Banking

Assignment examples

Overview

The banking industry is currently characterised by three trends:

• Costs control
• Streamline of existing assets (integration of accomplished acquisitions or mergers)
• Improvement of commercial opportunities with existing customers

Besides all this, retail banking, not often thought of as attractive during the years of the stock exchange market rise, came back as an important backbone of the banking sector through its financial performance and revenues when means at disposal were used and leveraged in an efficient way. In this context, banking organisations, banks and insurance providers must raise their profitability (operating result) as well as use their customers' trust as a way of improving quality services and thus their income.

To achieve this, new operating models are yet to come into force:

Multichannel banking makes it possible to shrink costs on every single channel (agency, contact centre, web site). This occurs through the personalisation of the service and the relationship of high added value activities for customers, and through automation of recurring tasks.

Consistent content management of information especially commercial- on all channels (leaflets in agencies, products and services description on the Internet, customer service representatives tools) shared by all (directly or not) those in contact with customers is a second step to take to get even further in terms of information security, costs reduction, channels integration and pro activity.

Information and communications technologies ease the sharing of data between actors, referential management and process automation. They allow customers to become involved (household or company) in internal processes and thus make customers opening time grow at a limited cost. Those technologies are implemented in agencies networks (more and more efficient and scope-enlarged self service banking) and in multimedia relationships (Internet home Banking, automatic mail routing, Interactive Voice Response with vocal recognition, mobile banking though the use of PDA or SMS,).

Our main references:

• BNP Paribas
• Banque Directe
• Groupe Banques Populaires
• FETA (First European Transfer Agent)

Assignment examples

For a retail banking leader, implementation of a Customer Relationship Management methodology

• Customer Relationship diagnosis
• Target organisation definition
• Detailed analysis of claims process
• Process, organization and procedures re-engineering
• Customer Relationship Management tool selection
• Selected tool implementation
• Extension to the other Customer Relationship processes

For a leading organisation specialized in financial transfer, implementation of a Customer Relationship Management methodology

• Customer Relationship diagnosis
• Target organisation definition
• Determination of necessary means, of the planning and associated ROI

For a retail banking national leader, setting up of a multimedia contact centre (inbound and outbound/phone and email)

• Definition of service offering : distribution of services between the contact centre and the agency's network, contact centre services scope
• Definition of human, organisational, controlling and technical needs
• Assistance during implementation (engineering and planning of Customer Service representatives training, processes definition, methodologies and procedures proposal, key performance indicators and follow up)
• Preparing and assistance of transfers from the agencies network to the contact centre

For a retail banking national leader, study of implementation of a content management platform and of the underlying organization

• Study of creation and maintenance processes in a multichannel environment
• Commercial content sources and production tools overview, definition of mid and long-run possible evolutions supported by a platform and further specific developments
• Definition and controlling of implementation project

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