Client Results: Multichannel Banking

Following Finalta engagements, our clients have been able to achieve rapid performance improvements in multichannel management. The case studies below demonstrate how we have partnered with banks to help them to improve performance.

Support business case and initiate change

• Direct channels at Bank F, a local market leader, were used to reducing cost to serve for the mass market segment. Enhancing their role for higher value customers with improved sales and service capability required significant investment.

• Our Multichannel Banking Strategic Review identified several gaps in performance and recommended actions to improve direct channel sales results, service quality and transaction migration.

• Results were used to develop four action plans. All were approved by the Board and have helped accelerate multichannel performance, placing the bank as one of the market leaders in direct channel sales in Europe.