Cross-Functional Solutions

Financial services companies are operating in a radically new environment. The expectations and behaviors of their customers have shifted dramatically. In addition, the upheaval and uncertainly of recent years has left financial services institutions grappling with regulatory overload, risk management breakdowns, and technology disconnects. To be effective, our clients must reign in their operational chaos and reconnect with clients in new and promising ways.

CG understands the goals, processes, and systems that cut across your business functions and drive success in good times and in bad. We integrate our Management & Technology Consulting, Delivery, and Program & Project Management capabilities to deliver solutions that help you restore order, perform at new levels of efficiency, prioritize your customers, and pursue the next big thing. Our Cross-Functional Solutions address key areas of your business, including:

• Channels
• Marketing & Customer Experience
• Operational & Credit Risk
• Sales & Service

Channels

The issues you face:

Technology innovation is changing the relationship between customers and their financial services providers. A sophisticated multi-channel strategy – a delicate balance of brick-and-mortar branches, ATMs, call centers, online banking, and emerging mobile opportunities – is non-negotiable for banks today. Placing your bets on what customers want and what your business needs is challenging to say the least. And making it happen – the investment, planning, product development, and technology and process requirements involved – is seemingly overwhelming.

How CG helps you succeed:

CG’s industry expertise – combined with our consulting, delivery, and program management capabilities – helps you maximize, integrate, and establish profitable channels as are part of an integrated and highly efficient multi-channel approach. So you can have the benefit of the bang, with out loosing the buck in key areas, including:

• Channel management strategy
• eCommerce
• ATM and money transfer

Marketing & Customer Experience

The issues you face:

Fair-weather customer attitudes, competition from all sides, pervasive technologies, and a ruthless economy have made marketing and customer experience strategies more important than ever to a bank’s success. Targeting the right customers (mass affluents, millenials, baby boomers) in the right way (via social media, mobile, traditional campaigns) and with the right message is the ultimate challenge facing financial services marketing executives. Success relies on leveraging customer data to: 1) develop highly resonant value propositions, and; 2) identify the best channel strategy for maximizing relationship and revenue growth per customer. And these efforts, in turn, can rely on financing that comes from the optimization of marketing operations.

How CG helps you succeed:

CG helps you put the strategies, programs, and technologies in place to pursue, keep, and profit from customers – even in these harsh business conditions. We understand the industry trends, best practices, and products and services our clients need to advance their most important product development, branding, customer experience, and marketing initiatives. Specifically, we help you address and improve:

• Customer and product strategies
• Customer service models and support
• Customer data analytics
• Marketing campaigns
• Product cross-sell

Operational & Credit Risk

The issues you face:

The financial crisis made painfully clear the need for stronger and more closely integrated risk management systems. The old ways – self-regulation, disparate systems, outdated processes, and sub-par data management and reporting – must make way for the new. But establishing a unified and bulletproof risk management system requires a business driven approach; without it your organization could get mired in regulatory minutiae and runaway expenditures.

How CG helps you succeed:

CG brings consistency, clarity, and cohesion to your risk management initiatives. Anchored in real-world experience and deep industry expertise, our solutions help you align finance, risk, IT, and operations, integrate and analyze vital enterprise-wide data, and communicate effectively to all key stakeholders. With consistency and transparency leading the way, you’ll see far-reaching improvements in your organization’s decision making, performance, and ability to manage risk of all kinds, including:

• Enterprise risk
• Operational risk
• Credit and lending risk
• Governance and reporting

Sales & Service

The issues you face:

Every sales organization wants to shorten sales cycles, reduce overhead, and keep customers coming back for more. But it’s never as easy as it sounds. Your first hurdle is getting your hands on accurate sales data and up-to-date customer information so you can understand what is working, what isn’t, and where the opportunities are. Fixing what’s broken and launching new revenue generating programs poses another set of challenges altogether.

How CG helps you succeed:

CG helps you design, deploy, and manage sales and service initiatives across all your business channels so you can sell more and service better. Our solutions put vital customer and sales data at your fingertips, improve transparency and efficiency, and help you make smarter business decisions in an on-demand environment. Specifically, we help you address and improve:

• Customer relationship management (CRM)
• Service quality
• Collections and default management