Why Integration Boosts Customer Trust and Repeat Orders

What does your customer experience when she walks into your branch?   Many banking leaders will say: She is greeted by a knowledgeable advisor in a modern branch. She’s offered a coffee. She receives transparent advice, with the advisor sharing the screen to build trust. She leaves feeling her needs were understood.   And that is often true - up to a point.   But hours later, she gets a push notification promoting a loan she explicitly declined. Two days later, she receives a cold call about another irrelevant product.   What’s happening here? Is she interacting with two different banks? From her perspective - and too often from the backend data - she is.   The reality is, the information she shared in the branch isn’t always integrated with the data the mobile app and contact center rely on. The process often depends on the manual input from branch advisor.   Many of us remember when “omnichannel” was the aspiration: synchronizing data across all touchpoints. In practice, this often proved complex and fragmented.   Today, as most customers primarily engage through their mobile app, we don’t simply need omnichannel - we need integrated channels, with mobile as the single source of truth.   We believe the best customer experience happens when advisor and customer see the same thing - literally. When what the advisor has on their tablet is the same app the customer uses at home - not just for consistency, but for data integrity and trust. In addition, it empowers customers to explore new digital capabilities with confidence, whether on their own or with an advisor's support.   At Raiffeisen banka a.d. Beograd, we recently took a big step in this direction by introducing our mobile banking app on advisors’ tablets in branches.   This has already made a difference: bringing data together, making the advisory process more transparent, and improving satisfaction. Even in the pilot phase, we saw faster sales processes and double-digit growth.   We are building the digital bank with a human touch. Integrated channels help us seamlessly connect digital and human interactions, creating consistent, meaningful experiences.   Thank you to the great team who made this happen. Together, we’re setting a new standard for what banking experience can be! Jelena Aksic, Iryna Arzner, Mathias Fanschek, Piotr Niedziela, Karoly Treso

Most customer support issues don’t stem from product failure—they stem from order anxiety. At Integrated Projects, we learned this firsthand. We analyzed over 200 customer support tickets across a 3-month window in Q3 2024. ~90% of inquiries boiled down to a single question: “𝗪𝗵𝗲𝗿𝗲 𝗶𝘀 𝗺𝘆 𝗕𝗜𝗠𝗜𝗧 𝗼𝗿𝗱𝗲𝗿?” Not complaints about price, quality, or scope. Just a request for status confirmation: → Was my BIMIT order received? → Has it been acknowledged by someone? → Is it progressing without blockers? → Is it still on track for the estimated delivery window? This revealed something simple but powerful: 𝗠𝗼𝘀𝘁 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗮𝗻𝘅𝗶𝗲𝘁𝘆 𝘀𝘁𝗲𝗺𝘀 𝗳𝗿𝗼𝗺 𝗮 𝗹𝗮𝗰𝗸 𝗼𝗳 𝘃𝗶𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝘆 𝗶𝗻𝘁𝗼 𝘄𝗵𝗮𝘁’𝘀 𝗴𝗼𝗶𝗻𝗴 𝗼𝗻 𝘂𝗻𝗱𝗲𝗿 𝘁𝗵𝗲 𝗵𝗼𝗼𝗱. When we introduced a visual order tracker in IPX—modeled like a project delivery pipeline with milestones and confirmation receipts—questions about ‘status’ dropped, and customer trust and repeat ordering increased. When customers can 𝙨𝙚𝙚 what’s happening, they stop wondering 𝙞𝙛 anything’s happening. If you’re scaling a service, don’t just optimize speed or cost. 👉𝗗𝗲𝘀𝗶𝗴𝗻 𝗼𝘂𝘁 𝘁𝗵𝗲 𝘂𝗻𝗰𝗲𝗿𝘁𝗮𝗶𝗻𝘁𝘆.

Today’s consumers expect seamless experiences across multiple touchpoints, whether they’re interacting with a brand online, in-store, or on mobile. As a result, enterprises need to master omnichannel strategies to meet these evolving expectations. According to Harvard Business Review, omnichannel customers spend 10% more online and 4% more in-store than single-channel customers, making it an essential approach for driving revenue. Take Starbucks as an example. Their omnichannel strategy allows customers to order via mobile app, earn rewards, and pick up in-store—all without missing a beat. The integration between the app, the physical store, and customer loyalty systems creates a frictionless experience, encouraging repeat business and fostering brand loyalty. For enterprises, the key to a successful omnichannel strategy lies in data integration. By unifying customer data across all channels, businesses can create personalized experiences and provide consistent service. This not only enhances customer satisfaction but also enables companies to make more informed decisions based on comprehensive data insights. In a world where customers move fluidly between online and offline environments, enterprises that can deliver a truly omnichannel experience will stand out, boosting both engagement and profitability. #OmnichannelStrategy #CustomerExperience #EnterpriseGrowth #DataIntegration #RetailInnovation #CustomerLoyalty #DigitalTransformation

Competitive rates are just the starting point. The value of a truly integrated home buying experience is what first-time buyers need most. From my experience, many borrowers don’t know any better than to focus almost exclusively on rate and don’t fully appreciate everything else that shapes their homebuying journey. First-time buyers face steep learning curves, tight timelines, and emotional decisions. When lenders, especially direct lenders, fully integrate working closely with real estate agents and synced technology platforms it removes friction and builds trust. The value of a highly integrated experience is clear: • Verified pre-approvals that carry real weight in competitive offer situations • Real-time communication between lender and agent that keeps everyone aligned • Loan officers who bring skill, care, and empathy to guide buyers through the process • A consistent, transparent process that empowers buyers to make confident decisions • A smoother journey from offer to close, where buyers feel supported every step of the way To serve buyers, especially first-timers, well, the focus needs to shift beyond rates and toward delivering a truly integrated experience. The companies that bring technology, people, and process together into a seamless journey will be the ones who succeed in today’s market. It’s not just about funding loans; it’s about helping people confidently achieve homeownership with less stress. I’m interested in how you aee fostering integration and collaboration in your own business? Would love to hear your thoughts. #IntegratedExperience #Zillow #ZillowHomeLoans #DirectLender #FirstTimeBuyer #MortgageLeadership #RealEstatePartnership #CustomerExperience #Homebuying2025

Sales and support are two halves of the same customer story—but too often, they’re telling it from different books. Sales runs in HubSpot, tracking every deal, activity, and forecast. Support works in Zendesk, managing tickets, resolving issues, and maintaining satisfaction. Both are doing critical work—but in isolation. And that’s where things fall apart. Without integration, teams lack context, customers get frustrated, and leaders lose visibility into what’s really driving—or blocking—revenue. A seamless HubSpot ✕ Zendesk integration changes that. Support agents are able to instantly see deal value, close dates, and lifecycle stages—right from their Zendesk view. Sales reps can track active tickets without chasing the support team for updates. Leadership can finally connect service metrics to revenue outcomes. No more toggling between tools. No more miscommunication. Just one unified customer view. We have been building this integration for our customers for a clean, bi-directional sync. Real-time updates. Zero disruption. Coz when sales and support speak the same language, customers listen. And they stay. Let’s bring your teams—and your data—together. Because aligned systems create aligned outcomes. And that’s where real growth begins. #Zendesk #HubSpot #CustomerSupport #Sales