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Fu Guoyin goes " service heart law " : Who is responsible to the client? How to make full use of does IT method provide more convenient and quick service for the client?
Wang Li: Doctor. Write nearly have " Fu Guozhi this: The path of the gain and loss of bank of global surveyor's pole " , " make financial stronghold: Magendatong bank strategy decipher " , " Fu Guozhi: The letter that travel president writes Fu Guoyin to partner " (interpret) wait. What oneself publish a viewpoint to represent individual opinion only.
In a lot of circumstances of a lot of banks, can hear a bank to be in charge of personnel high to criticize employee to did not make the service good, regard the service as completely the issue of employee, and the supervisor that just puts oneself in the service and controller locally, so rich nation is the bank how look upon this one problem? Is the service ark only member or the thing of manager of client of a gleam of?
"We are a circle, is not pyramid. The center of circle is our client, press close to the employee that theirs is us, the low level management that heart leaving a group is a bit further is us person, outside the circle is our tall canal. The purpose that our everybody gathers, it is to use up oneself can, each doing his own job, provide best service for the client. We create a condition hard, the employee that allows information of those direct contact clients, understanding client provides a service for the client, the product that the service detail that the Zhang number type that these information include a client to may be opened, need provides, hope acquires is recommended etc.
The client hopes we are a whole -- " same a rich nation " . We have thousands of kinds of product and many 80 company, even if is ourselves, figure out very hard also the product that all Fu Guoyin goes and service. But the client does not hope is to gain such experience, what they hope is tiring-room do not have between unified, all unit seam join; They hope any employee that Fu Guoyin goes, the issue that gives them can easy to doly finds corresponding solution.
Change and of character, although we are in the branch of hold post of district, place, business that is in charge of has each different, but travel employee must understand each Fu Guoyin, we have to be nodded jointly, that is: We are serving for the client.
Each employee that Fu Guoyin goes are said for the leader. Awaiting us to give out when a client when the answer, we must be accomplished on the spot, reply quickly. This is the advantage of a competition that Fu Guoyin goes. The leader often does not need to await the head office's result, they do not need to depend on policy manual in " infallible law " . When the leader confronts a client, they inspect themselves to be indefatigable effort, angle wishs in the group the equality of scene. When the group needs to help, they are devoted into like someone else go in, do their utmost to finish, they are to be worth to trust, be willing to provide support to the group. They use up their ability to resolve the client's difficulty, won't problem of anxiously ground sit back and wait is solved. Nobody tells them what to should do, the urges complete support themselves alternative of a lot of jobs. (see " Fu Guozhi this: The path of the gain and loss of bank of global surveyor's pole " ) "
Follow the issue above, fu Guoyin is how to make full use of all right IT method, will provide convenient and quick service for the client? From 2002, open of Fu Guoyin travel " informatization sale and client are safeguarded " the job. For the hot word with instantly, should cry " big data sale " , also see from this, the Chang Qianzhan of management concept dispute that Fu Guoyin goes and banner.
"" understand me, approbate me, managing my time and charge " . Information is us " safe " in the most valuable asset. Client the information resign to them we, let we are protected and had used these information, provide right product and service to them, help them spare time and charge. But we cannot use information at other utility, also cannot make over include communication company inside tripartite.
3 years ago, a law that has historical sense -- Geleimu - in strange - Bilileifa (namely American finance history on famous " finance serves modern proposed law " , this one act is the major event that finance of 20 centuries end liberalizes. From now on, with economy is old 1933 of flat period formulate " Glass Sidigeerfa " the American banking system that is a foundation produces revolutionary change, commercial bank, stockjobber and insurance company cross a bound to manage become general reality, in order to offer all-around service and the financial supermarket that mix already battalion to be a feature will get developing quickly. The author is noted) become effective, broke finance one-stop barrier of the subjective sex of the service, structure sex. From this, insurance device and bank orgnaization can be combined together freely in the first time on the history. The main value of this act depends on helping a client spare time and charge. The foundation that realizes this value is efficient inside an enterprise memory, analysis and the capacity that share information. Current, this foundation is being eroded legislatively by a few cities. To you -- our possessory, what understanding is interest place of the client, and it is very important that what behavior is constituting menace to these interest implementation.
The client inspects the brand that Fu Guoyin goes to be united for, is not the combination that piles dispersive professional work. They hope we can be integrated all finance requirement that all business satisfy them. They remind us again and again, hope we understand them, approbate them, help them save time and cost. To accomplish this, we must of interiorly individually the information that they share between the line, imagine a client to walk into the shop of atmosphere of a family, need to ask for those who get the member that sell to agree when he walks along another lanai every time. That meeting appears much duller!
Our commercial pattern is based on same belief: Concessional our client is in our " shop " in browse at will. Experience the lifecycle of financial changeover when the client, arrive from usurer house-owner, to depositor, to investor, to the proprietor of an enterprise, arrive emeritus, we can satisfy its requirement to their best proposal and product. Our business is based on accredit. The information that uses a client accurately is necessary to safeguarding accredit to concern. The discussion that uses about privacy and information must achieve well-advised balance between happiness and benefit, cost and practice. By tens of thousands city and state government are respective and legislative, the confused situation of random hemp of this kind of posse is not the optimal path that we achieve a balance, that is met only an its do bad! In our job and the society that live in flow of a height, need to obtain cash and information at any time and place, if do not have unified countrywide legislation, to the client character will be very disadvantageous and cost is huge. Accordingly, we are badly in need of an unified national solution. In uniform countrywide law standard falls, be opposite in the client certain below the premise that the market action that does not damage its to weigh golden eggs grants waive the right the option, the business information that uses a client in an enterprise interior should be permitted. In interior of Fu Guoyin travel, the goal that shares client information is the right that honestly protective client enjoys the information about them how to be used, and offer the option that saves their time and cost. (see " Fu Guozhi this: The path of the gain and loss of bank of global surveyor's pole " ) "
2011, fu Guoyin deepened these concepts further all right:
"The client is telling us everyday: "Contact me, understand me, know what I need. Come to the your site, website that opens you when me, or is the customer service hot line that uses you, ATM that uses you when, you can know who I am very quickly, know I want what to do, and the question that does not ask I am same over and over. You had had my individual news, I hope first time contact helps me solve a problem, do not push me to the employee of water of another a mist. Do not push me to the employee of water of another a mist..
We use science and technology to strengthen the individuation that the client serves, and rather than goes individuation. Of all sorts of type science and technology introduce, let us can be the same as client contact with with new method everyday, the client that it invites us decides independently when, means of what place, what and our deal, the employee that it helps us can be fast and the information that gets a client forthrightly and demand, this wins a client to wanting of the business of 100% for us, it is indispensable.
Thanksed to the progress of science and technology, we just can know every client hold the product that how much Fu Guoyin goes, these products are particular what be. We are OK also the account amount according to the client, habits and customs, trade the history and they and the means of commonly used connection that Fu Guoyin goes, calculate the product that their the next needs the most likely. Accurate sale of the alternate sale that science and technology promoted us greatly, energy and client information are confidential the job. We analyse asset situation of the client with method of science and technology everyday, according to existing client the relation innovates product and service, undertake to all sorts of new products, new service science fixes a price.
Center all technical natural resources to serve a client when us, can make a real competitive dominant position all right for Fu Guoyin. But, technical itself can not make sure we gain such advantage, important is how the technology applies on the innovation ability that lets be benefited and efficiency promotion. Important is how the technology applies on the innovation ability that lets be benefited and efficiency promotion..
Long-term since, fu Guoyin is the person that the innovation of financial service industry leads all right, their innovation pace was carried further 2017 fast. In heart of dimension of A of presiding information officer (Avid Modjtabai) below the leader, fu Guoyin devotes oneself to to innovate to create new abiding value for consumer and enterprise through the technology all right, improve the efficiency that interior runs. The technical promotion that has a lot of successes one this year is written into annals: Include to go to Fu Guoyin the visit do not have card of 13000 ATM machine; Near field corresponds (NFC) technology; In the ATM machine that goes in Fu Guoyin, the person that has more than 50% uses mobile purse to undertake to account; regards a kind as the individual notting have blocking a visit the quick terms of payment to the individual, the; in experience of the bank on the shift that Zelle[1] embeds Fu Guoyin goes and net and go up in mobile equipment in the light of commercial client trade the receipt is transmitted.
Above makes much product is the initiate in course of study of person of the same trade. Fu Guoyin also is promoting a site the experience all right, allow a client to adopt technique of near field communication, the shift application process on use mobile phone (APP) in the service window advancement goes identity test and verify. Who is passing understanding client, bank employee is OK the demand of focusing client, undertake having the communication of specific aim more. In November 2017, fu Guoyin was rolled out all right " instinctive investor " (Intuitive Investor) service, this is Fu Guoyin a digitlization that investor of the generation below behavior offers seeks advice from service product. Fu Guoyin invests innovation technology and telephone service union to rise all right, make the client can afford personalized investment sets advisory service. The online bank service that goes with Fu Guoyin is united in wedlock, instinctive investor offerred such as account to fill automatically poor, and invest an institute all right from Fu Guoyin (Wells Fargo Investment Institute) obtain the function such as strategy of investment proposal, investment.
This year first quarter, fu Guoyin rolls out online mortgage loan to apply for all right, the data that goes Fu Guoyin and digital interface union rise, to put an amount the client creates " understand me " experience. It uses tripartite mandatory technology, make the client can submit credit application with electronic means, increase account documentation all right to Fu Guoyin. Log onto online guaranty when the client when loan application process, they won't be asked to provide the certain information that has existed in bank database.
Fu Guoyin is planning to roll out a bank of new low cost mobile phone to experience all right -- " conservatory " (GreenhouseSM) , this tool faces those likelihoods to not be good at the person of financial program, include to understand banking not quite (for instance student) , or income source is more multivariate (for instance free profession person) . "Conservatory " does the account that is two mutual UniCom combine: ? Does rotten to shirk of of strong ǎ of bail of Qu of post hawk Π fear Pie С an ancient drinking vessel melt does mound of Ц of Tuo of Li of ⑿ of rotten Gua of catfish of post of a flat stone on iron rammer with ropes attached at the sides say ァ K suckles post Wu of of ü of high and steep of emperor of of quiet of an ancient nationality in China this does shaming triangular bream of of Gui of of ぶ quiet Kou say mu bed?
Regard the client of another innovation as the experience, "Control tower " (Control Tower) predict to will be rolled out 2018, carry product of this number bank, the check of Fu Guoyin travel that client aux will be able to is examined quite and runs them and the account information of all memory, include individual economy website, digital purse, retail website and other tripartite.
Another main innovation field is how to enhance information security in order to protect a client -- the live thing that includes to be aimed at consumer and enterprise identifies, and the application of artificial intelligence technology, promotion risk manages and detect false ability.
Fu Guoyin currently holds the post ofSi Long of · of Mu of CEO the base of a fruit to think all right: "The real value of innovation depends on, the technology offers more tools and advantage for the client, the success that scores finance affairs in order to help them to go up " .
[The predecessor of 1]Zelle is ClearXchange, between a bank turn immediately Zhang system, original by Magendatong the combination such as travel initiates bank, Fu Guoyin. Magendatong's ChaseQuickPay is the one part of ClearXchange, and ClearXchange was become by Rebranded now Zelle, chase QuickPay also meanwhile by more the name became QuickPay With Zelle. Use Zelle turns immediately to someone else Zhang, the full name that needs to know him only + mobile phone date / mailbox can, very convenient! The bank that wants both sides to use only is the partner of Zelle, can turn for an instant Zhang, need not be same a bank.
