor. Using the function Request Call, the client asks his advisor for a call in a specified time frame. The client may also send a normal short text message to his bank contacts using the SecureMessage technology. Page 3

4 Advisor: 24/7 personal care Inbox: everything at a glance The inbox is designed similar to an program. It gives the client an overview what kind of personal messages from his advisor has been sent and when it was sent. There are four types of messages: Buy and sell recommendations for all types of products (stocks, bonds, derivatives, structured products etc.) Advisory offerings (taxes, inheritance, estate planning etc.) Invitations to events (presentations, culture, leisure etc.) Short text messages Overview of all messages Reply: one-click response Each message is based on a short, personal message from the client advisor. Messages can be answered with one click. The client decides when he will answer and whether or not he is interested in the offer simply by clicking accept or decline. Or he asks to be called using Call me. Example purchase recommendation Page 4

5 Buy recommendation: adjustments as required If the client has confirmed his interest in a buy recommendation, he can quickly and easily adjust it according to his preference. The purchase order is then ready to be sent back securely to the client advisor. Adjustment of a buy recommendation Buy Order: In brief Before the buy order is dispatched to the client advisor, the client receives a summary with all relevant details. Buy order confirmation Page 5

6 Simple and efficient managing messages in Microsoft Outlook The Advisor Plugin for Microsoft Outlook enables all types of messages (buy or sell recommendations, advisory offerings, invitations etc.) using predefined templates for quick writing and secure sending. The advisor filters his client list according to any criteria and writes the message body once - clients receive the message highly personalized. All messages sent and all responses received are automatically stored in a special folder structure. The advisor has the necessary overview at all times. For all reply categories, rules can be defined (e.g. forward all accepted propsals to the execution desk) to increase efficiency within the bank even more. We also offer an html5-based version which can be used from any browser. Proven: Increased customer confidence and satisfaction The Institute of Information Management of the University of St. Gallen 2014 resulted in two studies that compared the client-consultant interaction by means of additiv Advisor and classical .users of additiv Advisor showed a signified greater customer confidence and satisfaction. This proves that efficient and customer-friendly digital communication is desired by the customer. The research question was: Does the additiv Advisor app increase customer confidence, customer satisfaction and future use intention more than the classic communication? All hypotheses were confirmed positive in the experiment. The app compares to communication significantly better. Quality of the system Quality of the service Customer satisfaction App Future use intention Perceived trust Study results Citation: Ruf, Christian; Back, Andrea; Wittmann, Matthias: Is an App Better than an ? Developing Trust in a Mobile Financial Advisory Service. In: Wirtschaftsinformatik Proceedings 2015, Osnabrück, p Page 6

7 What are the advantages of Advisor compared to for the bank, client advisor and the client? Bank Higher client satisfaction: More interactions and touch points lead to higher clients loyalty Compliance & security: Measurable and auditable client-bank-interactions and adherance to cross-border-rules Cost efficiency: A clients advisor can service more clients Profitability: More transactions and higher share-of-wallet through personalized offerings Statistics: Simple measuring of client and advisor activities Image and differentiation: Bank offers wow-moments and differentiates itself from the competition Client advisor Efficient client interaction: More client contacts in a more time efficient way Effective advisory: Many clear client feedbacks Higher advisory quality: More personalized and individual proposals Collaboration: Simple and close interaction with the clients Direct and personal sales channel: Launch sales initiatives in an easy way Clients Time efficiency: Orders and feedbacks quick and clear - most simple decision architecture without writing effort Security: Save and discrete communication with the advisor Transparency and control: Client is in control and has the overview on his communication Personalised: Fast, personalised service on a high level - client centristic Better overview: Alle messages with bank contacts are in one place, separated from s Page 7

8 Advisor A product of additiv Inc Riedtlistrasse Zurich, Switzerland