Deloitte Digital case study: Optimize impacts
Set-up and deploy the servicing model for Affluent clients
Recent market developments disrupted the desk’s operations and hindered the implementation of its Affluent client servicing model. In order to keep momentum, the Bank requested assistance to shape and deploy the Affluent client servicing model.
The work consisted on considering, by an agile approach, the desk’s commercial priorities as keystone : systematize the operating model under a standard protocol allowing few exceptions, favor the desk’s operational agility in BAU mode, co-design the client servicing model with the desk’s resources, analyze the client base according to the commercial strategy and define a new clustering in order to specify tiered commercial strategy according to customers’ profiles.
About 50 improvement trails validated on processes. A gain of more than 2h by day / CRM and 3h by day / assistant.
A behavioral segmentation of the client base according 5 differentiated quantitative variables allowing to identify a tiered commercial plan for the 10 retained client segments for improving revenue generation while ensuring adequate servicing effort.