Client Background

The client is a leading investment firm in KSA offering Investment Banking, Wealth Management, Asset Management and Brokerage services

Business Problem

• The client required support in improving their existing client-facing processes in order to ensure that customers are provided with the best possible service
• The client also wanted to migrate its existing offline customer base to more cost-effective channels

Solution Overview

• Acuvon worked with the client team to identify the key challenges across all customer touch points through the use of its proprietary gap analysis framework
  • Documented the As Is process for customer-facing processes by conducting interviews with heads of all the concerned departments
  • Identified key challenges across all customer touchpoints through the use of a gap analysis framework
  • Redesigned the customer-facing process by clearly defining responsibilities to avoid duplication of work, eliminating non-value adding high turnaround time processes and improving existing forms
• Developed and implemented a plan for customer migration from offline to the online channel
  • Classified customers based on their existing channel usage patterns
  • Created customer micro-segments based upon their transaction channel preference and total value traded
  • Proposed measures targeted toward each micro-segment for changing customer behavior