The convenience offered by mobile and web apps has compressed the use of physical cash and expanded digital transaction volumes, leading to increased pressure on IT systems. Early warnings and automatic responses are crucial for service availability, overall business efficiency and increased returns on technology investments.
Coined from the use of towers in the old days for observation, communication and response to threats, Tower is a combination of best-in-class software and expertise for chaos engineering, full-stack application performance monitoring, customer journey and experience monitoring, actionable intelligence and auto-remediation. A no-code API-based integration engine seamlessly connects all these components that are required to deliver an optimized AIOps platform to businesses of all sizes.
Real-time insights and calls to action are sent to the right persons via email, SMS and on-demand reports. Clients that choose the premium “Diagnostics as a Service” option will have Nathan Claire’s subject matter experts as their first responders.
The whole world, down to the remotest village, depends directly or indirectly on technology. The benefits are compelling further digitalization but a failing payment app or taxi hailing app may be the difference between life and death. The need to keep a responsive eye on the health of these critical systems that support daily living has never been more important, and Tower brings all the elements of an end to end AIOps solution together and affordably, even to small and new players.
Tower hardens clients’ entire service delivery environment and delivers additional benefits such as enriched data capital, dynamic business insights and better workforce management.
Tower delivers Monitoring as a Service, and Diagnostics as a Service, to clients across the world.
With the growing interconnectedness of technology, the siloed visibility provided through Application Performance Monitoring, Infrastructure Monitoring, Log Monitoring and Customer Experience Monitoring no longer suffices and has evolved into enterprise monitoring on a single pane of glass.
Our technology performance monitoring solutions go beyond length and breadth of traditional approaches to provide a single unified enterprise-class observability into your current and evolving IT environment, including your core business applications, web and mobile apps, databases, services, processes, on-premise and cloud-based infrastructure, network devices, ATM, POS and IoT devices, security vulnerabilities and connections to 3rd parties and external endpoints. We correlate full stack observability data, infrastructure metrics, transaction traces, logs and much more together in one integrated platform that delivers root cause determination, actionable intelligence and insightful visualizations. In addition, we analyze real user activity to reveal how technical problems are impacting your customers and revenues.
Your teams will have visibility into all your on-premise and hosted applications, technology stack as well as user activity and customer experience to obtain deep insights into:
All our software solutions are backed by our certified implementation, training and support resources to ensure that your objectives are met, and that your immediate and long term returns on investments are optimized.
It is inefficient to manage your business by depending on assumptions about individual customers’ interests, needs, wants or values based on a “persona” that has been assigned according to demographic attributes. Leading digital companies have learnt that the key to understanding customers lies in the quantitative insights revealed by their actual behavior. For example, a lot can be inferred from a customer who pays out over $5,000 each month and hardly receives. This information is more relevant than the customer’s gender or age. Also, you cannot rely on your customers to raise the red flags that help you validate your assumptions and therefore manage retention or churn.
It is 100% efficient however, to identify these red flags by capturing customers’ behavior and outcomes and analyzing their digital footprint. In digital transaction processing especially, actions still speak louder than words, and frustrated customers often say nothing at all.
As control and experience moves away from internal staff to external customers and partners, service quality can only be measured and improved by measuring and improving the experience of those customers and partners. Digital Experience Management (DXM) is the set of tools and processes that makes this possible by providing actual process metrics, rather than customer-inputted satisfaction scores.
These process metrics capture the crashes, error rates, turnaround times, delays, queue lengths, elapsed time to resolution and other attributes that objectively quantify customer satisfaction at individual customer, product, service, loyalty segment, geography and other aggregate levels. In addition, process metrics give customer service, product management and software development teams the information they need to maximize productivity while reducing costs. Whilst CSAT and NPS scores are about perceptions, process metrics are completely objective. Therefore, comparing both results tells you whether a problem (if any) is a technical, a marketing or relationship management issue.
Perhaps the most important benefit of digital transformation is that it gives organizations the ability to create new revenue streams in ways and pace that can never be matched by analogue/brick and mortar operations. Increasing the effectiveness, ease and emotion that customers enjoy by just one point can equal millions of dollars in incremental revenue. Therefore, organizations that leverage customer behavior data to generate behavioral insights outperform their peers by 85 percent in sales growth and more than 25 percent in gross margin.
At Nathan Claire Africa, we understand that organizations will only invest in software and services that move the needle on revenue and customer service KPIs. Merely improving customer satisfaction is not enough. So, beyond all the talk, we have built practical and easy-to-deploy solutions that accelerate digital transformation and help organizations automate strategies to retain customers, acquire new ones and increase share of wallet.
Over the years, Nathan Claire Africa has evolved into a leader in transaction data monitoring and analytics, with a sterling track record providing solutions and delivering results to about 40 banks, telcos and payments companies. Through our solution, we empower clients to:
Cultivate exceptional customer experiences – Continuously gather digital transaction records to analyze important information and performance metrics
Adopt data-driven banking engagement strategies – Analyze transaction mix, profitability and information such as current available cash positions from the channel level, down to the individual ATM, POS or digital banking application
Speed up reporting cycles – Blend complementary data feeds including transaction data, BIN lists, geolocations and population demographics to create new reports and perform timely ad hoc queries, without spending timely, resource-intensive cycles gathering data, correlating data, and building reports via macros and queries.
Edge is an on-premise platform that leverages on the wealth of data captured by application performance monitoring solutions as well as data residing in disparate databases within your technology estate to provide you with OOTB and custom business-focused reports and dashboards, as well as performance indices and calls to action (operational intelligence). The calls to action include lists of frustrated customers or customer segments, churning customers, cross-sell and upsell opportunities, etc. Edge is highly customizable and alerts on KPIs such as transaction volumes, ATM or agent cash levels, failure rates or error levels can be sent via email or SMS to responsible officers.
Digital transformation of customer services and transaction processing requires a corresponding transformation of back office functions like reconciliation. The speed of reconciliation must evolve to match the speed of digital transformation, and also provide auditable trails that shows how the balance sheet was derived. Without this, senior management will be forced to certify accounts without visibility into how the numbers were achieved. Our high performance accounts and transaction.
Reconciliation platform offers robotic process automation to allow organizations automate all reconciliation activities. It uses extensible business rules, intelligent workflows, corrections posting rules and process orchestration to transfer over 90% of investigative and remedial work from people to technology.
The TKL Platform is the most sophisticated loan management platform in the world today, having won over 16 awards in the last 3 years. Users include some of the largest digital lenders in 27 countries. TKL Flow allows the automation of various credit strategies such as customer acquisition strategies, on-boarding strategies, deposit mobilization strategies, customer retention strategies, debt collection strategies, etc.
The heart of the platform includes business process management, extensible business rules, automated decisioning and the ability to develop scorecards for credit scores, fraud scores, behavior scores and collectability scores for past due items.
Improved and risk-aware access to credit has the potential to change financial behavior and develop economies. Boost is a comprehensive digital lending and savings platform that allows financial institutions execute a Fintech play.
It offer inexhaustible variations of credit products including Unsecured Nano Loans on Phones, PayDay Loans, Microfinance, Asset or Device Financing, Mortgages, Supply Chain Financing, SME Finance, Peer-to-Peer Lending, Islamic Finance, etc. Lenders can link credit scores, borrowing limits and pricing to customers’ savings and transacting habits.