Client
BCSG
Helping financial institutions and telcos enhance their digital proposition by giving their business customers access to market leading applications, all in one place.
Project Details
Timeline
16 weeks
Website
Challenge
Low customer and user satisfaction (B2B2C model)
Low conversion and retention rates resulted in an uncovincing proposition and reduced revenues. The pitch win-rate was low and clients were cancelling their contracts.
Goal
The creation of internal and external value
Create a platform able, from a single codebase, to handle clients, markets and partners specificities while offering an improved experience to its users.
Solution
Breakdown the problems and focus on impact
Breaking down the problem into specific, manageable parts. Use research, segmentation, persona/scenarios and jobs-to-be-done to identify challenges and opportunities. Decouple the interface and the business logic. Looks at comms strategy as a way to build relationships with end users and corporate customers.
Result
Industry recognition and bottom line impact
Financial Innovation Awards winner for Best technology partnership and 3x higher conversion rate (some of the key accounts wins were American Express, Vodafone, MTN).