Banking | Pragmatica AG Prozessoptimierung & Digitalisierung

Banking lived digitally - for banks and customers

We support our customers with our expertise within our six areas of competence in selected and current topics.

With our innovative solutions for processes, products and services, we ensure that customer needs – such as an excellent and always available offer – are covered in the same way as the perspective of banks with a focus on sales, customer satisfaction and efficient system landscapes.

Multi Experience & Channel Control

Cross-channel customer guidance (inbound and outbound mgmt.) along the client journey for a seamless, transparent processing of requests and orders

Self-Service & Client Lifecycle

Conception of a comprehensive digital self-service portfolio for centralized data maintenance and independent initiation or execution of processes at anytime.

Digital Interaction

“Virtual bank branch” as a central customer interface for various customer needs and requests. Modern and interactive collaboration between consultant and customer.

Digital Onboarding

Fully digitalized onboarding with integrated identification, short lead times, high degree of straight-through-processing for account openings and maximized conversion rate.

CRM & Consulting

Designing a holistic, digital consulting approach combined with intelligent CRM forms a sustainable foundation for financial advisory in the areas of investing, financing and pension.

Digital Invest

Conception of digital investment advisory solutions for tailored user experiences as well as forward-looking offers such as themed investments and interactive simulations.

Digital Credit & Mortage

Automation and digitization of complex verification / processing procedures to effectively deliver a broad range of credit solutions across the customer lifecycle.

Digital Pension

Holistic overview of customers current pension situation and visualized simulations in the event of risk and in old age. Digital offering facilitates the access to pension services.

Our Consulting Focus

We support you in the following core disciplines:

Selected project references

Success Stories

Digitalization of the entire wealth management offering and end-to-end process for a major Swiss bank

Initial situation

The bank largely conducted wealth management meetings physically based on paper presentations and had little digital support

Fragmented and confusing range of wealth management mandates, poor overview and sales opportunities for relationship managers
Investment proposals must be physically discussed with customers by relationship managers, no interactivity or visual elements
Manual and time-consuming process from the meeting preparation to conclusion of contract, resulting in long waiting times and high process costs

Our contribution

As product owner, responsible for creating and introducing new digital solutions for setting up and configuring discretionary mandates, including interactive portfolio analysis and simulation in real-time
End-to-end digitalization of user experience of the discretionary product offering, digital customer documents and contracts
Complete definition of the TOM, the business functionalities and application strategy as well as specification of the business and IT requirements
Content management of project management and IT for the entire project scope

Client benefit

Significant reduction in process lead time (85% time savings) through straight through processing and digital user journey
Improved user experience for customers, with real-time interactive adaptations, simplified re-consultation and digital contract signing
Integrated into an omni-channel capable process, reusability of functionalities/modules as well as lower costs for future adjustments in the investment advisory process
Greater efficiency and effectiveness for relationship managers through digital end-to-end user journey

Conception and development of advanced digital Robo Advisory solution for portfolio simulation

Initial situation

Relationship managers had a portfolio management tool in which investment suggestions had to be prepared in a time-consuming manner

Confusing portfolio simulation with an unsatisfactory user experience for relationship managers and investment specialists
Customer preferences couldn’t be adapted very infrequently and the complexity of customer requests couldn’t easily be illustrated
Automated investment suggestions only take demo portfolios and specific customer preferences to a limited extent into account

Our contribution

As product owner, responsible for concept creation and development of advanced robo advisory solutions for relationship mangers and investment specialists, with a focus on interactive portfolio simulation based on a goal-based approach for tailored investment suggestions
Overall subject matter lead of project and IT, UX/UI prototyping as well as user acceptance testing to ensure project success
Detailed definition of the business functionalities, specification of the business requirements and processes for digital robo advisory solutions, including coordination and planning of the implementation with IT

Client benefit

Simpler and more efficient portfolio simulation for relationship managers and investment specialists through access to powerful robo advisors in a handy user environment, thus saving time and increasing the quality of investment suggestions
Improved reflection of customer needs possible, as customer preferences can be recorded in much greater detail (e.g., investment vehicle type for Swiss stocks)
More individual investment suggestions, which can be simulated within a portfolio in real-time and illustrated with simple graphics, and automatically adapt to customers’ individual target portfolios based on investment preferences

Omni-channel platform analysis of the entire system landscape of digital investment applications

Initial situation

Application landscape with 10+ investment solutions for various use cases, legacy applications and silos

Inefficient handling and lack of overview in daily business for relationship managers within a complicated system landscape
Large redundancies in functionalities, only partially linked, difficult to navigate for relationship managers and investment specialists
Massive costs and time spent on implementing new functions and adjustments due to regulatory requirements

Our contribution

Comprehensive analysis of the functionalities, processes and UX/UI prototyping of the current platform landscape of internal investment applications
Definition of TOM, business functionalities and application strategy for 10+ main investment applications for relationship managers and investment advisors
Digital roadmap for the transformation / integration of all functionalities into a comprehensive omni-channel investment solution
Complete analysis of business functionalities, their prioritization and embedding in a plan for omni-channel transformation

Client benefit

Basis for decision-making for further action through a detailed list of functionalities and processes of the existing platforms for portfolio management and investment advisory solutions
Path to an all-in-one investment solution through a detailed sequential plan for a perennial application and IT platform strategy, including consideration of future process expansions and already adapted / promising applications Comprehensive analysis of the functionalities, processes and UX/UI prototyping of the current platform landscape of internal investment applications

Introduction of ESG customer preferences, ESG investment suggestions and integrated ESG score in investment process

Initial situation

The digital investment advisory process was already widely used, but did not contain any specific ESG functionalities

ESG criteria from customers can only be recorded manually in the note field
ESG has no direct influence on the investment suggestins and the targeted portfolio
No metrics, graphics or information that relationship managers could use to suggest or well explain a more sustainable investment strategy to customers

Our contribution

Introducing detailed ESG preferences for customers as part of the investment advisory process, including individual assessment of main- (e.g., environmental) and sub-categories (e.g., sustainable investing)
Leading concept creation of the user experience, integration of customer preferences, ESG scores and investment suggestions
Development of easy-to-understand visual elements, as well as the consideration of regulatory requirements for documenting investment suggestions and deviations from the ESG profile

Client benefit

Increased efficiency through investment advisory process with fully integrated ESG profile, detailed client preferences and consistent investment suggestions
Understandable presentation of logic as to why specific investment vehicles were selected based on ESG score
Goal-based visualization to develop the customer portfolio towards the desired ESG profile
Supplementary product information about risks and opportunities, integrated into the overall process

Analysis of the existing and introduction of a new global digital investment advisory process for a major Swiss bank

Initial situation

The investment advisory process was defined bank-wide as a structured but manual process, which was usually carried out physically

Advisory process had to be conducted with customer on paper, without interactive elements or support for regulatory relevant information
Complicated calculations had to be done manually and investment suggestions were based on ex-ante assumptions made by relationship managers who had to prepare the conversation on paper
The data entry into the system had to be carried out again after customer meeting

Our contribution

Business analysis and complete documentation of the existing investment process, as well as development of a new consulting concept and process definition in preparation for application implementation
Development of the user journey for digital consulting process and customer risk profile methodology
Analysis and implementation of regulatory requirements as a basis for successful implementation
Planning and conducting training for entire user base

Client benefit

Basis for the development of new advisory process applications through complete and detailed documentation of existing and new investment processes and the risk profile methodology
Efficiency gains and error reduction through digital recording of the entire risk and customer profile in a new consulting solution with a modern user experience
Customer loyalty and higher cross-selling potential through joint discussions between relationship managers and customers with digital support, including interactive portfolio analysis and automatic investment suggestions

Conception and implementation of a “state-of-the-art” digital onboarding for retail customers with a focus on digitization and automation of back office activities as well as optimization of the conversion rate

Initial situation

The bank already had a functioning customer application in place for digital data entry and identification. In the back office, the individual account opening steps were carried out digitally, but were still processed sequentially and mostly manually. In addition, there were no options in the back office for different departments to work on a case together

Lack of transparency about the status of individual account openings
Process “breakouts” in the form of email traffic due to queries
Long account opening lead time due to the lack of transparency and the low level of automation

Our contribution

As Senior Business Engineer / Product Owner, development of the product vision and definition of the system map for state-of-the-art digital self-onboarding for retail customers (“no human touch”, “paperless”, “instant product use”, “top conversion rate”)
Evaluation of a business process automation platform to orchestrate the account opening steps in the back office
Conception and collaboration in the implementation of the front-2-back digitization process with a focus on back office optimizations
Analysis of the new, complex compliance requirements, specification of possible solutions and implementation of over 14 compliance and risk checks across the entire customer journey

Client benefit

Establishment of a fully digitalized account opening process with an STP rate of over 60%
Back office optimizations: More than 85% reduction in manual activities and reduction of the average account opening lead time by 95% from weeks to hours
Increase in conversion rate thanks to improvements based on detailed data analysis (“data driven development”) despite the introduction of extensive additional questions to GWG21
Introduction of customer satisfaction surveys as well as their analysis and processing in the form of product improvements

Development of a specific and tailor-made client onboarding system to reduce media disruption and paper consumption

Initial situation

Different onboarding systems in use, depending on the type of customer, with different processes and media breaks

Information had to be gathered in various places and documents had to be created manually
Reviews and approval mechanisms took place in a complex process and were carried out on paper
Time-consuming and sometimes error-prone tasks in customer service, compliance and in the back office across the onboarding processes

Our contribution

Process analysis and verification of the existing onboarding together with relationship managers and back office to optimally improve the target solution
Conception of a customer onboarding solution with one-time data capture and automatic document generation
Agile and sequential development and implementation of the new onboarding process with a focus on eliminating media breaks

Client benefit

Smooth introduction through high process acceptance and user-friendly user journey, due to intensive collaboration with employees and users
High number of onboardings after introducing the new process
Great reduced workload in the back office thanks to integrated interfaces
Clear reduction in support requests through optimized onboarding flow and structured process

Optimization of onboarding solution with video identification and piloting of AI based identification for Swiss retail bank

Initial situation

The retail bank had already had a digital onboarding solution in operation for around 3 years. However, the solution was poorly supported and not actively adapted to customer behavior. In addition, regulatory adjustments and technological possibilities already allow to implement various simplifications in the customer journey and to replace the cost- and time-intensive video identification with AI based identification

Our contribution

Analysis of the status quo of the onboarding solution with video identification including requirements analysis, process refinement and definition for the target state and continuous improvements
Collection and evaluation of all data to determine drop-off rates, conversion rates, demographics and, above all, to identify bottlenecks and track edge cases
Analysis, conception, coordination and implementation of the pilot phase for an AI based identification solution into the existing onboarding solution
Definition and refinement of back office processes to adapt to regulatory requirements, due to switching to self-identification

Client benefit

Building a holistic, automated evaluation for the constant (re-) identification and improvement of drop-off rates, bottlenecks and uncovered edge cases
Significant simplification of the already productive customer journey and thus significant improvement in the conversion rate
Implemented second identification method for cheaper onboardings without waiting for an agent to care the customer

Conception and development of a digital consulting channel, including a video consulting tool

Initial situation

The bank already had a video channel in use based on its Skype for Business infrastructure

Customers had to join a meeting via Skype for Business or via browser with a plugin download
The range of functions of the Skype for Business solution was very limited for customers
Relationship managers were not trained in using the video channel

Our contribution

Analysis of the current system landscape and capture the requirements of various stakeholders
Coordination of design and developer resources
Conception of a planning software for relationship managers to initiate “video consultations on appointment”
Conception, evaluation (maker or buy) and implementation of a video consulting application for customers
Training video, tool and infrastructure skills for relationship managers

Client benefit

Customers are optimally supported throughout the customer journey (joining, advice and leaving)
Successfully conducted thousands of consultations via video channel from traditional branches
400 customer advisors have completed extensive training in video consulting skills over 2.5 years
Customers and relationship managers can act independently of time zone and space and are closely connected to each other despite the distance
Customer feedback is recorded digitally to improve quality

Introduction of instant video advice in the central customer advisor team

Initial situation

Video channel was already in use, but had various gaps in the customer journey and in the internal process

Appointments were made using the online booking tool
and a service hotline
The service hotline lacked the expertise to provide advice
The conversion rate (number of agreed video consultation appointments) via the service hotline was only at 8%

Our contribution

Conception and introduction of instant video advice for a large Swiss retail bank to further optimize customer touchpoints in the area of distance advice
Identification of requirements for precise data collection, including data analysis
Detailed solution evaluation considering the needs of both end customers and the bank
Seamless integration of the solution into the existing system landscape

Client benefit

Increased conversion rate with the new instant video consultation by 200% (to 24%)
Better coverage of customer needs regarding service times (from 8 a.m. to 8 p.m.) and offer (home office instead of a branch)
Higher customer satisfaction, more customer proximity and product sales through video transmission and conveying trust and individuality

Introduction of a virtual camera solution for video consultation

Initial situation

Existing video consultation solution was used, with a focus on sharing the content of the consultation

During video consultations, screen was shared with customers, meaning that personal contact and the image of the consultant faded into the background
No possibility to tailor conversations to customers, present content in a modern and market-oriented manner, or stand out from the competitors

Our contribution

Responsible for the conception, solution evaluation, and introduction of a virtual camera solution for the modern staging of advisors in conversation
Evaluation and implementation of premium virtual camera software
Introduction of digital functionalities to enable innovative and contemporary digital distance advice
Implementation of the final designs in the virtual camera solution, including performance and hardware optimization for a consistently smooth customer experience

Client benefit

Better customer experience, as a variety of tools and additional information/content can be used during the conversation
Higher emotional customer retention through orchestration and fluid control of the staging and animations, made possible by modern software and hardware from the streaming area
Professional and high-quality consulting experience for customers through optimized consultant workbench as well as optimal image and sound transmission

Digitalization of mortgage offers and contract conclusion

Initial situation

A major Swiss bank would like to create mortgage offers for its customers more quickly and efficiently

Prospects demand a quick response time for their financing
Offer is strongly compared to competing banks
In addition to the reputation and interest rate, value is placed on a well-designed process

Our contribution

Analysis of the mortgage process and the requirements for a new solution and creation of solution variants for sub-processes and features for business and IT specialists
Development of coordinated templates for working in project teams to clarify variants for solution architecture and gradual further expansion of existing products
Preliminary clarification of technical dependencies and technical feasibility within the surrounding systems (document processing, customer data, evaluation methods)
Variants of solution architecture for evaluating new mortgage products

Client benefit

Drastically reduced process lead time when preparing offers for standard cases
Consistently high process quality for data entry and case evaluation
Cost savings through highly automated processes and less manual intervention
Fully automatic sub-processes for mortgage extensions
Image improvement and expanded customer loyalty through an informative process with hybrid consulting options (digital and physical)

Digitalization of a online banking platform for international customer base

Initial situation

Fragmented solutions for e-banking for international customer assets at a major Swiss bank

Certain locations without an existing e-banking solution
Different user experience/journey for consultants depending on the country. Customers were heavily dependent on their relationship manager, who were unable to carry out simple steps themselves (e.g. querying account balances, executing transactions, viewing portfolio allocation)
Major adjustment costs because of decentralized cost management

Our contribution

As product owner, responsible for business analysis of existing regional e-banking solutions as well as creation of a concept and implementation plan for a consistent online banking solution, including portfolio analysis, product content and market data areas as well as digital document signature
Definition of requirements, business functionalities and user experience for e-banking applications for international wealth management customers
Project and subject matter lead of IT and stakeholders, including prototyping through UX as a basis for the successful implementation of the solution

Client benefit

Consistent online banking solution with various self-service functions (view account/portfolio, carry out transactions/payments, view and sign documents)
User-friendly customer experience
Significant time savings for relationship managers (efficiency) and shorter waiting time for customers
Massive cost reduction for future process, functionality adjustments and expansions

Market study digital pillar 3a investments in Switzerland

Initial situation

Swiss retail bank with an existing pillar 3a solution

Lack of specific know-how about solution variants on the market
Uncertainty about important functions, user experience and pricing of the competitor offer
Lack of information for further development

Our contribution

Conducting a market study of the pillar 3a offering in Switzerland, including a competitor comparison based on the value chain, including relative cost analysis and recommendations for action
Field study of providers of pillar 3a investment solutions in Switzerland including mystery shopping
Specific suggestions for improvement as best practice based on market positioning, including user experience, pricing and functionalities
Development of an evaluation concept across several dimensions such as service offering, user-friendliness and pricing
Development of short- and medium-term action recommendations for management

Client benefit

Through a detailed study, the customer has a detailed overview of the existing market for pillar 3a solutions in Switzerland
Study and findings as a foundation for further development of the bank’s own solution
Specific suggestions for improvement as best practice based on market positioning, including user experience, pricing and functionalities

Banking lived digitally - for banks and customers

Multi Experience & Channel Control

Cross-channel customer guidance (inbound and outbound mgmt.) along the client journey for a seamless, transparent processing of requests and orders

Self-Service & Client Lifecycle

Conception of a comprehensive digital self-service portfolio for centralized data maintenance and independent initiation or execution of processes at anytime.

Digital Interaction

“Virtual bank branch” as a central customer interface for various customer needs and requests. Modern and interactive collaboration between consultant and customer.

Digital Onboarding

Fully digitalized onboarding with integrated identification, short lead times, high degree of straight-through-processing for account openings and maximized conversion rate.

CRM & Consulting

Designing a holistic, digital consulting approach combined with intelligent CRM forms a sustainable foundation for financial advisory in the areas of investing, financing and pension.

Digital Invest

Conception of digital investment advisory solutions for tailored user experiences as well as forward-looking offers such as themed investments and interactive simulations.

Digital Credit & Mortage

Automation and digitization of complex verification / processing procedures to effectively deliver a broad range of credit solutions across the customer lifecycle.

Digital Pension

Holistic overview of customers current pension situation and visualized simulations in the event of risk and in old age. Digital offering facilitates the access to pension services.

Our Consulting Focus

Selected project references

Success Stories

Digitalization of the entire wealth management offering and end-to-end process for a major Swiss bank

Conception and development of advanced digital Robo Advisory solution for portfolio simulation

Omni-channel platform analysis of the entire system landscape of digital investment applications

Introduction of ESG customer preferences, ESG investment suggestions and integrated ESG score in investment process

Analysis of the existing and introduction of a new global digital investment advisory process for a major Swiss bank

Conception and implementation of a “state-of-the-art” digital onboarding for retail customers with a focus on digitization and automation of back office activities as well as optimization of the conversion rate

Development of a specific and tailor-made client onboarding system to reduce media disruption and paper consumption

Optimization of onboarding solution with video identification and piloting of AI based identification for Swiss retail bank

Conception and development of a digital consulting channel, including a video consulting tool

Introduction of instant video advice in the central customer advisor team

Introduction of a virtual camera solution for video consultation

Digitalization of mortgage offers and contract conclusion

Digitalization of a online banking platform for international customer base

Market study digital pillar 3a investments in Switzerland

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