PwC @ Salesforce Essential Zurich | 4 July 2017

“Forge new paths and inspire clients”

     

On 4 July 2017, the Salesforce Essential event, which featured the keynote speech “Forge new paths and inspire clients”, took place in Zurich. It was a whole day of speeches, discussions and breakout sessions around the keynote speech, and offered interesting insights into the digital world of Salesforce. In the Samsung Hall foyer, a Salesforce partner exhibition took place alongside the event and our PwC stand invited those interested to learn more about our capabilities and discuss hot Salesforce trends. In one of the breakout sessions, we had the opportunity to present our E2E implementation approach at Bank Vontobel.

Our “How to eat the big white elephant” breakout session gave insights into our large Salesforce transformation project at Bank Vontobel. The key factor for success was defined as slicing the project – the big white elephant – into the right pieces, supported by the right approach. Oliver Ripplinger and our client Mark Berger presented the solutions provided for a complex CRM implementation within the highly regulated banking sector. To come back to the elephant, our team used a proven agile approach paired with our own framework.

The agile approach that we presented included PwC’s BXT framework, standing for Business, Experience and Technology. Within the Business dimension, the bank’s CRM future strategy is broken down into requirements. The Experience element allows us to assess requirements in terms of customers’ and employees’ expectations and to create prototypes for quick, visible results. The technological dimension covers integration into the existing ecosystem and ensures the realization of new user experiences.

If you have not had the chance to meet us at Salesforce Essentials, then please contact us directly. We would be happy to share our Salesforce insights and expertise with you personally.

Team

Alexander Schultz-Wirth
Partner Financial Services – Business Technology

Oliver Ripplinger
Manager Digital Strategy – Business Technology

Stefan Dobritzsch
Senior Consultant Digital Strategy – Business Technology

Video onboarding – why or why not to jump on the bandwagon

Everybody knows the “traditional banking” industry faces not only challenges in some parts of its business model, FINTECS and technology companies try to take on the big old economy in many ways. As if it were not enough, regulators constantly increase burdens and make it even more difficult to extend margins.

However, the recent announcement to lift the regulation for “video verification” is a good example to fight back and it opens opportunities to:

  • streamline processes and to reduce costs
  • improve customer experience
  • expand market share beyond traditional reach

 

Cost reduction

First of all, video onboarding gives the opportunity to review the existing KYC process and to reduce non value add activities. The idea is to allocate the advisor’s time better on customer activities, such as sales. Moreover, the future outlook will be to rethink the traditional branch network. Hence, a scalable onboarding solution can help to shift efforts and reduce impact of a branch network reorganisation on market share. On the other hand, costs to manage the additional video onboarding process will initially occur, e.g. specific training, and it will also be necessary to scale up online onboarding to realise benefits.

Customer experience

The traditional onboarding requires face time of the client to existing opening times. An online process can help to create a positive response from users and can strengthen the perception of a bank to be “digital savvy”. It saves time and matches in an increasing convenience driven digital world. Additionally, responsiveness towards a customer request might make the difference when a client decides for an offer. On the contrary, if the process is not thought through, it might create a negative experience and could lead to frustration of the user/prospect. Hence, one of the focus area of such solutions should be the “digital journey” and to incorporate feedback around that journey via KPIs.

Expand market share

Furthermore, first learnings can be applied down the line in areas such as mortgage advice. The current process to get an appointment for mortgage advice can be a pain as resources are limited. Video onboarding might help here to scope discussions and balance the load, while keeping the experience at the same level.

Cultural shift

The digitalisation of advisors is currently shaped by many trends, e.g. tablets, but only a few are able to really use the whole tool kit as it is simply unknown what type of problems can be solved with technology. Hence, little things such as video onboarding can help shape awareness and open their minds and hearts to really understand personal benefits of technology. However, new change also creates resistance and a need for communication which is nowadays a big hurdle for big organisations. Not many companies spent enough time and effort to take their employees on the journey of digitalisation, which can result in frustration and finally the exit of experienced and well educated staff.

When to act

As previously highlighted, the introduction of video onboarding shows many benefits. It improves convenience for people who are not able to visit a branch within its opening hours. Nevertheless there is no full digital experience, as a customer is still required to send physically signed paper documents to the branch. However, this might be soon replaced with e-signing. Hence, an early step by step introduction of parts of the process can ease implementation efforts and support a positive customer perception of the bank’s digital presence.

Competition/ first movers

Front runners such as UBS and LGT have already leveraged the opportunity to use the online onboarding as a chance to test potential benefits. Looking on a global scale, banks, e.g. Lloyds, have already announced services to include video advice and try to think of it as a useful tool in the overall customer experience.

Integrate service (process and landscape)

Video onboarding can be integrated as SaaS (Software as a Service) or fully fledged managed service. The tricky bit is to integrate the solution not as stand-alone, but rather in an ecosystem to reduce manual efforts.

 

In conclusion, the opportunities outnumber the risks and efforts to introduce such a solution and it will soon become normal to verify an account via video onboarding. The earlier you get onto such incremental digital changes, the better you can outrun your competition and be on the sunny side of being digital!

 

Find more information here.

 

Digital client identification – your optimisation strategy

As you might have heard FINMA recently announced to allow “Video Identification” for banks in Switzerland.

This change in regulatory restriction is an opportunity to lift benefits in the Digital Onboarding process and reduce your costs by

  • Making a strategic choice how digitalization will be part of the business model
  • Evaluating further cost reduction within the onboarding process
  • Achieving better user experience and service to reduce churn rate

Some industry players have already tapped into this opportunity to either drive early adoption or start to digitize and streamline part of the processes.

In a short presentation PwC will brief you on the situation, opportunity and our tools to lift those benefits. We would like to offer meetings to discuss your specific situation and goals reflecting disruptive changes in the banking environment.

Let us jointly work out your solution.

 

Please contact our experts:

Holger Greif
Partner Digital
holger.greif@ch.pwc.com
Phone: +41 58 792 13 86

Alexander Schultz-Wirth
Partner Business Technology Consulting
alexander.schultz-wirth@ch.pwc.com
Phone: +41 58 792 47 97

Marc Achhammer
Director
marc.achhammer@ch.pwc.com
Phone: +41 58 792 21 04

Andrin Bernet
Partner Regulatory & Compliance
andrin.bernet@ch.pwc.com
Phone: +41 58 792 24 44