Shackled Growth: Is Email Holding You Back from Scaling Up Your Financial Services Operations?

February 13, 2024
minutes read

The pursuit of growth in financial services is often hindered by the very tool that was once hailed as revolutionary - email. As operations expand, the burden imposed by email inboxes becomes increasingly palpable, demanding not just attention but full-time resources for administration. With lots of emails and multiple people using inboxes, it is easy for emails to then get lost and forgotten, significantly hindering operational efficiency, and posing a threat to customer satisfaction. In this blog, we take a closer look at the challenges presented by email that can hamper the scaling efforts of financial institutions.

The Email Overload Conundrum

In the financial services sector, email is often the go-to medium for client communications, regulatory correspondence, and internal dialogue. It's perhaps understandable - after all, the ubiquity of email makes it seem like an obvious choice. However, the accumulated time spent managing inboxes is becoming a major concern.

A McKinsey report suggested that high-skill knowledge workers, such as those in financial services, spend about 28% of their workweek managing e-mail. Consider the compounded effect of this across an entire organisation, and it's clear how email can rapidly morph from a facilitator of business to a suppressor of progress.

The Administration Burden

As financial operations broaden, the administrative strain on email inboxes transforms into a formidable challenge. What was once a manageable flow of communication now demands a dedicated workforce solely tasked with the intricate administration of inboxes. This transformation from a communication tool to a full-time administrative responsibility introduces a burden on financial institutions. The escalating volume of emails necessitates additional staff, diverting valuable human capital away from strategic initiatives critical for scaling the business. 

The need for inbox management not only consumes time and effort but also depletes resources that could otherwise fuel innovation and drive the institution towards scalable success. The administrative strain caused by email emerges as a bottleneck, hindering the efficient flow of operations and impeding the institution's ability to prioritise forward-thinking initiatives amidst the ongoing administrative pressures.

The Strain on Finances and Manpower 

As financial operations burgeon, the conventional role of email unravels an often-overlooked challenge – the strain it places on both financial resources and manpower. The resource-intensive nature of email, in its traditional form, becomes increasingly apparent as operations expand, demanding meticulous consideration in resource allocation. With the growth of financial services, there is a surge in demand for storage, heightened server capacity, and increased reliance on IT support, contributing significantly to a substantial drain on both financial and human resources. This drain transcends financial concerns, extending its impact to the allocation of crucial manpower, diverting it away from initiatives that are instrumental for scaling up in a fiercely competitive financial landscape.

The Threat to Customer Satisfaction

Operational inefficiencies resulting from the burden of email extend beyond internal processes; they directly threaten customer satisfaction. Lost emails, delayed responses, and overlooked client requests can erode the trust and satisfaction that underpin client relationships. In an industry where customer loyalty is paramount, any compromise in satisfaction poses a substantial risk to the long-term success of financial institutions. As financial institutions grapple with the challenges of email, the threat to customer satisfaction looms as a critical consideration, emphasising the need for a strategic shift towards more efficient and customer-centric communication channels.

Verified Identity Messaging: the Key to Growth and Scalability 

Verified Identity Messaging (VIM) emerges as a pivotal solution in meeting the escalating demands of customers and propelling financial institutions towards growth and scalability. Nivo's Verified Identity Messaging platform, tailored for regulated industries, revolutionises customer communication. 

Serving as a comprehensive messaging channel, Nivo eliminates the constraints of traditional communication channels like email, phone, paper, and post. This transformation not only addresses the immediate needs of efficient communication but also positions financial institutions strategically for seamless growth. The configurability of Nivo's VIM platform allows for the automation of document requests and timely responses, ensuring a continuous and streamlined customer journey. By adopting Nivo's innovative approach, financial institutions can unlock the potential for sustained growth.

In Conclusion: A Path to Seamless Scaling

It is evident that email has evolved into a barrier to both growth and scalability within the financial services sector. The obstacles posed by email overload, administrative burdens, resource strain, and the risk to customer satisfaction emphasise the urgency for a transformative change in communication strategies. 

In response to these challenges, the rise of novel and innovative technologies, particularly messaging platforms, emerges as a guiding light for progress. By liberating financial institutions from the constraints of traditional communication channels and providing a comprehensive, streamlined approach, Verified Identity Messaging (VIM) not only meets immediate communication needs but also strategically positions these institutions for continuous and sustainable growth.

To learn more about the challenges that email is presenting to financial services firms, download our guide: 10 Reasons why Email is Killing Efficiency, Speed, and Security in Financial Service Operations today.

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