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Case Study

Customer Service Outsourcing for a fund bank Case Study

  • Challenge

    Due to the great market success, the company wanted to use outsourcing to give its own employees the freedom they needed to push ahead with its expansive growth strategy. A professional and innovative partner was needed to outsource back-office tasks and handle service requests from prospective customers, end customers and brokers who reach the bank through all communication channels.

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  • Solution

    • Outsourcing of the processing of various complex transactions around the maintenance of accounts 
    • Take over of classic banking tasks including answering customer service inquiries; approximately 400 calls with an acceptance rate of 80/20 
    • Handling of physical and electronic incoming mail, scanning, indexing and recording as well as archiving of all documents
    • Final processing of business transactions up to approval directly in the customer system
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  • Benefits

    • BAFIN-compliant outsourcing of business processes
    • Top service even during peak loads
    • Quickest possible processing of all inquiries thanks to knowledge database
    • Consistent concentration on core business
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