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Learn how Accenture and the bank developed a plan updating the software interface for existing systems, developing business capabilities and improving IT infrastructure.
This Canadian bank provides retail, wealth management and investment products to customers in North America and internationally.
The bank’s assisted channels sales and service desktop web application lacked business capabilities—including customer needs assessment and simplified origination—that would allow frontline staff to increase sales effectiveness and improve customer service.
Despite their competitive IT capabilities, a lack of integration prevented the bank from realizing synergies that would improve performance. The existing enterprise architecture was also inflating the cost of implementing changes and updates across the system.
Specifically, the bank sought to:
Improve sales efficiency by freeing-up the sales staff’s time.
Improve sales effectiveness through higher conversion and cross-sell rates.
Reduce the time required for new sales staff to become proficient at their jobs.
Reduce the costs associated with electronic infrastructure and application support/maintenance/upgrades, enabling cost-avoidance for future changes and lowering operational costs.
To address these challenges, the bank turned to Accenture for its deep industry expertise and experience implementing similar projects in banks around the globe.
Accenture and the bank developed a plan for the implementation of a new sales and service desktop using a composite application framework, laying a new user interface over the bank’s existing systems. In addition, Accenture helped the bank identify key gaps in its business capabilities and supporting IT infrastructure to define a value case and roadmap to fully implement the new solution.
Accenture adopted a deeply collaborative approach on this project, bringing the bank together with its expert resources from around the globe on a weekly basis.
With Accenture’s expertise, the bank now has a clear understanding of its biggest business and IT gaps and a well-defined quantitative roadmap to bridge these gaps and drive profitable growth.
When the solution is fully implemented, the bank will enhance the efficiency and effectiveness of its sales force, increasing the bank’s share of wallet with its current customers while reducing its operating costs. The bank can expect a two percent increase in the net revenues of its personal and commercial banking division, helping to place the bank firmly on the path to high performance.
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