Over 300 client advisors are working with an advisory portal that supports the technical data processing of the company-internal strategy of long-term and integral client loyalty.
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 client. As
for their client universe, they not only focus on the client, their
investments and requirements, but also on complete client networks
that are associated through family or business relationships.
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" via the potential client to new clients, are clearly indicated and made accessible for evaluation.
One of the most interesting applications is the Customer-Care Barometer, which indicates the general and individual customer-care standard of each client and displays the client 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 client withdrawal.
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.
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.
The so-called iterative development, which ACTICO 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 the Managing Director of ACTICO. 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.
"What I liked about working with ACTICO was the fact that their employees were so reliable and so focused on finding practical solutions. Our schedule was very demanding; the entire project had to satisfy a whole gamut of requirements and desires. We did it, though, because both internally and externally, everyone pulled together, from IT to the business department. I am really proud of the results."
Felix Lenhard, Chief Operating Officer & Member of the Group Executive Management,
Bank Vontobel AG