Banks and financial institutions face the same challenge: How do they meet the increasing, constantly changing requirements of their customers – while at the same time being cost-efficient, providing top quality, and increasing revenues?

In order to continue operating successfully on the market in the future, it is essential for customer communication to be dynamic and up-to-date.

This is where we come into play. As a business process outsourcing (BPO) partner, we handle and manage not only your classic customer communication, but also complete process chains or your entire service center, if required. Working together with you, we determine the strategic cooperation model best suited to your individual requirements. This way, we reliably lighten your workload, giving you the opportunity to completely focus on your core business and strengthen your market position.

Outsourcing individual processes or entire process chains such as customer communication will become increasingly important for the strategic orientation of banks and financial institutions in the future. One the one hand, as an instrument for cost reductions, which are vital to remain competitive due to the current market situation with new market players, the loss of traditional sources of revenue, and growing regulatory demands. On the other hand, to benefit from the partner’s expertise and knowledge. 

• Management of your customer contacts or outsourced volumes from other providers, which are to be optimized while at the same time provide for service provider consolidation
• Management of internal service units (also as part of a transfer of operations or a joint venture) to let you concentrate fully on your core business
• Support in differentiating your brand in the competitive environment by introducing new, innovative technologies as well as suitable optimization and automation solutions
• Ensuring high staff utilization (e.g. through multi-skilling and higher utilization rates of your personnel over additional volumes)
• Consulting for the development of your CX and transformation strategy
• Provision of analytical insights and digital solutions (e.g. Robotic Process Automation (RPA), Account Switching service or Chatbots)
• Professional management of transfers of operations as a result of extensive experience

• Cost savings: In a market environment characterized by constant cost pressure, we make it our business to operate your service center in a way that lets you benefit from cost savings over the long term. To do this, we work with you to develop the ideal business model for our cooperation and, if necessary, optimize the accounting model.
• Focus on key areas of expertise: As experts in CX management in the banking and financial services sector, we design and deliver unique customer experiences. Put your customer contacts in our professional hands and benefit from competitive and innovative customer service.
• Increase in productivity: Operational excellence is our top priority as customer experience management experts. We use professional personnel deployment models as well as the right technologies to ensure that employees are fully utilized and generally achieve productivity gains for you on a short-term and sustainable basis.
• Digital transformation: With our consulting expertise in the fields of customer experience, operational excellence, and digital transformation, we help you achieve maximum added value in the management of your customer relationships.