Intelligent CIO North America Issue 29 - Page 57

CASE STUDY

As a leading digital financial services company , Ally Financial is dedicated to ‘ making banking smarter and simpler .’ And it has worked to do so for the past century , with the organization evolving as customer needs change – beginning as an automobile financier and modernizing into an innovative provider for online banking , lending , home loans and wealth management .

the institution took on the challenges posed by the pandemic and found a way to provide both relief and new services to customers .
“ Ally was the first financial institution to provide relief for our customers . We offered a fully digital capability for our customers to rewrite their loans online . You didn ’ t have to pick up the phone ,” Muthukrishnan said .
Now , with customers ’ expectations for elevated services ‘ through the roof ’, Sathish Muthukrishnan , Chief Information , Data and Digital Officer at Ally , knew the company had to deploy the right tools to enable an agile , digital-first approach that would improve customer and employee experience alike .
Where trust and innovation meet
While a crisis sparked the innovation , a theme of disruption continued in 2020 and beyond , as Muthukrishnan noted : “ From an innovation standpoint , we rolled out in 2020 what we call ‘ savings buckets .’ It ’ s our way of helping customers figure out where and what they want to save for and what is important to them . We allow easy manipulation and movement of money , including automated savings .”
Continuity and innovation are never in contrast with each other at Ally which is based in Detroit , Michigan . With customers facing unrivaled uncertainty in 2020 ,
Customer experience may be fueled by innovation , but it hinges on trust – a fact that Ally , like many financial services institutions , knows well .

SECURITY PLAYS A MASSIVE ROLE IN CREATING THE TRUST BECAUSE OUR CUSTOMERS ARE NOT COMING IN AND SEEING US .

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