S-Pankki and FA Solutions in collaboration towards better customer experience

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Cooperation between FA Solutions and S-Pankki (“S-Bank”) started when S-Pankki discovered a need to become even better at serving their customers in personal saving and investment services by improving needs analysis and customer relationship management. S-Pankki is a Finnish in-store bank which belongs to Finnish S Group and offers services related to saving, payments and financing.

Diverse expertise

“FA Solutions has proved to be diverse and reliable partner. We have been really satisfied on working with them. S-Pankki can willingly recommend them to similar projects!” comments development manager Lilian Bergström from S-Pankki.

 

Diverse expertise

“FA Solutions has proved to be diverse and reliable partner. We have been really satisfied on working with them. S-Pankki can willingly recommend them to similar projects!” comments development manager Lilian Bergström from S-Pankki.


There were a lot of requirements and needs from customer interface to statutory documentation. The main purpose was to be able to offer customized solutions for individual customers based on their situation, needs, and wishes, but at the same time to do it more efficiently and to fullfill complex regulatory documentation needs. System is used both in face-to-face and telephone meetings.

Working with the tool in practice starts with filling the customer’s background information, e.g. wealth and former investment experience. Platform takes into account for example customer’s risk profile, expected return, and investment horizon, and based on that information the tool forms a proposal to fit the customer profile. At the same time the system collects and saves information for future customer meetings and statutory documentation.

Using the software guarantees that all important information is gathered before doing the needs analysis to provide the best possible solution for the end customer. S-Pankki can also be sure that every situation is handled in the way required by regulation. Precise documentation improves also customer experience: customer information is always available and for example former saving plans can be found quickly and easily.


There were a lot of requirements and needs from customer interface to statutory documentation. The main purpose was to be able to offer customized solutions for individual customers based on their situation, needs, and wishes, but at the same time to do it more efficiently and to fullfill complex regulatory documentation needs. System is used both in face-to-face and telephone meetings.

Working with the tool in practice starts with filling the customer’s background information, e.g. wealth and former investment experience. Platform takes into account for example customer’s risk profile, expected return, and investment horizon, and based on that information the tool forms a proposal to fit the customer profile. At the same time the system collects and saves information for future customer meetings and statutory documentation.

Using the software guarantees that all important information is gathered before doing the needs analysis to provide the best possible solution for the end customer. S-Pankki can also be sure that every situation is handled in the way required by regulation. Precise documentation improves also customer experience: customer information is always available and for example former saving plans can be found quickly and easily.

Increased client satisfaction

Saving plan formed by the tool can be given to the customer immediately after needs analysis. “We’ve already got positive feedback from our end customers. Customers have been happy to get something to go home with so that they can go through the plan once more”, Lilian describes the feedback from customer interface.

 

Increased client satisfaction

Saving plan formed by the tool can be given to the customer immediately after needs analysis. “We’ve already got positive feedback from our end customers. Customers have been happy to get something to go home with so that they can go through the plan once more”, Lilian describes the feedback from customer interface.

Developing the solution was done in close collaboration. “Working with FA Solutions was easy and conversational, and we worked together to find the best solutions for us. Their knowledge of the financial sector gave us a big help and new perspectives. Actually the first phase was completed in record time: 14 weeks including Christmas holidays! So working was really effective”, Lilian comments happily.

S-Pankki predicts that the solution provides long-term benefits. Markets and products are changing all the time but that’s not a problem since S-Pankki can easily manage and change product range and attachments in the final output, for example graphs and product descriptions. “At the same time we are able to serve customers effectively and individually, and produce needed materials and reports. While computer is taking care of the documentation and reporting, people working in customer interface can concentrate on what’s the most important, the customer”, Lilian summarizes.

Developing the solution was done in close collaboration. “Working with FA Solutions was easy and conversational, and we worked together to find the best solutions for us. Their knowledge of the financial sector gave us a big help and new perspectives. Actually the first phase was completed in record time: 14 weeks including Christmas holidays! So working was really effective”, Lilian comments happily.

S-Pankki predicts that the solution provides long-term benefits. Markets and products are changing all the time but that’s not a problem since S-Pankki can easily manage and change product range and attachments in the final output, for example graphs and product descriptions. “At the same time we are able to serve customers effectively and individually, and produce needed materials and reports. While computer is taking care of the documentation and reporting, people working in customer interface can concentrate on what’s the most important, the customer”, Lilian summarizes.

S-Pankki

S-Pankki is a Finnish in-store bank which belongs to the S Group and offers services related to saving, payments and purchase financing. S-Pankki’s services are primarily aimed at co-op members.www.s-pankki.fi

Almost
0 million
Customers
(summer 2015)


More than
0 million
assets managed
(summer 2015)

S-Pankki

S-Pankki is a Finnish in-store bank which belongs to the S Group and offers services related to saving, payments and purchase financing. S-Pankki’s services are primarily aimed at co-op members.www.s-pankki.fi

Almost
3 million
Customers
(summer 2015)


More than
6193 million
assets managed
(summer 2015)


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