As part of the omni-channel strategy of a national retail bank.

Merging online and offline channels to create a hybrid advisory experience is one of the biggest challenges facing any retail bank. Customers are using more and more channels to interact with their bank. A customer journey in retail banking now comprises nine touchpoints.

Consileon supported a large financial institution in the design, development and implementation of an innovative, holistic advisory process. This advisory process is at the heart of this bank’s omni-channel strategy.

Project content (excerpt):

  • Intelligent integration of existing systems and information into a common consulting interface for consultants and customers
  • Use in all channels with personal consultation: branch, online branch including video and out-of-home consultation
  • Connection of all relevant backend systems of the bank including real-time update of customer data etc.
  • Implementation of technical innovations in in-house developments with meaningful cooperations (including with FinTechs)

Consileon accompanied the project end-to-end from conception to rollout. After the project was completed, customer satisfaction and thus the perceived expertise of the consultants rose from a good 79% to an excellent 89%. This can be attributed, among other things, to key aspects of HypoVereinsbank’s financial concept consulting: