Commercial overhaul in the banking sector and review of service distribution model

Against a backdrop of fierce competition, the banking client turned to OnPoint for a complete review of its distribution model.

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CHALLENGES AND OBJECTIVES

The aim of the mission was to :

• Determine the optimal customer service model for corporate and retail segments
• Define the organizational model associated with the planned changes

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APPROACH AND DELIVERABLES

• Management interview
• Focus group with sales
• Mapping banking networks
• Consumer survey
• Corporate customer survey
• Online sales force questionnaire
• Organizational analysis
• Financial modeling
• Analysis of the sales force's commercial time

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RESULTS

• Determining recruitment needs by type of function
• Determining the optimal customer care model for each market (retail and corporate)
• Determining the areas to be considered for distribution network deployment
• Proposing new point-of-service formats (business centers, etc.).
• Estimated cost of proposed reforms and associated value creation

Deliverables:

Final oral presentation to validate the analysis report.

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