How do you digitally replicate the in-branch expertise for small businesses?

This is where an employee portal comes into play as it connects the entire ecosystem of digital experiences.

Do you have a portal that supports small businesses, and is able to deliver the following capabilities to your advisors/support/staff?

a. A dashboard for small business advisors in Branch and contact centres that notifies them of any cross-sell opportunities?

b. Emulate your customers’ experiences and action areas such as reset passwords?

c. Communicate remotely using Live Chat/Video calls and update the portal with outcomes?

d. Retrieve and collate key documents/statements, without asking the small-business owner, and convert this into a value-adding solution such as an annual KYC meeting?

e. Sync in various sources as CRM and other BI data to provide an indicator of engagement levels?

If you’ve answered ‘No’ to any of the above capabilities, allow us to show you how an employee portal can completely transform your digital experience. Let’s chat at [email protected], Backbase can help you better understand the challenges of businesses and how our solution can address your gaps.

About The Author

Randy Johal is the Customer Strategy Officer for Canada at Backbase.

Randy helps financial institutions turn their digital ambitions into reality with the goal of delighting their customers and driving unique value propositions to thrive in an increasingly competitive marketplace.

He pioneered the launch of the first integrated business services within digital banking in Canada including electronic invoicing and payments as well as cloud-based payroll solutions. Randy’s strategic insights into Canadian consumers and businesses, the impact of open banking and Payments Modernization coupled with his ability to understand how financial institutions can better serve their customers have made him a widely sought-after leader.

Randy was formally trained as an accountant in the UK before owning his own business and becoming increasingly interested in technology-enabled business. Randy has led teams who provided business solutions to top names globally including Hertz, Citizens Bank of Canada, Vancity Credit Union and Central 1.