RAIFFEISEN BANK
REMOTE FINANCIAL ADVISORY SERVICES

How to create unique value for Mass Affluent customers?

RAIFFEISEN BANK
REMOTE FINANCIAL ADVISORY SERVICES

How to create unique value for Mass Affluent customers?

TOUCHIDEAS’ ROLE

  • research for innovation
  • creative workshops
  • value proposition design
  • customer service concept
  • prototype of a new branch
  • customer testing
  • implementation project roadmap

AWARDS

Raiffeisen Bank approached us with a task to design an innovation that would create unique value for their mass premium customers.

When the bank’s customers need to make important financial decisions, such as choosing an investment strategy or taking advantage of factoring services, they expect a personalised treatment and expert advice. In many cities, access to top notch advisers is limited. In response to this problem, we defined the following value proposition with Raiffeisen: ‘Professional advice at your fingertips’.

The next step in the project was to design a solution that would bring this strategy to life. We developed a new financial advisory model on the Polish market: a video-consulting system that gives customers access to expert advisory services provided by headquarters staff, available in the bank’s branches via fast and secure bank connections.

We then built and tested a prototype of a new branch, checking how this new type of interaction between the customer and the bank advisor impacts the meeting’s experience, relationship building and sales results. The pilot implementation showed that the new banking experience improved customer satisfaction and doubled the sales of advanced advisory services.

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‘We are very pleased with our work with Touchideas. They are innovation experts, and the results of our joint projects exceeded our expectations.’

– Piotr Czarnecki, Chairman of the Board, Raiffeisen Bank Polska