Cloudcase Software Solutions: Creating Frictionless Customer Experiences

“One of our key corporate values is customer first,” says Roger Manu, Executive Director - Sales & Marketing of Cloudcase Software Solutions. Whilst there are numerous factors that drive a business, a customer focused strategy is what keeps you aligned with your clients’ requirements and expectations. Keeping in line with this need, which prevails in every business vertical, Cloudcase Software Solutions brings to market a unique platform for banks and financial institutions. The company, considering the nature of accuracy and precision desired in the way financial institutions operate, provides an advanced framework to minimize customer friction through digital automation. According to Manu, “the Cloudcase framework can be deployed in almost any business vertical to solve customer acquisition and operational process problems.”

Cloudcase Software Solutions helps to create a smooth journey for its clients’ customers by ensuring they are assisted throughout the customer journey, and by providing operational efficiencies to its clients’, through automation. This doesn’t just include a seamless experience for the external customers of a business, but for internal stakeholders as well. Cloudcase is a unique, omni-channel intelligent business process management (iBPMS) platform, which consists of conversational forms with a highly sophisticated reasoning engine natively embedded in the solution. “A significant benefit of the solution is how quickly we can deploy very complex use cases and have them deployed across our client’s customer base, and then how quickly we can get this across multiple channels,” elaborates John Neromiliotis, Managing Director, Cloudcase Software Solutions. The Cloudcase platform is considered the next generation in intelligent case management solutions, which can be used across any business vertical.

In the banking and finance sector, Cloudcase has been deployed extensively to restructure the customer fulfillment and origination processes. This comes as a unique and viable solution to be implemented in complex situations. For instance, cross border transactions with very complex regulatory requirements.

Cloudcase’s conversational interface captures interactive customer responses and feeds them into its intelligent reasoning engine. The software then automates the assessment of customer responses across all the stages of a client’s loan origination process, from application to approval of funds, including identity verification and assessment of credit worthiness. Manu is of the opinion that established solution providers in the market today, take longer to understand and capture financial institution’s requirements than the time it takes Cloudcase to deploy a working proof of concept. This approach assures early business benefits to banking organizations such as reduced risk and cost of implementation and improved customer experience.

In an industry as critical as banking and finance, being able to move rapidly is a big challenge. Businesses are always on the lookout for solution providers that can keep in line with this need and offer solutions that can be deployed quickly. This is what Cloudcase does—it moves and configures its platform rapidly. The company delivered a similar experience for one of their international banking clients, which is undoubtedly one of the company’s most successful implementations. The bank needed a mortgage solution that could significantly improve the customer experience as their internal processes were inefficient. Cloudcase Software Solutions implemented its platform in less than ten months, which facilitated a complete transformation of the mortgage origination process. The outcome for the company’s client is a mortgage origination process that takes just 30 minutes from the moment the bank starts to engage with their customer to the moment their customer is approved and the customer receives an electronic contract.

There are many such cases where Cloudcase have helped financial institutions reap substantial benefits with regards to achieving improved customer experiences, customer growth and operational efficiency. For the immediate future, the company will maintain its focus on the retail banking sector whilst expanding internationally into the private banking and insurance sectors. The Cloudcase team is also rigorously working on spreading its wings geographically into New Zealand and Europe.