Financial Services Operations for Banking Future-proof your bank with AI-powered experiences In today's competitive banking landscape, amidst increasing fintech competition, the demand for instant, personalized customer service is critical. A single, inconvenient experience can severely damage a customer relationship. The problem is, many banks face challenges in transforming their services quickly due to disconnected teams, systems, and technologies across their front, middle, and back offices. So, how can banks accelerate business transformation to grow customer relationships? With Financial Services Operations, banks can: • Efficiently onboard customers: Streamline compliant customer onboarding across any product type with highly configurable onboarding experiences. • Provide end-to-end customer service: Intake customer service inquiries through any channel. Support agents with expert playbooks, workspaces, automation, AI assistance and more. • Resolve transaction disputes: Fast track dispute resolutions with integrations across card networks and a case management platform dedicated to resolving disputes and fraud. • Handle customer complaints: Simplify the complexities of intaking and resolving complaints with pre-built experiences and reporting features. • …and more! 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. Top Benefits Reduced costs Lower operational costs associated with customer support and case management. Improved customer satisfaction and loyalty Provide quicker resolutions and smoother interactions, leading to higher customer satisfaction ratings. Reduced contact center workload Decrease incoming contact center volumes, freeing resources for higher-value tasks. Enhanced operational efficiency Improve overall efficiency by automating and streamlining customer interactions. Mitigated regulatory risk Reduce potential regulatory fines by maintaining auditable processes. Resolutions in day/weeks O N E A I - P O W E R E D C U S T O M E R E X P E R I E N C E W O R K F L O W O N B O A R D I N G | S E R V I C I N G | O P E R A T I O N S © 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. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. servicenow.com 2M+ 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. Automate and optimize any process with Financial Services Operations Core Capabilities 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. 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. Seamlessly connect and integrate The standardization of the Financial Services Operations data model facilitates easy integration across the ServiceNow platform. This also lets implementation partners fully utilize the design and architecture without reinventing the wheel. Easily integrate beyond ServiceNow with key banking providers. Cases created inside of ServiceNow 200% Year-over-year increase in self-service ServiceNow has played a huge part in helping us to deliver end-to-end, data- driven service enhancements. © 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. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. servicenow.com — Bank of Montreal (BMO) Banking Solutions Disputes Management With one AI-powered workflow, Built with Visa and integrated with card networks, your bank can automate and orchestrate disputes with a single experience layer. 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. Create consistent, secure onboarding processes Deliver frictionless banking services Streamline operations for mid and back office © 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. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. servicenow.com Now Assist for Financial Services Operations Leverage Generative AI purpose built for banking. Accelerate customer service resolutions by summarizing case details to agents, generating knowledge on-demand, writing final case notes, and more. 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.