Situation

Midwest Regional Bank looking to leverage investment in branch locations and enhance sales effectiveness and customer experience

Driver Goal

Improve sales effectiveness by 20% and achieve cost reduction of 8%

Actions Taken

In order to achieve the results the following actions were taken:

·         Rationalized branch processes utilizing a cross functional front office and back office team

·         Streamlined sales process and identified support requirements

·         Implemented Staffing models encompassing all branch functions to ensure customer service levels were met and costs were appropriate

Results

·         Sales effectiveness was improved by 28%

·         Cost savings of 9.5%

·         Enhanced customer service levels

·         Reduced customer attrition