Until recently, people had to go to financial institutions to access their services. The digitization of these businesses, together with Fintech, Insurtech, and Regtech, broke that trend. What’s more, the pandemic finished convincing disbelievers that financial services will be eminently digital from now on. Now, the change is not minor, since the fundamental principle was reversed: customers do not go to their financial institutions; rather, financial entities go to their customers through apps and webpages in what nowadays we call a “customer-centered” approach.
This change (critical for those who do not offer a friendly and agile service to their clients) is the greatest the financial world has seen in decades. Gone are the days of paper letters filed as complaints with the financial institution (and responses 30 business days later). Now complaints are posted on social media, on a Saturday night, and the response must come immediately through the same network or via a chatbot.
Gone also are the days of complex agreements full of asterisks and opportunistic conditions. Now agreements are digital, and as short as a few bullets to allow them to be easily read on a smartphone; and, if there is a complaint, we go back to the previous point… At Pronus, we know that, today, the financial consumer service process is as important or more important than business risk management, and that becomes a powerful tool for growth, thanks to technology.