Growth Strategy, Webportal, CRM
Retail Bank Transformation Program
With an 80,000 corporate customer base for its Cash Management subscription web portal, the Retail bank receives a massive load of client requests through direct interactions with the sales forces via the Middle Offices. To improve customer satisfaction (delay and accuracy), reduce the workload on Middle Offices, and gain cost-effectiveness, the bank investigated priorities to foster digitization in the perspective of the ongoing renovation of the CRM Information System.
Identified all use cases and created a draft workflow of clients request in liaison with the usage of services through the web portal or via a direct request to Middle Offices, Proposed a subscription model a premium service, Contributed to the CRM implementation roadmap.
Creation of a request referential aligned with all other web services subscribed by clients, Mapping of Use cases and related documents prone to digitization, Prototyping a request management workflow and an online request dashboard, Events timeline, status management, KPI, …).