Towards the future with an optimal customer journey
Customer expectations are changing rapidly. At the same time, regulatory requirements, technological complexity and the pressure to make processes more efficient and digital are all on the rise. Banks and insurance companies are faced with the challenge not only of improving the customer experience, but also of rethinking it strategically.
A strong partnership
Together with our partner BSI, we can help you build a modern, seamless and efficient customer journey.
BSI is one of Europe’s leading providers of CRM and customer experience solutions and has many years of experience, particularly in the banking sector.
The BSI Customer Suite provides banks and financial service providers with an end-to-end platform that brings together marketing, sales and service across the entire customer journey – tailored to the regulatory requirements and IT environments of the financial sector.
msg for banking is a reseller and certified implementation partner of BSI.
BSI Customer Suite – the flexible platform for modern customer journeys
The BSI Customer Suite integrates customer, process and interaction data within a unified architecture. This enables you to lay the foundations for efficiently designing, automating and continuously developing customer journeys – without data silos, without complex add-on solutions and with a high degree of business flexibility.
Artificial intelligence is an integral part of the entire suite and is available throughout all modules and processes – from data analysis and journey design right through to customer interactions. This enables journeys to be automated, content to be personalised and processes to be continuously optimised, without business departments having to rely on separate AI tools or additional integrations.
Thanks to its intelligently coordinated, flexible modules, open standards and integration capabilities, the suite can be seamlessly integrated into existing IT environments. BSI’s low-code and no-code features accelerate the implementation of new processes, journeys and logic, and provide greater agility for business units and IT – even without complex programming. At the same time, it meets high standards of data protection, security and regulatory compliance.
The result: streamlined processes, consistent customer experiences and significantly greater operational efficiency and flexibility.
We have developed a specialised solution for regional banks in the form of the Banking.X.hub: designed to deliver a future-proof customer experience with seamless integration into the core banking system.
Our comprehensive support, from consultancy through to operations
Drawing on our in-depth banking expertise and technological implementation skills, we support financial institutions every step of the way – from strategic planning through to technical implementation and stable operations.
Working alongside you, we design seamless, integrated and future-proof customer experiences – without any disruption across all touchpoints: for more efficient processes, consistent interactions and an IT landscape that grows in line with your requirements.
Our consultancy services are always tailored to your specific requirements. This ensures you receive exactly the solution that suits your organisation, your processes and your level of maturity.
An overview of the benefits of the BSI Customer Suite:
Modular
Intelligently coordinated products that can be used individually or in combination – tailored precisely to your requirements.
Enterprise-ready
Seamless integration into existing IT landscapes thanks to open standards, flexible interfaces and an architecture designed for scalability.
Personalised
Relevant, proactive and personlised customer engagement in real time – automated, without losing that personal touch.
Next-best-action
Continuous integration of customers into the journey ensures greater customer satisfaction.
Our range of services
Advisory
- Analysis of the current situation
- Clarification of functional and technical requirements
- Development of suitable solutions
- Design of product enhancements
Implementation
- Roll-out of CRM and CX solutions
- Project management and transformation
- Integration into the bank’s IT systems
- Implementation of new business and technical processes
Operations
- Operation of CX platforms for banks
- Further development following go-live
- Managed services
- Support and monitoring
- Ensuring robust system environments
Training courses
- User training courses for consultancy and sales
- Training courses for administrators and key users
- Onboarding new staff
- Workshops on new releases and new features
That is why we are the right partner for financial services providers
We offer you:
- in-depth industry expertise in banking and insurance,
- sound advisory, implementation and customisation all under one roof,
- tailor-made solutions for existing IT landscapes and regulatory frameworks,
- reliable support in day-to-day operations – from management to support – as well as
- flexible project models, tailored to your objectives and set-up.
In short: technology and advisory that are perfectly aligned in terms of subject matter, technical aspects and organisational needs.
The BSI Customer Suite in practice
See how the BSI Customer Suite supports financial services providers through example use cases.
Efficient management. Making targeted use of relevant potential
Effective sales management requires reliable data, transparent activities and a clear view of potential. The BSI Customer Suite creates a central information hub for this purpose, bringing together customer, advisory and interaction data.
This provides a well-founded overview of opportunities, ongoing activities and sales priorities – enabling predictable, targeted and effective sales management.
The Suite supports sales management through, amongst other things:
- precise identification of relevant target groups,
- indications of potential cross-selling and upselling opportunities,
- transparent management of the sales pipeline and activities,
- centrally managed and personalised campaigns, and
- higher conversion rates through consistent processes.
The result: a focused, efficient and effective sales organisation that engages customers at the right time via the appropriate channel.
Personalised advice with a comprehensive overview of the customer’s situation
High-quality advice begins with a thorough understanding of the customer’s situation. The BSI Customer Suite brings together customer-related information, interactions, processes and advisory data in a central view, thereby laying the foundation for personalised, well-informed and transparent advice.
Advisers receive exactly the information they need to prepare thoroughly for meetings, identify opportunities and support customers in a way that is appropriate to their circumstances.
The Suite supports sales management through, amongst other things:
- a holistic view of customer relationships and needs,
- targeted alerts regarding relevant advisory opportunities,
- consistent documentation and traceability,
- structured meeting preparation and follow-up measures, and
- cross-channel continuity in advisory services.
The result: a more personalised, efficient and professionally sound advisory service that is highly relevant to customers.
Tailored communication with genuine context
Relevant communication arises where data is used intelligently. Based on information such as age, place of residence, contract status, transactions or usage behaviour, target groups can be precisely segmented and addressed with appropriate content.
This is particularly effective when event-based signals are also taken into account – such as a house move, a new addition to the family or a change in saving behaviour. This creates contextually appropriate opportunities for communication, advice and offers.
Instead of generic advertising messages, customers receive relevant suggestions via the appropriate channel that are tailored to their current life situation.
- For example, a customer who regularly builds up savings may receive information on investment advice.
- A customer who adds a child to their insurance policy receives information on family-related offers, such as extended liability cover or accident cover for children.
The result: a personalised, needs-based approach that provides guidance, offers added value and strengthens the customer relationship.
Streamline service processes. Handle enquiries efficiently.
With the BSI Customer Suite, financial service providers can offer their customers a wide range of digital self-service options – from updating personal details and changing limits or sums insured to onboarding processes and digital contract conclusion.
The underlying processes can also be largely automated: contracts can be sent out, digital signatures obtained, supporting documents verified and new processes initiated based on predefined rules. Incoming enquiries are automatically recorded, categorised and forwarded to the relevant departments.
The result: faster processing, less manual effort and a service experience that is simple, clear and efficient for customers.
Consistent responsiveness across all channels
The BSI Customer Suite centrally records and contextualises interactions from various channels – including telephone calls, emails, face-to-face conversations, digital self-service options and online banking activities.
This means that staff in advisory and customer service roles have access at all times to all relevant information regarding the current case, previous communications and the next steps. Conversations can be continued seamlessly, without customers having to provide the same information repeatedly.
The result: consistent processes across all channels, noticeably fewer friction points and a robust foundation for better advice, stronger service and additional sales potential.
Your contact persons
is responsible for national and international projects in the areas of customer experience, CRM, and the digital transformation of sales and customer management processes.
is an experienced software developer in the customer experience and CRM sectors, specialising in the operation and further development of existing solutions. He supports customers throughout the entire lifecycle of their CX solutions – from both a technical and a business perspective.
has over 20 years’ experience in IT development and project management for banks and insurance companies, and is responsible for a financial services software product at msg for banking.