Review of a regional bank’s distribution model

Context

Our client is a regional branch of a major banking group. It offers a full range of banking and insurance products to individuals and businesses.

The challenge

Our client relies on solid foundations: a solid territorial network, valued customer relationships, committed digitalisation, managers who listen, and teams who are supportive and open to change. However, they wanted to carry out an in-depth analysis of their existing model in order to improve its efficiency and align it with the company’s strategic plan.

The solution

The project took place in several stages:

• Analysis of networks and central services : real time spent by type of activity, customer interaction time, appointment efficiency, workload per advisor, urban, suburban and rural coverage, etc. Immersion in the field and internal questionnaires.
• Synthesis with the Executive Committee, then with the managers to discuss points to improve, and validate new objectives and action plans.

The impact

The analysis of our client’s distribution model revealed real strengths and 10 main improvements, including commercial efficiency, the organisation of branch activities, the branch network, and customer segmentation.