Optimising key processes
Spirit Advisors is specialized in operational excellence in the banking and insurance sector. We help you to model, optimize and manage your key processes.
Constantly evolving uses and expectations
Digitalisation and artificial intelligence (AI) are transforming consumer habits, overturning traditional ways of doing things. For some banks and insurance companies, it is no longer necessary to meet their advisors to obtain a loan or make a claim, reflecting the move towards a digital experience. These advances also raise issues of corporate social responsibility (CSR), encouraging players in the sector to adopt sustainable and ethical practices.
The answer :
optimisation and innovation
Starting with an ideal target vision
Define an ambition – whether commercial, financial, competitive, or human – aligned with the current expectations of both internal and external customers, without initially considering potential constraints (regulatory or technological).
Listening to the ecosystem through the “voice of the customers,” the “voice of the business,” or benchmarking against actors in the same sector and different sectors also helps in defining an informed target vision.
Considering technological advancements in the market, such as those provided by AI, allows for projecting a medium-term target and defining directions for the evolution of tools available to the teams.
Defining key processes
Customer calls management, claims handling, product subscriptions, offers or contracts, home or business loans, cancellations : these are some of the key processes within a bank or insurance company.
Identify those where the potential for improvement is greatest (with or without technology) and where there is a significant impact on internal and external customers.
Optimising and measuring
Compare the target vision with the current state to determine the action plan and the means to achieve it. The ROI (Return On Investment) perspective also helps to justify actions, particularly through a business case that compares the necessary investments with the expected gains.
This ROI perspective is accompanied by an appropriate management system (specific tools and indicators) to ensure the achievement of results, on which the teams at Spirit Advisors are prepared to commit.
Major gains in optimized key processes
Competitive advantage
A powerful competitive advantage, as complex routes can be daunting
Ownership
Better appropriation of tools and services by customers, facilitating the acquisition, development and loyalty of the relationship
Added value
Time saved for the advisor, who can reinvest it in higher added-value tasks
Improving processes as a lever for winning new customers and building loyalty
Our client is a regional subsidiary of a major French banking group. Faced with increasingly complex applications, and in order to meet the expectations of certain customers even more effectively, the management wanted to carry out an in-depth review of the process management for one of its critical activities : home loans for wealthy premium customers.
The project has enabled our client to define ambitious new targets, including a response time of 24 hours, a premium process for brokers, and an acceleration in the electronic exchange of documents.
Spirit Advisors distinctive point : by taking the voice of customer as the starting point and freeing ourselves from the current organisational constraints, we proposed and implemented a new and more efficient process that gave the network greater responsibility.
