Solid and lasting customer relationships are the best platform for success in the retail banking business. Unless the bank has a standardized customer relationship management concept, however, it misses out on a great deal of sales potential. zeb/ offers electronic consulting support to banks which enables their customer advisers to provide consistent and professional advice to private customers.
Our zeb/medici customer advice program helps you to establish standardized and high-quality consultation concepts. The electronic consultation guide takes customer advisors through the various phases of a consultation up to the closure of a product sale. The availability of personal customer data, plus information about the current situation and objectives, ensures that the customer adviser has all the information that he needs at his fingertips. The customer adviser can quickly put together a needs-oriented financial plan based on the full range of your bank's and your partners' products which are stored in the system. zeb/medici naturally also complies with the current requirements of the EU Insurance Mediation Directive and the Markets in Financial Instruments Directive, MiFID.
The consultation guide divides customer consultations into four phases:
- Analysis - The first step involves positioning (benefit-oriented argumentation) and the documentation of the customer's current situation, preferences and objectives.
- Concept development - The development of a personal financial plan has to take the individual customer's investment mentality into account.
- Implementation - Measures and product recommendations are automatically summarized. zeb/ medici also provides an overview of the necessary and requested savings rates, and any loopholes which exist.
- Target achievement - Finally, a check-up is performed in respect of the measures. Dates are recorded and new events are generated.