Grant Thornton UK LLP (GT) and digital experience technology provider Vizolution have partnered to offer a new digital transformation service.
The firms said the new offering will help financial services companies, such as banks and insurance providers, “digitise and streamline complex service offerings” that still currently often require face-to-face visits.
GT said that while the number of UK bank branches has continued to reduce in recent years, the adoption of remote channels by customers is “steadily increasing”, yet many remote services are “still too limited” with what they offer to be “effective and efficient” for customers.
It added that by enhancing a company’s digital customer journeys, the new joint offering will enable firms to replicate online the more complex services currently only offered face-face – such as mortgage or loan applications, and wealth management – and provide a quality, seamless online experience.
The collaboration will reportedly combine Grant Thornton’s advisory expertise in digital transformation, data and analytics, automation and RegTech, with Vizolution’s technology and experience in “simplifying” complex customer journeys.
Niresh Rajah, head of Data, RegTech and Digital Assurance Practice, Grant Thornton UK LLP, said: “The global pandemic has intensified the existing challenge for many financial services businesses of their reliance on face-to-face interactions for many more complex services.
“While take up of online offerings is increasing, the level of sophistication in the sales, service and support capabilities to assist customers on a provider’s digital channels can differ significantly.”
He added: “To support our financial services clients and their end customers, we are committed to making the remote experience as good, and as seamless, as if it were face-to-face.
“Our new, unique proposition with Vizolution will remove this hurdle and allow companies to expand, make more efficient and humanise their customers’ digital experience. It will also help financial services companies improve their Net Promoter Scores and reduce complaints through greater engagement and simplifying customer journeys.”