A leading French retail bank
Reinforcement of customer insight management through the restructuring of the client portfolio, the improvement of savings & investment advisory and the management of regulatory constraints.
In a period of increasing regulation, BearingPoint has aided Société Générale through a dynamic transformation of its retail banking, particularly by reinforcing customer insight management through the development of the following areas: restructuring the client portfolio, respecting of regulatory constraints, savings & investment advisory and the effective piloting of commercial activity.
KYC / Regulation: Deployment of new processes, new organisation and new tools for client document collection and implementation of a cost-effective dematerialisation and compliance process for the 2,300 branches in France: 15,000 trained people and 1.5 million cases in year 1. Enhancement of customer insight management.
Improving response to customer needs: implementation of a new pre-sales financial savings advisory application and products repository. Increase of advice effectiveness with full respect of the regulatory constraints, development of commercial and regulation monitoring, and significant improvement in customer satisfaction and in savings products subscriptions (increase by nearly 15% with value-added financial advice). Design and execution of the change management strategy (communication, training and support) for the 2,300 branches in France.
Adjusting the organization and offer to customer needs:
T-project management (from scoping workshops to User Acceptance Tests (UAT)
PMO (Budgeting, Planning, etc.)
Change management: strategic planning by population, communication plan, training, newsletters, coordination and assistance on the end-users hotline, micro-management, etc
Definition and implementation of commercial and regulation dash-boards