Onboarding and Customer Relationship Management in Banking
Vontobel Uses ACTICO Software for Customer Relationship Management and Compliance.
ABOUT Vontobel
Vontobel is a globally operating financial expert with Swiss roots. It specializes in wealth management, asset management and investment solutions. As of end 2019, client assets reached CHF 288 billion. Vontobel has around 2,000 employees worldwide and serves clients from 27 locations.
process-oriented Customer Relationship Management
Account Opening and Relationship Management
Vontobel’s goal is to focus on individual clients, their investments and needs, but also to identify the networks that link family or business relationships. At the same time, compliance requirements must be met throughout the entire customer lifecycle. In order to achieve these, Vontobel was looking for a customer centric and efficient CRM solution to handle the end to end onboarding process.
Challenge
Support for Relationship Managers
The process-oriented account opening at Vontobel supports the relationship manager in capturing all information and obtaining documents. This is particularly important with regard to compliance.
Objectives
- Customer Relationship Management using a process-oriented software
- Support in every stage of the acquisition process
- Ensuring compliance
Solution
Guided Opening of a Bank Account
Opening an account is an essential part of the ACTICO software at Vontobel. The relationship manager records all information and obtains the necessary documents. A dialogue control (wizard) ensures that all dependencies are identified and that information is complete. This is especially important with regard to risk assessment for compliance. Key components of the solution include:
- Onboarding and initial compliance check
- Ongoing monitoring of customer data from a compliance perspective
- Graphical representation of networks
- Automation of customer-care standards
IMPACT
Support Relationship Managers in The Acquisition Process
The preparation of customer information is the basis for product recommendations and acquisition decisions. ACTICO software supports relationship managers in achieving their goals. It allows a fine-grained control of which customers have potential and which are at risk of migration. At the same time, management guidelines can be fed back into operations to measure how goals and support standards have been achieved.
"What I liked about working with ACTICO was the fact that their employees were so reliable and so focused on finding practical solutions."
Felix Lenhard, Chief Operating Officer & Member of the Group Executive Management
Managing customers
Customer Relationship Management in Banking
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