AI-first CRM built for Financial Services
C3 AI CRM for Financial Services is the only AI-first CRM built for banking, wealth management, asset management, and insurance. Delivering industry-specific, AI-enabled capabilities for financial services enterprises, C3 AI CRM includes the comprehensive sales, marketing, and customer experience capabilities of Microsoft Dynamics 365 and Adobe Experience Cloud. C3 AI CRM helps finance professionals grow revenues, mitigate risks, increase customer satisfaction, and improve operational efficiency.
AI CRM for the Digital Age
Traditional CRM applications are systems-of-record with analytic capabilities constrained by limited and often outdated data. C3 AI CRM unifies data from a broad set of enterprise and extraprise sources to create powerful new predictive insights that power financial services solutions.
Forecasts of future revenue, balances, and assets under management (AUM) are often limited, as the data in the CRM are biased, based on anecdotal evidence, frequently inaccurate, and therefore of limited utility in making data-driven sales, financial planning, and operational decisions.
C3 AI CRM revolutionizes revenue forecasts by expanding the data inputs beyond traditional CRM data to all enterprise data (e.g., transactions, credit) and extraprise data (e.g., economic data, equity prices, news). The solution applies AI to analyze unstructured data such as financial news and reports for sentiment, accurately determining probability of closure, forecasting expected revenues, identifying areas of risk and opportunities, explaining underlying evidence on the predictions, and recommending next steps and offers to improve the forecast. C3 AI CRM streamlines the revenue forecasting experience with an AI-first workflow, starting with an accurate forecast and immediately telling the user where they need to focus, why, and what they can do about it.
With C3 AI CRM, financial services companies can enhance client satisfaction, reduce cost to serve, and scale personalized interactions for every client.
Churn in financial services isn’t as simple as a cancelled contract or closed account. Churn occurs one balance reduction, early payment, or missed transaction at a time. As a result, advisors, relationship managers, and sales are often unable to detect churn and decreased wallet share risks until months after a client has already shifted loyalties to a competitor.
C3 AI CRM scans each client’s transactions, engagement, business performance, and economic data to detect current offering-need mismatches, rate sensitivities, and other churn risk drivers, and then guides users to take effective action to retain and grow wallet share with each profitable client. C3 AI CRM streamlines churn management with an AI-driven workflow, starting with the total portfolio AUM at risk due to churn, identifying the most critical customers to focus on and why, and explaining what can be done to save the business.
With C3 AI CRM, financial services companies can prevent customer and AUM attrition, increase customer lifetime value, and improve customer satisfaction.
Client Churn Management
Next Best Offer
Prospects and clients in financial services have highly divergent, fast-evolving needs that can be addressed with hundreds, if not thousands, of different products and services. Today’s processes to manage this complex reality are highly reactive, typically requiring clients to self-report emerging needs. As a result, advisors, relationship managers, and sales frequently miss opportunities to out-maneuver competitors and provide highly relevant, valuable services.
C3 AI CRM scans each client’s transactions, engagement, business performance, and economic data to detect emerging needs as well as predict the likelihood that a client will qualify for a particular offering (e.g., a new loan). The application then guides users to structure the offering to maximize client value while mitigating credit and other risks.
With C3 AI CRM, financial services companies can increase wallet share, grow revenue, and deepen client relationships with a proactive approach to prospecting.
Forecasting product demand and planning the financial reserves needed to support additional risk are limited due to missing information and insight into all financial and business context. Therefore, risk and treasury teams end up adding considerable and costly cash buffers to manage exposure.
C3 AI CRM improves product-forecasting and risk-planning by both expanding the data inputs beyond CRM data to all enterprise data (e.g., transactions, credit) and extraprise data (e.g., economic data, regulatory, SEC) and applying AI to accurately and dynamically determine forecasted demand – at a granular level and with significant lead time – along with the evidence explaining the increases or decreases over time. C3 AI CRM integrates directly into risk and treasury systems in order to feed those processes timely, actionable forecasts so that they can safely manage exposure while minimizing financial reserves.
With C3 AI CRM, financial enterprises have a much more accurate, granular, forward-looking, and dynamic view of demand so that risk and treasury teams can effectively and efficiently manage financial exposure.
Rate, Fee, & Pricing Optimization
Pricing and revenue optimization in financial services is not a one-time event. Revenue for each client is often the cumulative result of many rate, fee, and pricing decisions implemented one transaction, credit decision, or trade at a time. To simplify this complexity, most financial services companies apply prices bluntly across broad segments and credit classes for each product, resulting in high prices and dissatisfaction for some clients and less-profitable pricing for others.
C3 AI CRM analyzes each client’s behaviors and needs as well as competitor and industry benchmarks to predict rate sensitivity for each product. The application then recommends optimal pricing and provides supporting evidence to enable relationship managers, advisors, and sales to optimize revenue with each client through both human and automated pricing decisions.
With C3 AI CRM, financial services companies can increase win rates and optimize long-term revenue for each client while ensuring continued customer satisfaction.
As a result of significant regulatory, servicing, and capital costs, many clients at financial services companies are unprofitable. Worse still, profitability for each client can ebb and flow significantly over time and, with data distributed across many businesses and siloes, it is almost impossible for finance professionals to rapidly identify and remediate risks for unprofitable clients, resulting in detrimental effects to the bottom line.
C3 AI CRM unifies product revenue, servicing costs, client behavior, and economic data from across all business units then applies AI to detect at-risk clients before they become unprofitable. The application then recommends effective strategies for each at-risk client to achieve and grow profitability or, if necessary, to offboard.
With C3 AI CRM’s unified view of client profitability, financial services companies can proactively optimize their client portfolios and personalize client offerings to protect and grow profits.
Client Profitability Management
Intelligent Engagement & Services
Maximize likelihood of successful interactions by using AI to understand customer sentiment and recommend the highest-value engagement activity, including person, message, channel, and timing.
Client Activation & Onboarding
Onboard and activate new clients in line with regulatory and internal compliance requirements in a single system that communicates with all necessary enterprise and extraprise tools while using AI to identify risks and recommend next steps.
Manage customer service requests with end-to-end case management workflows for financial services that support the complex product and service catalogue across multiple different customer segments and use AI to proactively recommend actions to resolve the cases.
Credit Application & Renewals Management
Manage the entire credit approval pipeline across prospects. Pre-qualify low-risk candidates using AI models and expedite their approvals. Provide front line and credit teams with a shared view of credit risk and evidence packages of the risk drivers.
Triage and resolve claims with end-to-end workflows for insurance that can contextualize claims against all other client data and apply AI to detect fraudulent activity or recommend next steps.
Know Your Customer (KYC)
Leverage a unified view of clients and accounts and all their activity to perform detailed customer diligence and use AI to identify anomalous and potentially concerning behaviors to manage future risks.