New CEM platform release allows financial institutions to deliver more personalized moments in a digital relationship

Doxim, a leader in Customer Engagement Management (CEM) software and services, announced the general availability of its Fall 2020 release, with innovative new features available for User-Assisted Account Origination, User-Assisted Loan Origination, CRM, and Self-Service Account and Loan Origination.

New capabilities in the release help create a better omnichannel customer experience, so financial institutions can move towards a more digital, autonomous future. Key features include functionality that empowers staff to start two-way service conversations with customers through their preferred channel, and self-service account and loan origination tools for customers. Other innovations drive efficiencies, streamline employee-facing interfaces, and decrease processing bottlenecks, so banks and credit unions can focus on scaling up while still providing an exceptional experience.

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“It’s well known that customer expectations are changing at an accelerated pace, so Doxim is partnering with financial institutions to meet these evolving needs,” said Doxim VP of Product Sean Kennelly. “In this release, we’ve added new functionality, like secure 1:1 SMS, email messaging, and self-service origination options to boost customer engagement and convenience. Behind the scenes, we’re incorporating automation to increase efficiency, ease the burden on staff, and make scaling up painless. Our vision is that clients will use Doxim’s engagement solutions to digitally transform and grow, while keeping customer relationships at the heart of everything they do.”

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Key enhancements include:

Two Way Email and Text Messaging

Available for Doxim’s User-Assisted Account Origination, User-Assisted Loan Origination, and CRM, this capability allows staff members to connect with customers securely, through the channels they prefer most. As branch visits decline, this 1:1 messaging capability will allow organizations to improve how they assist customers remotely.

Self-Service Account and Loan Origination

Also included in the Fall Release of Doxim’s CEM platform is the recently announced Self-Service Account & Loan Origination module. With the arrival of this module, the capabilities of Doxim’s Account and Loan Origination solutions have been extended with self-serve functionality. Now customers can open deposit products and less complex loans in less than 5 minutes, and will soon be able to originate more complex credit requests such as mortgages and business products.

New Origination APIs

Doxim is furthering its API strategy by releasing the first set of Doxim Origination APIs for User-Assisted Loan Origination and User-Assisted Account Origination. Financial institutions can use these new APIs to integrate other systems, both third party and homegrown, with Doxim Origination, creating a holistic origination platform for their organization.

Configurable Intelligent Workflows

CRM can now trigger intelligent workflows upon the creation of a new engagement. These workflows have been made easier to manage so that they can be configured by the financial institution, to meet its particular needs. Now financial institutions can enforce a consistent approach to routine tasks, so customer service interactions are completed in a timely and efficient manner. For example, the new feature enables banks and credit unions to create follow-up engagements with workflows for abandoned applications and start a recovery process, so leads never go cold.

Improved Conditions Tracking

Doxim User-Assisted Loan Origination now includes enhanced functionality so loan conditions can be tracked in a more structured manner. Lenders can select from a list of conditions, which can be tracked and reported against, so the financial institution has a record of who acknowledged each condition, plus a status and change log. Users will be unable to upload the application to the core banking system if any of the loan conditions are not fulfilled or completed, enhancing lending compliance.

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