Improving customer experience, creating operational efficiencies and decreasing risk through a core system upgrade

BSG partnered with a leading South African retail bank to develop a rich client application for use in branches to create, maintain and update customer records.

overview
  • A system to optimise and improve end-to-end processes and address the inefficiencies eroding customers’ branch experience
  • Overhaul of the poorly integrated branch delivery platform (BDP) and the user interface, which was dated in terms of design and functionality
objectives
  • Analyse, define and document business requirement specifications to be used by developers when building the system enhancements
  • Develop system enhancements with multiple integration points, based on business analysis, ensuring seamless integration with both internal and external systems
  • Ensure internal staff are adequately skilled to manage the system through the development of learning and training interventions
  • Facilitate a collaborative partnership between the business owners of the solution and IT (the suppliers of the change)
benefits
  • Significant time reduction when opening an account, across ± 630 branches, between 2005 and 2010
  • 25% overall time saved and 85% brand take-up in the first full year
  • Reduction in paper wastage across the branch network
  • Significant decrease in fraudulent activity as a result of stricter controls and increased visibility
upgrading a core system

Despite the challenges of working with legacy systems, BSG ensured the delivery of an improved customer experience through optimised operational efficiencies.

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