{"id":210027,"date":"2024-01-08T15:38:47","date_gmt":"2024-01-08T14:38:47","guid":{"rendered":"https:\/\/www.anima-consulting.com\/project\/new-commercial-model-improving-the-client-and-managment-experience\/"},"modified":"2024-02-20T16:49:18","modified_gmt":"2024-02-20T15:49:18","slug":"new-commercial-model-improving-the-client-and-managment-experience","status":"publish","type":"project","link":"https:\/\/www.anima-consulting.com\/en\/project\/new-commercial-model-improving-the-client-and-managment-experience\/","title":{"rendered":"New Commercial Model: Improving the client and managment experience"},"content":{"rendered":"

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PROJECTS<\/h3>\n

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NEW COMMERCIAL MODEL: IMPROVING THE CLIENT AND MANAGMENT EXPERIENCE<\/b><\/h1>\n

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Finance<\/p>\n

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METHODOLOGIES
<\/strong><\/span>Qualitative research \u00a0|<\/span><\/span>\u00a0<\/span> In-depth interviews \u00a0|<\/span><\/span>\u00a0<\/span>\u00a0Design thinking methodology<\/span><\/p>\n

SECTOR<\/strong><\/span>
Finance<\/p>\n

YEAR<\/strong><\/span>
2021<\/p>\n

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Description<\/h3>\n

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Our client faced the challenge to understanding the first experiences of customers and the commercial network and the impact generated by a new distribution model<\/b>.<\/p>\n

Through a qualitative study based on in-depth listening and observation in context throughout its entire experience with the bank, Anima identified the unmet needs in the communication and support process, as well as defined ideas for improvements and recommendations for implementation of the new comercial model. <\/b><\/p>\n

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20 participants interviewd in-depth<\/p>\n

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5 involved client segments<\/p>\n

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Customer Journey: mapping of the client experience<\/p>\n

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+ 20 actions to improve the actual model<\/p>\n

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\u201cIt is a radical change: from having daily contact with people and brutal queues to not having clients in the office. We have to get used to other parameters\u201d.<\/p>\n

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Empleado de oficina<\/p>\n

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GENERAL PERCEPTION
OF THE NEW MODEL<\/b><\/h3>\n

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\"\"<\/p>\n

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Understand the key elements of the new servicing model from<\/b> the point of view of the client and the commercial network<\/b>: specific characteristics and protocols of the new processes\/services.<\/p>\n

Assess the impact of the new model<\/b> on the relationship and perception of customers about the entity.<\/p>\n

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EVALUATION OF
THE EXPERIENCE<\/b><\/h3>\n

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\"\"<\/p>\n

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Assessment of the client\u2019s experience<\/b> during the process of changing to the new service model: definition of the different stages and identification of gain<\/i> and<\/i> pain<\/i> points<\/i> for each of them.<\/p>\n

Assessment of the communication process and accompaniment<\/b> to the client and the sales network.<\/p>\n

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IDENTIFICATION OF
<\/b> IMPROVEMENT<\/b> OPPORTUNITIES<\/b><\/h3>\n

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\"\"<\/p>\n

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Identification of areas for improvement<\/b> in the new distribution model<\/b>: counter service, ATMs, digital banking, appointment management and telephone service.<\/p>\n

Opportunities for cross-cutting improvement for the Bank<\/b>: employee support\/training, communication\/support for customers.<\/p>\n

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CONTACT US<\/h3>\n

We make your business grow.<\/strong>
Find out more about our services.<\/h3>\n

” content_phone=”<\/p>\n

CONTACT US<\/h3>\n

We make your business grow.<\/strong>
Find out more about our services.<\/h3>\n

” content_last_edited=”on|tablet” _builder_version=”4.22.2″ _module_preset=”default” header_font=”||||||||” header_line_height=”1.5em” header_3_font=”|300|||||||” header_3_text_color=”#FFFFFF” header_3_letter_spacing=”4px” header_3_line_height=”1.5em” background_enable_image=”off” custom_margin=”||0px||false|false” custom_margin_tablet=”|||20%|false|false” custom_margin_phone=”|||180px|false|false” custom_margin_last_edited=”on|tablet” custom_padding=”||0px||false|false” border_color_left=”RGBA(255,255,255,0)” global_colors_info=”{}”]<\/p>\n

CONTACT US<\/h3>\n

We make your business grow.<\/strong>
Find out more about our services.<\/h3>\n

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PROJECTSNEW COMMERCIAL MODEL: IMPROVING THE CLIENT AND MANAGMENT EXPERIENCEFinanceMETHODOLOGIESQualitative research \u00a0|\u00a0 In-depth interviews \u00a0|\u00a0\u00a0Design thinking methodology SECTORFinance YEAR2021DescriptionOur client faced the challenge to understanding the first experiences of customers and the commercial network and the impact generated by a new distribution model. Through a qualitative study based on in-depth listening and observation in context throughout […]<\/p>\n","protected":false},"author":2,"featured_media":209542,"comment_status":"open","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"project_category":[72],"project_tag":[],"class_list":["post-210027","project","type-project","status-publish","has-post-thumbnail","hentry","project_category-finance"],"_links":{"self":[{"href":"https:\/\/www.anima-consulting.com\/en\/wp-json\/wp\/v2\/project\/210027","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.anima-consulting.com\/en\/wp-json\/wp\/v2\/project"}],"about":[{"href":"https:\/\/www.anima-consulting.com\/en\/wp-json\/wp\/v2\/types\/project"}],"author":[{"embeddable":true,"href":"https:\/\/www.anima-consulting.com\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.anima-consulting.com\/en\/wp-json\/wp\/v2\/comments?post=210027"}],"version-history":[{"count":7,"href":"https:\/\/www.anima-consulting.com\/en\/wp-json\/wp\/v2\/project\/210027\/revisions"}],"predecessor-version":[{"id":210222,"href":"https:\/\/www.anima-consulting.com\/en\/wp-json\/wp\/v2\/project\/210027\/revisions\/210222"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.anima-consulting.com\/en\/wp-json\/wp\/v2\/media\/209542"}],"wp:attachment":[{"href":"https:\/\/www.anima-consulting.com\/en\/wp-json\/wp\/v2\/media?parent=210027"}],"wp:term":[{"taxonomy":"project_category","embeddable":true,"href":"https:\/\/www.anima-consulting.com\/en\/wp-json\/wp\/v2\/project_category?post=210027"},{"taxonomy":"project_tag","embeddable":true,"href":"https:\/\/www.anima-consulting.com\/en\/wp-json\/wp\/v2\/project_tag?post=210027"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}