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Case Study
Major corporate Swiss Bank desired to open a new operation to meet the needs of the targeted client segments within the mass affluent market. They had no previous experience
of this method of delivery.
Critical Business Issue
This was effectively a new launch for our client, as the business Operation was to meet the needs of targeted client segments within the mass affluent market - an offering
that was new to the UK market.
Our client needed to launch and implement a business for onshore advice-led, integrated multi-channel wealth management offering of pooled investment, equity and protection
products supported by education and information. The development of flexible delivery channels was identified as key components of the core business
Reason
With no in-house expertise in this field they were risking the entire success of the project and needed help to identify the critical issues and best way forward.
Vision
The value proposition was premised on offering high quality products and advice that is relevant to the client's life goals through multiple channels (investment centre,
contact centre, web) and to deliver a superior customer experience to optimise attracting the chosen clients and retaining their investments portfolios.
Provided
CCA provided a team to implement the Business Operation including a Contact Centre, Financial Centre and Head Office function. Business Systems implemented were multi-channel
(Voice, E-Mail, FAX, White Mail and WEB) and housed centrally with remote access where appropriate. Document Imaging and Customer Contact system implementation included
access through all premises included in the launch.
Result
- A saving of approximately £1.7 million was achieved against project budget estimates.
- The Business Operation was set up to include a Contact Centre, Financial Centre and Head Office function.
- Business Systems implemented were multi-channel (Voice, E-Mail, FAX, White Mail and WEB) and housed centrally with remote access where appropriate keeping running
costs to a minimum.
- Document Imaging and Customer Contact system implementation included access through all premises included in the launch.
- The operation was launched on time and attracted clients far exceeding our clients' initial estimates.
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