Core Modules

Accelerator provides a 360-degree view of each prospect and customer in real-time. Name, address and personal attributes are shown alongside products held, service requests, sales opportunities and a full contact history collected from every interaction across any touch point. Data may come from many different places but they are all shown in the Single View without needing replication. Users can see at a glance the entire Customer Relationship.

Whether individuals, joint account holders or organisations, Accelerator simplifies communication with prospects and customers. Face to Face in the branch, over the phone or Internet, by letter, email, fax or even SMS, in Accelerator processes can be configured within the system to ensure consistent communication relating to each service issue or sales opportunity. Accelerator also manages the complex relationships that exist between people, accounts and addresses assisting with “Know Your Customer” regulation. A diary of notes is kept showing key changes and updates to the record.

Everything saved in the Summit database is available through Accelerator so that common customer enquiries can be resolved without needing to access the Summit Central software. Access to all Summit information is tightly controlled by Accelerator’s security privileges. Frontline and Accelerator talk to each other so that cashiers and other branch staff can begin a customer transaction in Accelerator and jump in and out of Frontline as required. Account details do not need to be rekeyed. When a Mortgage application is being processed in Activate, Accelerator can show this and its progress to the operator. Accelerator is being configured to replace the Summit Deeds module. When a prospect opens an account, Accelerator automatically moves key information to the Summit database so that a Customer record is created without rekeying data as well as providing an ongoing audit of the sales process and contact history.

Accelerator produces personalised letters, pre-filled forms as well as emails from configurable templates. Microsoft Word, PDF and HTML formats are supported. Once a sales or service business process has been loaded into the Workflow System, documents can be produced automatically as and when they are required. This ensures an accurate and consistent approach is taken when contacting prospects and customers. Users can also send ad hoc letters simply by selecting the appropriate document from the template library.

The marketing team can set up and process target lists for campaigns (from Accelerator records, Summit records or external sources). Information that an individual has been or is being targeted by a campaign can be viewed by staff on the customer single view when the record is accessed so they can progress the sales opportunity as appropriate. Live campaigns generally involve the use of prompts to emphasise any action required. The performance and results of campaigns as well as the individuals involved in them can be monitored and reported for analysis.

When a campaign is running, cashiers will receive “Intelligent Prompts” about the campaign when a target prospect or customer arrives. These prompts can be configured only to be shown to particular cashiers or at different times of the day. A cashier can choose to deal with the prompt immediately, later in the conversation, set it to reappear at a later date or ignore it entirely. Responses to the prompt are recorded so that campaign and operator performance can be analysed. Intelligent Prompts can relate to sales campaigns, service issues, a specified list of prospects or customers or be purely information prompts advising the cashier about a particular attribute of the customer (e.g. Hard of Hearing). If a prompt leads to a sales enquiry, a sales opportunity is created automatically with the appropriate sales process and lead source already recorded.

From enquiry to completion, every sales opportunity is stored and managed in Accelerator. Any type of product can be sold through opportunity management including third party products not maintained in Summit. The sales process used can be different and configured dependant upon each type of product being sold as well as the lead source. Any information that is needed to assess or progress the opportunity can be saved in Accelerator. The Workflow System is used to track and manage any change in the opportunity in an accurate and consistent way: milestones as well as individual contacts and interactions are all recorded against the opportunity as well as the Single View. This meets a number of the “Treating Customers Fairly” obligations.

Each lead in Accelerator generates a sales opportunity. Leads can be routed to different branches or teams through the Work Queue system. Any costs associated in acquiring the lead can be set up. For example a fixed advertising cost may be spread against the number of leads generated or there may be a fixed cost per lead. The lead source is always saved so that management information is available about which lead sources are most effective.

Each customer service issue, case or even complaint is processed through the Accelerator Workflow System so that every action, document or phone call can be processed quickly and efficiently. From simple steps to multi-branching conditional processes, any business process can be mapped into the tasks to be performed. Escalation and timeout functionality ensures that customer service levels are maintained.

Accelerator has integrations for address lookup with two providers: QAS and Satori Mailroom Toolkit.

Accelerator can build lists based upon complex searching and filtering requirements for building campaigns and large mailings. Lists may be based upon any element of real-time data in Accelerator as well as carefully chosen items from external data analysis systems. List can be imported and exported in industry standard formats (e.g. text, Microsoft Excel). Accelerator’s deduplication technology ensures data accuracy when loading new records. Once a list has been generated, intelligent prompts can be configured to display against the target list or a record of a campaign mailing to the list can be recorded using the bulk functions.

A comprehensive range of reporting options are provided. Configurable dashboards (graphical screen displays) show key performance indicators so that managers can see operational performance on a real-time basis. Reports can be built using Accelerator’s GBOS Explorer technology and integration with Crystal Reports and Microsoft Analysis Services offers unlimited flexibility. Reporting and analytics are available to operators through Accelerator’s Query tool.

Accelerator’s powerful and flexible workflow capabilities deliver timesaving automation as well as consistency, accuracy and audit to all business processes. Each member of Staff can see his or her outstanding work load, as well as any work outstanding for the teams and groups to which they belong. The system can automatically remind an operator or manager of outstanding actions. Staff communication and time management is handled through shared diaries. Tasks are routed, scheduled and prioritised on to Work Queues for the appropriate staff to receive items of work, calls or appointments. Team managers can assign tasks directly to individuals or to queues.

All product information relating to Society products and third party products can be stored in Accelerator. Sophisticated criteria and pricing rules can be managed through the Accelerator Rules engine. For example, mortgage underwriting criteria can be set up and maintained using the rules engine and then applications can be automatically assessed against these criteria.

Whenever a prospect or customer is being asked a question, Accelerator can provide a script to the operator. For formal application processes, it is vital that these scripts comply with regulation and offer the correct questions and possible answers. Accelerator’s Script Management system enables clients to offer highly customisable question and answer sessions all within an audited and version-controlled environment. Scripts guide operators through the process of collecting information, ensuring that validation and completion rules are met. Scripts contain conditional logic to decide whether to ask certain questions or not and can also call on rules to determine which script path to follow. The data captured during the script process can be audited to demonstrate compliance with that element of regulation.

Accelerator has a web interface so that Rubicon’s clients can, for example, set up an online application process that can feed directly into Accelerator or display information from Accelerator. Accelerator supports registration and secure login to a web site. From here, customers can enquire or apply for products as well as make customer service requests. Product and affordability calculators use the Rules Engine for calculating rates and repayments. For intermediaries there is a lead management system where new business can be submitted online and its progress tracked as a sales opportunity.

Accelerator’s Rules Engine provides a rich suite of tools for implementing sophisticated business rules. As rule definitions are saved in the database and interpreted at run-time, this puts extensive control of system functionality into the hands of the client project team and IT staff for any future maintenance and evolution of the system. The rules engine provides the client project team and IT staff with the ability to configure and maintain simple and complex business logic and rules without needing to engage Rubicon’s consultants. For example, detailed processing rules can be added to workflow to change an existing business process – e.g. who can handle certain types of complaints.

Accelerator has XML integrations with Experian and Equifax providing full CAIS and Insight information respectively. This can be used in conjunction with the Rules Engine to provide sophisticated product selection, criteria and scorecard-based decisions.

Accelerator integrates directly with telephony to exploit the efficiencies available from caller number identification (CLI) and automated outbound dialling. Where the telephony infrastructure supports this, on an inbound call Accelerator can display a list of possible contacts to help identify the caller immediately and calls can be transferred from one Accelerator user to another through the software itself.

Accelerator has integration with Outlook for email import, email sending and meeting / scheduled task synchronisation.