A prominent Swiss private bank recognized the need to modernize its Partner Relationship Management (PRM) and Customer Relationship Management (CRM) systems. Tasked with replacing an outdated, client-heavy solution, CBTW’s product design team delivered a web-based platform designed to streamline internal operations, improve user experience, and introduce innovative features to enhance daily workflows.
The challenge: Improving relationship management systems
The project revolved around several key challenges:
- Maintain the rich functionality of the existing solution while improving the user experience.
- Ensure adoption of the new system by current and future employees.
- Incorporate innovative features to increase efficiency and productivity.
Our approach: Strategic development for optimal results
We took a collaborative and user-centric approach to ensure that the solution addressed the bank’s operational needs while improving overall efficiency. Through in-depth stakeholder interviews, we gained valuable insight into the specific pain points of each department. A thorough analysis of the existing system highlighted development opportunities and areas for improvement.
Working closely with the product owner and development teams, we co-created a tailored solution that incorporated a new design system in line with the bank’s visual identity. The proposed web application was brought to life through a clickable prototype that was tested and validated with future users and management to ensure full alignment with the bank’s requirements.
Results: A future-ready platform
The newly developed PRM and CRM solution delivered key benefits, including:
- Increased user productivity: Simplified user journeys for different teams significantly increased productivity and reduced onboarding time for new employees.
- Minimized errors: By providing timely, relevant information, the system helps reduce human error and streamline decision-making.
- Seamless integration: The platform easily integrates with the bank’s existing operations, enabling smooth transitions and broad adoption across departments.
Conclusion: Driving digital transformation in Banking
This project positioned the Swiss private bank for long-term success by delivering a digital solution that improved day-to-day operations and also laid the foundation for future innovation. At CBTW, we pride ourselves on understanding our clients’ unique challenges and delivering tailored solutions that optimize both user experience and operational efficiency.
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