Poor communication between marketing and IT is partly to blame for the poor delivery of financial services via the Internet, according to new research.
Other factors include a lack of agreement on objectives and a failure to develop a coherent Internet strategy; badly designed or non-existent processes; poor Web site design and enquiry fulfilment; and woefully inadequate supporting systems for customer management.
The survey, by Market Elan for Microsoft and e-business software house Onyx, found that 61% of companies may be failing to meet customer expectations.
Of 126 financial firms, 31% did not have a Web site or did not have a facility for submitting an electronic information request. Of those to whom a request was submitted, 26% did not reply, and a further 17% took six calendar days to reply.
The report offers the following remedies: