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Saving costs, Uplifting Sales and
Customer Service by transferring
Advisory Services from Branch to other
Channels
Branch ...
Capgemini "Financial Services" Approved by:
Distribution Management Michel van den Berg
- Internet Banking Expert group Ma...
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Success Story Remote Advisory Service V2

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Remote Advice Service is a new product concept developed inhouse for retail banks in order to increase (cross) sales performance, enhance customer experience and ensure cost savings

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Success Story Remote Advisory Service V2

  1. 1. Saving costs, Uplifting Sales and Customer Service by transferring Advisory Services from Branch to other Channels Branch Optimisation–Capgemini implements new service concepts to renew the distribution strategy. ““We secure direct access to specialized staff–they do not have to drive to the urban regional office”-“we act against the trend of closing small branches” Directeur Rompelberg Rabobank Source: Webwereld.nl The Challenge The sales capability for complex and regulated banking products is relatively scarce and expensive. As result, not all branches have dedicated advisers. This leads to: • Customer inconvenience: wait and travel time if adviser is not available • Inefficiency: time and cost overhead of travelling sales force • Lost opportunity: Unfilled diaries as appointments are not kept • Lower sales performance: Staff cannot render all high value services sufficiently and is unable to service large numbers of customers. • Low Remote customer service coverage: In larger countries with customers living in remote area’s the branch network coverage is insufficient and the high costs does not allow to have high value services at every branch • For complex products and services customers need to visit a branch. The capability is lacking to bring this advice and sales capability to the homes. The Branch channel is the most expensive way for a bank to process a customer transaction or enquiry, costing over €0.80 more in the US than internet banking and €1.86 more in Europe The Solution Now video technology and required network bandwidth are maturing this allows greater roll out of self services to streamline front desk operations and integrate with the phone /contact center channel. Developments in videoconferencing technology now make it possible to
  2. 2. Capgemini "Financial Services" Approved by: Distribution Management Michel van den Berg - Internet Banking Expert group Manager Channels retail banking -ATM -Branches Frank Moerdijk -Phone Banking Strategic Business Domain Manager Channels -Mobile Banking concentrate advisory services in one central video call-center and to create an engaging ‘virtual appointment’, linking customers with staff in specialist centres through : • High Quality video linkages • Meeting room environment specifically designed for the purpose • Software allowing customer and adviser to ‘co-browse’, sharing brochures, documents, screens • Online video meeting capability for internet customers Various video technology services constitute new branch service model concepts such as videochat, C-port, video-ATM’s, Desktop Eyecatchers, etc. The Benefits By reinventing the local branch most obvious this will attract and retain customers. Video Teleconference Systems (VTS) ties in with the demand for solutions for individuals and broader trends in society and business such as micro- marketing, self service and virtual workforces. Advisory services on remote supported by VTS are also key enabler and extending its footprint to the Bank’s brand and image (innovation, infotainment, experience- driven) Last but not least an increase in operating efficiencies is considerable. In Western Europe some first moving banks experience that lead times have been shortened with 40% and sales productivity increase has more than doubled (more customers served per (senior) advisor) How Capgemini Work(ed) Together Remote advisory service creates an opportunity for improved customer access, fuller diaries, higher utilisation of specialised staff and sales uplift To develop this opportunity Capgemini Channel Management and TTU can: • Design Concept creation • Develop a prototype • Engage with business units to gain support for the opportunity and business changes • Develop a pilot proposition that could be rolled out without significant work to core systems • Time box launch delivery orchestrating organisation, process and technology About Capgemini and the Collaborative Business Experience Capgemini, one of the world’s foremost providers of Consulting, Technology and Outsourcing services, has a unique way of working with its clients, called the Collaborative Business Experience. Backed by over three decades of industry and service experience, the Collaborative Business Experience is designed to help our clients achieve better, faster, more sustainable results through seamless access to our network of world-leading technology partners and collaboration-focused methods and tools. Through commitment to mutual success and the achievement of tangible value, we help businesses implement growth strategies, leverage technology, and thrive through the power of collaboration. Capgemini employs approximately 61,000 people worldwide and reported 2005 global revenues of 6,954 million euros. More information about our services, offices and research is available at www.capgemini.com

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