Bank Vontobel Sets New Standards for Advisory Services & Monitoring Sales
Over 300 customer advisors are working with an advisory portal that supports the technical data processing of the Company-internal strategy of long-term and integral customer loyalty.
Process-Oriented Client Management: Focus on the Customer
The Bank’s top management started the project with the goal to establish advisory and sales standards and by doing so, to ensure quality on a large scale. Bank Vontobel’s objective is to focus on the customer. As for their customer universe, they not only focus on the customer, their investments and requirements, but also on complete customer networks that are associated through family or business relationships.
Improved Acquisition Tools
The advisory portal offers improved and supporting functionalities in the areas of customer care, acquisition and retention. Additionally, the various stages in the acquisition process – from the «no-contact-address» to the potential customer to new customers, are clearly indicated and made accessible for evaluation.
Early-Warning System Indicates Possible Customer Withdrawal
One of the most interesting applications is the ‘customer-care barometer’, which indicates the general and individual customer-care standard of each customer and displays the customer contacts. Monitoring the degree of customer satisfaction as well as other relationship and customer characteristics result in an early-warning system, providing early information as to possible customer withdrawal.
Finance Platform Accelerates the Implementation of Projects
Vontobel decided in favour of a self-development based on the Client Management from Bosch Software Innovations. The Client Management solution consists of technical and professional components, capable of bringing efficiency and momentum into a project. The technical components accelerate the implementation of the architecture.
The specialized components are formed by a business-object model for Client Management front applications as well as a variety of pre-processed reports, charts and rule-embedded know-how for automatic analyses, which, among other things, is used to generate advisory indications and for portfolio monitoring.
Positive Self-Dynamic Effect
The pre-processed components of the platform and the experience of the project team allow for the tight schedule to be kept with. The pressure is not necessarily uncalled for and leads to a positive self-dynamic effect, which is decisive for the success of a central and strategic project.
Iterative Development of the Client Management Software
The so-called iterative development, which Bosch Software Innovations has been successfully implementing for years, was beneficial for the good cooperation. "Important parts of the application are already visible at an early stage and can be discussed in depth", declares Achim Berger, Managing Director of Bosch Software Innovations. The timely involvement of the specialty departments concerned promotes the acceptance and improves the application. The result is a working environment made out of one piece, with close reference to practice.
