Financial service providers are faced with a difficult task. Products on the market are increasingly similar, and innovations are quickly imitated. The readiness of customers to switch providers is steadily rising. And all this with complete price transparency. That’s why the intelligent structuring of business relationships is coming to play a crucial role. This is clearly a task for customer relationship management.

Both focused financial service providers, such as direct banks, and universal banks, with a wide range of services, have to concentrate on optimal support and monitoring of their customer processes. In this respect, customer contact points are particularly important because it is here that the customer most intensively experiences the otherwise virtual product “finance” – in other words, it is here that the competition for customer relationships is won and lost.

Experience shows that there are various challenges to be overcome. Different business areas, such as product consulting, financial planning, wealth management, and retail banking, all place different demands on the CRM system, and these have to be integrated from a customer perspective. Here it can be seen that consistent communication with the customer via many different channels and media is a complex business. Concentrated change management is therefore necessary so that changes can be implemented quickly. For these tasks, we support our customers with the following services:

• potential analysis for all market-oriented, sales-oriented, and service-oriented business processes
• development of an integrated process architecture on the basis of best practices in the financial services sector
• planning, coordination, and implementation of target processes on the basis of the specialized Finantix Solution Suite and SAP CRM for financial service providers