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Overview
Our client, a leader in the retail banking industry, wants to overhaul its private banking model to make a difference through its expertise and quality of advice. KEPLER offers to overhaul customer segmentation, adapt business lines and initiate a customer transfer approach to standardize portfolios in terms of needs and expertise.
Context
A historic model that had reached its «glass ceiling»
Portfolios degraded over time, with ineligible clients very time-consuming for private advisors
Objectives
Category: Maximizing the Efficiency of the Distribution Model
Developing the territory’s private banking market: re-segmenting the business to position the right level of expertise for the right client and customizing the level of consulting
Creating a private bank for entrepreneurs, with the ability to manage private and professional parts of the entrepreneur
Switching 68% of customers to new portfolios without generating dissatisfaction
A very big customer satisfaction challenge to take up following a first attempt carried out by internal teams a few years earlier and resulting in a generally negative experience. With internal teams and stakeholders, we took the time to design and test various systems to find the right mix between an industrial approach and customer customization. Finally: a true success story hailed by an extension of our collaboration with this client.
COMPLETE VERSION
Discover the methodology, tools and results supporting this business case
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Business Cases
Overhauling the Private Banking Model of a Leader in Retail Banking Industry
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