"The employees were so reliable and focused – we successfully met our demanding deadlines."

Felix Lenhard, Chief Operating Officer

Process-Oriented Client Management in Private Banking

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.

Client Management: Focus on the Client

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.

Improved Acquisition Process

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.

Customer-Care Barometer

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.

Finance Platform Accelerates the Implementation of Projects

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 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

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