A leading South African digital bank sought to increase its market-share of the premium servicing market. Due to its rapid growth, the Bank relied heavily on manual processes and workarounds to enable timely resolution of premium customer queries and requests. To enable continued future growth and scalability of its premium offering, the Bank sought to optimise its premium servicing offering through operating model and process efficiencies.

Having provided similar services elsewhere in the group, BSG partnered with the Bank to analyse the current processes and operations of its premium servicing team and provide recommendations for enhancements and optimisation.

Through BSG’s involvement, the Bank will be able to deliver a differentiated premium servicing experience that supports its digital-first service strategy. By creating a view of quick wins and near-term focus areas, BSG ensured the Bank could begin implementing efficiencies, delivering a competitive, scalable premium service offering. Additional digital servicing channels identified will relieve pressure on costly call centres, redirecting queries through digital self-service channels and enabling future digital advancements for the Bank. 

By reducing the administrative load, the premium servicing team has more time  to focus on providing additional value adds to premium clients, growing the premium client base, building new relationships and strengthening existing ones.