Financial Services Operations for Banking Datasheet Automation designed for frictionless banking Today, traditional banks feel pressure to transform and become "banks of the future digitally," but done faster and at scale. Forrester has predicted that the economics of the next decade will demand more complex, future-fit technology strategies from banks—rooted in customer obsession, and that enables an unprecedented level of adaptivity, creativity, and resilience. Banks that don’t adopt a future-fit technology strategy will fail because consumers, commercial customers, and employees now have heightened expectations for both their employee and customer experiences. With Financial Services Operations, banks can: • Deliver immediate, convenient client experiences • Innovate at scale with a single system of action • Digitize siloed processes and connect employees, functions, and any core system across a banks architecture • Further accelerate time to value with automation, artificial intelligence, machine learning, and analytics • Manage risk, compliance, and ESG objectives in real-time Financial Services Operations: Deliver banking experiences that drive client loyalty Financial Services Operations for Banking is a cloud-based digital workflow platform that is purpose-built to solve for the unique challenges banks face. With one platform, one architecture, and one data model, Financial Services Operations leverages the power of the ServiceNow platform and is easily integrated with our core management capabilities, bringing people, systems, and data into a single place. With Financial Services Operations, client interactions are streamlined so banks can optimize and automate financial transactions, saving time and cost. By breaking cases into discrete tasks and connecting any system where employees do their work, ServiceNow enables the entire bank to come together to solve client issues quickly and with full transparency. Innovate at-scale With The Platform for Digital Business, banks can accelerate software innovation across the firm by adopting leading-edge architectures, delivery practices, and applications. Simplify complex processes Financial Services Operations' intelligent frameworks can create transparent, repeatable processes that save time and cost. Accelerate time to value The modular platform's reusable integrations make for easy implementation in as little as 12 weeks. Streamline dispute resolution Efficiently resolve disputes with a single workflow, pre-configured with Visa guidelines. Intelligently orchestrate and automate work across existing processes and technology By prioritizing outcomes, challenging ways of working in operations, and exploiting data-driven process automation through ServiceNow’s Financial Services Operations platform, nine processes have been revolutionized Lloyds Bank Group Benefits © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Otros company names, product names, and logos may be trademarks of the respective companies with which they are associated. servicenow.com How we are different: A single, consolidated financial data model Financial Services Operations' data model and analytics for banking services are standardized to ensure a seamless connection with ServiceNow's platform, thus saving hours of development time. Banks can manage all configuration data with full life cycle support. Automate and optimize any process with Financial Services Operations Core Capabilities Banks can deliver frictionless client experiences with ease and speed while minimizing operational costs. Benefits Increase productivity ServiceNow unifies systems and teams with a single digital system of record. This empowers employees across departments to work in sync and enables immediate delivery and convenient client experiences. Seamlessly integrate with the ServiceNow platform The standardization of the Financial Services Operations data model facilitates easy integration with the bank’s existing ServiceNow platform. This lets implementation partners fully utilize the design and architecture without reinventing the wheel. 91% FSO core capabilities deliver frictionless client experiences Deliver immediate and convenient banking Financial Services Operations’ out-of-the-box applications help banks offer immediate, convenient banking experiences across onboarding, cards, payments, loans, treasury and deposit operations, and exceptions/disputes management. Banks can further improve servicing across all client touch points, from when a client first onboards, to when they have questions or need support, to when they add products and services as their relationship with the bank grows. You can do all of these and unify your bank’s architecture without replacing existing systems, thus saving time and money. Payment exceptions resolved with automation (previously 100% manual) Innovate by transforming your internal business processes with differentiated features like playbooks, process optimization, intelligent workflows, and service- aware install base. Leverage digital workflows and a highly efficient task model to streamline work and processes to provide clients with proactive banking services when and where they need it, reducing client effort and thus driving long-term loyalty. 200% Year-over-year increase in self- service © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Otros company names, product names, and logos may be trademarks of the respective companies with which they are associated. servicenow.com Banking Applications Client Lifecycle Operations: Accurately auto-approve more clients online and remove friction in the customer onboarding journey. Lower client acquisition costs with the integration of AI/ML platform while adhering to regulatory requirements with ease. Treasury Operations: Reduce the complexity of the treasury product onboarding process. Digital forms enable secure, compliant, efficient processes for internal teams. Focus on the most important tasks with personalized workspaces. Deposit Operations: Complete work faster by optimizing processes and automating the most common deposit account requests. Payment Operations: Provide visibility into claim status and outcomes. Help clients create payment inquiries and monitor the status of their inquiries, all in real-time. Obtain insights into payment operations, performance, and trends with real-time reporting and dashboard. Loan Operations: Achieve cost efficiencies via streamlined processes and automation. Support retail and business loan servicing on a single platform. Card Operations: Reduce processing time and increase CSAT by creating and managing cases and tasks for credit card and debit card requests. Reduce dispute-resolution time by leveraging intuitive out-of-the box manager dashboard, pre- populated and regulatory aligned email templates Complaint Management: Prioritize, resolve, and reduce complaints in a controllable and auditable way. Intelligent Servicing for Fraud: Facilitate fraud resolution with connected technology and teams. Provide full transparency by allowing customers and back-end systems to initiate cases, prioritize high-impact issues to help reduce financial losses, and remain compliant with embedded SLA tracking. © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Otros company names, product names, and logos may be trademarks of the respective companies with which they are associated. servicenow.com Create consistent, secure onboarding processes Deliver frictionless banking services Prioritize and quickly resolve exceptions Core Capabilities Branch Manager Dashboard: Empower branch managers with visibility across business domains and a holistic view of branch operations through real-time dashboards that are role and persona based. Enable corporate HQ with insights into branch performance. Dispute Agent Workspace: Reduce dispute- resolution cycle times with a purpose-built dashboard that provides dispute agents with end-to-end dispute history, easy access to the most relevant tasks and data, and 360-degree views of all customer transactions all in a single view. Omnichannel Call Back: Allow customers to request a callback via Zoom or phone as soon as a representative is available via Engagement Messenger or a portal. Google Business Messenger: Empower customers to initiate conversations from Google entry points like search, maps, and websites. Proactively send representative and system-initiated messages to customers via Google Business Messages* Real-time voice script with Amazon Connect: Automatically capture and transcribe conversations in real time via Amazon Connect integration. Display conversation transcripts in the agent workspace alongside customer data and case details Document Intelligence: Document management solution that utilizes machine learning and artificial intelligence to enable quick and easy extraction of information from documents including passports, drivers licenses, and identity cards, improving processing time and client experiences. Document Processor: Collect and verify documents that are used in workflows across Financial Services Operations applications. Submit documents for verification and request deferment or exception. Document Templates: Create specific tasks for each unique participant in a document. Minimize client mistakes and avoid time-consuming back and forth by simplifying the review, filling out, and signing process. Decision Tree Builder: Rapidly construct, validate and deploy guided decision trees and improve admin experience with an easy, intuitive, non-technical builder interface.