Banking Sales & Service Transformation

Reinventing products, channels and processes to improve the customer experience, enhance revenues and cut costs

What are the forces reshaping the financial services industry?
Customer expectations are evolving and new channels are proliferating. Credit and market risks are growing. The lines between traditional and nontraditional banks continue to blur. These and other factors are having an unprecedented impact on the industry, compelling institutions to address competitive threats, solidify customer relationships, and strengthen fraud prevention and security measures.

How has the industry responded?
Forward-looking institutions are striving to provide the products and services that customers want, as well as the ability to interact with the institution in the manner they choose. To do this, institutions are expanding cross-selling capabilities, reevaluating channel strategies and examining their use of technology.

How can Capco help you realize significant transformational opportunities?
Our multichannel banking sales and service transformation process can help you measurably improved customer experience, while achieving substantial efficiency gains, cost reductions and revenue enhancements. We will work with you to:

  • Design a consistent customer experience, with the flexibility to move customers across channels without rework.
  • Improve cross-selling capabilities to increase value through higher initial sales and customer retention.
  • Provide customers with richer cross-channel, self-service capabilities and faster issue resolution. Potential impact: 40 percent increase in cross-sell ratios and 25 percent improvement in outbound telemarketing.
  • Create offerings that better meet customers’ evolving needs while generating opportunities for increased wallet share in automated environments. Potential impact: 130 percent increase in cross-sales at account opening.
  • Leverage dynamic forms, business rules and automated workflows to improve operational efficiency and reduce costs. Potential impact: 30 percent reduction in errors and a 25 percent increase in first-time resolution.
  • Utilize flexible deployment models to streamline processes across channels. Potential impact: 15 percent reduction in front- and back-office FTEs.
  • How can Capco help?
    Our domain expertise, audit independence and ownership uniquely position us to straddle Washington and Wall Street. Capco experts work side-by-side with your team, using well-targeted resources and innovative delivery models to match your specific business needs.

    Our proven approach employs tried, tested and tailored Capco proprietary accelerators to meet your specific compliance requirements.