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Barclays' Multi-Channel Customer Service Strategy

Aug 20, 2015




  1. 1. Wealth and Investment ManagementDelivering Service Channel Change toClients in their Channel of ChoiceDirectors Club 6 March 2013Matt SmallmanHead of Strategy and ChangeWealth and Investment Management Client Experience
  2. 2. Investment BankingAbout Barclays Corporate (CIBWIM)Banking Wealth andand Investment ManagementInvestment ManagementCorporate, Investment Banking, WealthUK Retail andBusiness Banking (RBB)BarclaycardRetail and Business BankingEurope Retail andBusiness Banking
  3. 3. Wealth and Investment ManagementInternational, Wealth Intermediaries and ManagementDirect
  4. 4. Two fundamental routes for the client
  5. 5. Becoming Go-To Success will be defined by how our stakeholders think and feel about Barclays. Its about creating an emotional as well asintellectual connection with them. - Anthony Jenkins, Chief Executive, Barclays
  6. 6. Client need drives designPurposeSupport our clients emotional, urgent and complex needsNeed How should these services feel?Capability How do we design, build and run our services?
  7. 7. Our delivery capability modelReceiveRoute RecogniseResolveReviewUnderstand ContextHours of serviceTelephonyIdentifyInteraction Identify Solution Language EmailAuthenticateColleague Execute Solution LocationPhysical MailAuthorise ProcessIdentify OpportunityMatch Demand Secure MailAuditClientExecute Opportunity
  8. 8. Service centre journey ConsolidateRenewTransformLeverage2007 2009 2012 2014
  9. 9. Business Problem - 2010250,000emails per year 9220%colleaguesof all interactions 100+ inbound email addresses
  10. 10. Business Case Client ColleagueCompany Control
  11. 11. ImplementationRequest for Proof of ProjectProjectBusiness Proposal Concept Lead SupportedOwnedFebJul Sep Feb Dec 20102011
  12. 12. Learning ProcessColleagues Solution ClientsTechnology
  13. 13. Process Simplicity is the ultimate sophistication. - Leonardo da Vinci(copied by Steve Jobs)
  14. 14. Engagement If you are not serving the customers you better be serving someone who is. - Karl Arbrecht, Co-Founder of Aldi
  15. 15. Business Results - 2012750,000emails per year34%110of all interactionscolleagues70%of High Net Worth interactions
  16. 16. Building out the platform Complete In Progress Planning ParkedWorkforce Screen Share & ManagementWeb Chat Social MediaCollaborationIntegration Secure Messaging CRM IntegrationIntegration
  17. 17. Wealth and Investment ManagementThank [email protected]/in/mattsmallman
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