Working closely together, our goal was to create a truly disruptive digital investment bank with a hyper-focus on the customer.
After a clear understanding of our client’s goals, we outlined a detailed strategy for implementing technology, shifting culture to be more customer-focused and digital, and modernizing communication efforts.
In partnership with the client, we designed and developed a CRM system—Dynamics365—with a sophisticated user interface and experience, offering a holistic view of customers. With the new CRM, the firm can easily see detailed client information from internal and external resources, client pipelines including status and probability, proposal activity history and much more. A profitability management platform was also established in the CRM to segment high-priority clients and leverage analytics capabilities to allow quick access to market data.
Internally, robotic process automation (RPA) and virtual agent capabilities were developed to improve productivity, including creating pitch books and updating credentials. To support remote work, online meeting tools, such as Microsoft Teams, were enabled so that employees could have access from their mobile devices.