Small and medium-sized enterprises (SMEs) are one of the most important customer groups in the banking sector. Influenced in part by their experience in the private financial sector, SMEs have particularly high expectations of the support and interaction concept. They increasingly expect the use of modern media and innovations in financial management.
Consileon supported a financial institution in designing an online branch for business customers to create a holistic and location-independent support concept that meets the current requirements of SME customers.
Project Objectives (Excerpt):
- Integration of existing systems and information to create a central SME-specific digital contact point
- Ensuring a hybrid support concept by providing support for customer advisors and subject matter experts via chat, call and video call in addition to existing branch operations
- Connection of relevant back-end systems incl. real-time update of customer data etc.
- Compliance with the highest safety standards
Consileon supported the financial institution holistically in the technical definition and conception. Our many years of experience in the segment for business customers contributed to the success of the project.