case studies
Financial services
International Banking – Account Opening
- Client
- International Bank
- Sector
- Financial services
Project description
Offshore Bank accounts are subject to stringent legal and internal bank requirements. The process for opening such accounts had become unacceptably long at c25 days.
The process and departmental organisation were redesigned to reduce the elapsed time by making greater use of telephone contact to collect missing information from applications. This also included a redesign of the application form.
In addition internal Operations Management techniques were introduced to manage workflow and productivity and to provide a focus on the customer experience.
The changes were piloted and evaluated over a period of two months to prove their success.
Outcome
Elapsed time to open accounts was reduced from 25 to 7 days, productivity was increased resulting in a reduction of staffing requirements of 11.5 FTE, and due to a significant improvement in conversion rates from application to account, value was improved by c£500,000 p.a.
