Optimising premium services using insight

BSG partnered with a leading South African digital bank to delight its most prized clients with digital-first premium service offerings.

overview of the clients needs
  • To cope with its rapid growth, the Bank had implemented manual processes and workarounds to enable timely servicing of premium customer needs
  • The Bank needed to develop a scalable operating model with robust digital processes and enhancements to enable ongoing growth, while maintaining multi-channel flexibility expected by high nett worth clients
  • Understand global premium servicing trends and identify opportunities applicable to a local market
  • Understand current premium servicing team operating model, uncover pain points and identify opportunities for optimisation (quick wins and longer term enhancements)
  • Recommend a scalable premium services operating model and develop a business case for optimisation
  • Make pragmatic recommendations for further product enhancement, greater digitisation, and better use of data to enable insight-led operations
  • Design process improvement in the existing servicing platform and design a supporting workflow, ensuring an easy-to-use, repeatable structure that monitors and controls risk
  • Identified new digital channels to enable future digital servicing for the Bank Designed a streamlined workflow process to increase the team’s operational efficiency, while maintaining the nuances of the flexible ”one-stop shop” nature of private banking
  • Reduced the administrative burden on the premium servicing team, enabling team members to dedicate more time to growing their client base and strengthening existing client relationships
premium servicing optimisation abridged

Leveraging customer and global trends data, BSG created a backlog of initiatives to improve premium customer servicing

Do you want to use insight to improve your digital servicing options?

Our Customer and Strategy consultants have deep understanding and experience in enabling insight-led customer-centric operations. Let us help you transform your digital customer experience to ensure optimised, insight-led business.

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