Practical example Credit Suisse – Private and Wealth Management Clients CH
Today, customers want to deal with simple requests online. For complex issues, there is a demand for seamless multi-channel advice. hpo has supported Credit Suisse in translating this changed client behavior into a future-oriented business process model, which also significantly relieves the relationship managers of small administrative tasks.
In response to changing customer needs and the ever-increasing administrative tasks in the front office areas due to the density of regulation, Credit Suisse is pursuing a consistently customer-focused multichannel strategy.
Aims of the project
As part of the “66% Client Time” program, various measures were to be worked out to make it easier for the affluent relationship manager to focus on his/her core tasks of client consulting and development. A continuous multi-channel consulting service was to be made possible.
To analyze today’s services, roles, and responsibilities along the business relationship cycle, the project team chose a “top-down-bottom-up” approach. While representatives of top management in the front, mid and back-office presented their visions, interdepartmental workshops were held to describe and analyze services and representative business cases. Based on these findings, the project team developed a multi-channelcapable business process model with clear roles and end-to-end responsibilities for all affected departments. To raise the identified potentials for increasing the client time of affluent relationship managers, the project team developed an implementable pilot concept for the client servicing process, which is now being tested.
The development of a multi-channel-capable and a consistent customer-oriented business process model with clear roles and end-to-end responsibilities is the prerequisite for a substantial increase in customer experience and internal efficiency. The involvement of know-how carriers from the partner organisations in the development of solutions also ensures that the project results are implemented.