Overview and key figures
Société Générale, founded in 1864, is one of the leading French banks and a major player in the international financial sector. It offers a wide range of banking and financial services to individuals, professionals, businesses, and institutions.
In France, the implementation of a CRM has enabled the structuring and optimization of the relationship between back offices and Corporate clients, by centralizing communications, improving request tracking, and enhancing operational efficiency.
Global
Application deployed globally
Standardization
Practices for managing customer issues
Change management
User training for onboarding and adoption of the new tool
Implementation of a CRM to manage the relationship between back offices and Corporate clients
Our client since 2021
Project context:
- L’application CMT ( Case Management Tool) a pour but de structurer principalement les échanges via le canal « Mail » afin de répondre efficacement aux demandes des clients « Corporate » sur différents produits financiers.
- Application deployed globally.
Project objectives:
✅ Standardize practices in terms of target processes for managing customer issues: significant disparities in handling client requests across regions (Asia-Pacific, North America, Europe, etc.).
✅ Identify automation needs (focusing on high-value tasks)
✅ Change management :User training for onboarding the new tool.”
✅ Performance issue in PROD: High data volume (cases/assignments)
✅ Offshore context: Large team spread across multiple time zones (India / Canada / Paris)