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Wealth and Investment Management Delivering Service Channel Change to Clients in their Channel of Choice Directors Club – 6 March 2013 Matt Smallman Head of Strategy and Change Wealth and Investment Management Client Experience
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Page 1: Barclays' Multi-Channel Customer Service Strategy

Wealth and Investment Management

Delivering Service Channel Change to Clients in their Channel of Choice Directors Club – 6 March 2013

Matt Smallman Head of Strategy and Change Wealth and Investment Management Client Experience

Page 2: Barclays' Multi-Channel Customer Service Strategy

About Barclays

Corporate, Investment Banking, Wealth and Investment Management

(CIBWIM)

Retail and Business Banking (RBB)

Inve

stm

ent

Bank

ing

Cor

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Bank

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nd

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ent

Man

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UK

Reta

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sine

ss B

anki

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Barc

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Euro

pe R

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Bu

sine

ss B

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Page 3: Barclays' Multi-Channel Customer Service Strategy

Wealth and Investment Management

International, Intermediaries and

Direct

Wealth Management

Page 4: Barclays' Multi-Channel Customer Service Strategy

Two fundamental routes for the client

Page 5: Barclays' Multi-Channel Customer Service Strategy

Becoming “Go-To”

Success will be defined by how our stakeholders think and feel about Barclays. It’s about creating an emotional as well as

intellectual connection with them.

” - Anthony Jenkins, Chief Executive, Barclays

Page 6: Barclays' Multi-Channel Customer Service Strategy

Client need drives design

Capability

Need

Purpose

How should these services feel?

Support our clients’ emotional, urgent and complex needs

How do we design, build and run our services?

Page 7: Barclays' Multi-Channel Customer Service Strategy

Our delivery capability model

Receive Route Recognise Resolve Review

Hours of service

Language

Location

Match Demand

Telephony

Email

Physical Mail

Secure Mail

Identify Understand Context

Interaction

Authenticate Identify Solution

Colleague

Authorise Execute Solution

Process

Audit Identify Opportunity

Client Execute Opportunity

Page 8: Barclays' Multi-Channel Customer Service Strategy

Service centre journey

Leverage Transform Renew Consolidate

2007 2009 2012 2014

Page 9: Barclays' Multi-Channel Customer Service Strategy

Business Problem - 2010

92 colleagues

250,000 emails per year

100+ inbound email addresses

20% of all interactions

Page 10: Barclays' Multi-Channel Customer Service Strategy

Business Case

Client

Company Colleague

Control

Page 11: Barclays' Multi-Channel Customer Service Strategy

Implementation

Request for Proposal

Proof of Concept

Project Lead

Project Supported

Business Owned

Feb Jul Feb Sep Dec

2010 2011

Page 12: Barclays' Multi-Channel Customer Service Strategy

Learning

Process Colleagues

Clients Technology

Solution

Page 13: Barclays' Multi-Channel Customer Service Strategy

“ Simplicity is the ultimate sophistication. ” -  Leonardo da Vinci

(copied by Steve Jobs)

Process

Page 14: Barclays' Multi-Channel Customer Service Strategy

“ If you are not serving the customers you better be serving someone who is.

” - Karl Arbrecht, Co-Founder of Aldi

Engagement

Page 15: Barclays' Multi-Channel Customer Service Strategy

Business Results - 2012

110 colleagues

750,000 emails per year

34% of all interactions

70% of High Net Worth interactions

Page 16: Barclays' Multi-Channel Customer Service Strategy

Building out the platform

Workforce Management

Integration Web Chat

Complete In Progress Planning Parked

Screen Share & Collaboration Social Media

Secure Messaging Integration

CRM Integration

Page 17: Barclays' Multi-Channel Customer Service Strategy

Wealth and Investment Management

Thank You [email protected] www.linkedin.com/in/mattsmallman

Page 18: Barclays' Multi-Channel Customer Service Strategy