Banking CXellence

Banking CXellence cuts your time spent on a CRM implementation nearly in half—giving banks and credit unions the ability to realize revenue on an advanced timeline.

Common challenges that we see with many clients include breaking down the silos between various lines of business, diversifying or increasing income by cross-selling products and services (generating fee-based income), and providing a more personalized and effortless client experience. 

Banking CXellence is built on the Salesforce platform and provides the answer to these trends with pre-built accelerators and a universal data model supporting sales and service for all lines of business on a single platform. The functionality allows for both business benefits and immediate enhancements to customer experience.

After implementation, a bank or credit union can see a revenue lift and an increase in client experience quality and satisfaction – which can be seen with the following metrics: better client retention, higher client satisfaction scores, increase in cross-sell and referrals and decrease in call handling time. One client has seen monthly referrals increase from 1100 to 1900.

Learn more about Banking CXellence in our brochure. 

We also discuss Becoming a Customer-Centric Bank, Four Key Pieces of the Jigsaw Puzzle in this whitepaper


Business & IT Transformation

The business and technology environment driving bank operations is moving fast. Not only must your institution be prepared to manage the array of systems that already run your operations, optimize new offerings and channels, and ensure customer and employee connectivity anytime and anywhere, it must also keep up with a wave of changes that include a range of new providers, such as hosted and cloud-based solutions.

If your bank is like most, the escalating complexity of your technology environment is making it increasingly difficult to track, manage, and support, as well as to respond to new business needs. We can help.

With a combination of deep industry experience, best practices, and extensive knowledge of how banks operate—from core deposit and loan systems to payment platforms to online, mobile, or branch banking channels—West Monroe Partners can help you align and transform your multi-vendor, multi-system environment to support your business goals.

We offer a flexible range of banking-specific capabilities to support you, including:

  • Assessments of your current IT organization, processes, technology, and strategy
  • IT service management
  • Enterprise architecture and Project Management Office
  • Business Process Design, Organizational Design, Sustainability
  • Core Infrastructure, Data Center, Cloud, IT Asset Management
  • Service blueprinting
  • Software and IT asset management
  • IT vendor selection
  • Technology implementation

For banks, transformation is now the key to enabling most business benefits.
Convert your customers’ low-value, high-volume transactions to technology-enabled channels—in ways that reduce costs AND improve customer satisfaction. How can we help transform your bank’s capabilities to make that and other business goals possible?

Commercial Lending
In an era of narrow margins, having a well-defined operating model and efficient processes is critical to success. Rapid growth into new markets and a shifting regulatory environment, though, pose challenges for commercial lending functions seeking to gain a competitive edge.

With deep commercial lending experience, our team understands all facets of your operations – and ways to optimize current processes, design streamlined credit lifecycles, and implement technologies that drive a more efficient and customer-centric business. 

While technology may be key to reaching your goals, we believe that standardizing and optimizing lending processes before introducing new technology leads to better overall operations. This is particularly true for institutions that have grown through mergers and acquisitions but have retained separate processes and/or systems.

We will help you identify the best use of technology to enable key processes, including managing flow of documents and information, fulfilling compliance requirements, and facilitating approval decisions. Whether that means smaller initiatives such as workflow tools and content management solutions or a new loan origination platform such as Salesforce and nCino that enables faster decisions and deeper relationship visibility, we approach technology with an eye toward maximizing the investments you have already made in your commercial credit function.

More than experienced commercial lending strategists 

You will work with a well-rounded team that understands how to turn sound commercial lending strategy into successful practices through a combination of deep technology, customer experience, workforce optimization, and operations expertise. In addition to establishing efficient, technology-enabled processes, we will help put in place the right policies, procedures, and people, as well as customer-centric operating models and new digital experiences that elevate customer interactions.

All of this enables your commercial lending team to spend less time gathering, entering, and organizing data and more time analyzing it to make sound commercial lending decisions. 

Are you ready to close on more opportunities?

Business Intelligence & Data Analytics

Most banks, regardless of size, utilize multiple systems to support their full set of product functionality. These systems and related data management tools contain a wealth of customer, market, and/or operational data.  With so many systems in place and even more users inputting data, it is difficult to produce the timely, accurate insight your bank needs to: 

  • Develop a 360-degree view of customers across products, lifecycles and channels
  • Manage risk
  • Operate profitably and competitively

We can help. West Monroe Partners works with banks of all sizes to make better use of the valuable information that already resides across an enterprise. Combining deep industry knowledge with extensive practical business intelligence experience, we work with you to integrate data from core and ancillary systems and transform your bank into a data-driven enterprise.

With an approach focused on delivering tangible business benefits, we can help you develop a tailored business intelligence strategy and road map; implement sound data governance, quality, and management practices; and select and deploy the right business intelligence tools and reporting capabilities for your environment, needs, and budget.

Tap into your bank’s wealth of data. Realize greater value.
Reduce data gathering and distribution costs. Identify and respond quickly to trends. Nurture and retain your most profitable customer relationships. Strengthen portfolio and risk management and respond to evolving regulatory requirements more effectively. How can we help you use business intelligence to build competitive advantage?

Customer Experience
When customers or members interact with your bank or credit union today, they expect the same sort of effortless experience they receive from Amazon, Uber, Airbnb, and other "customer experience" leaders beyond your industry.

To increase customer/member loyalty and value, banks and credit unions must improve their ability to engage consumers through a differentiated experience. The stakes are high: According to a recent study by Forrester Research and Watermark Consulting, customer experience leaders produce an average annual return that is more than double that of laggards.

Delivering a differentiated experience—and the various business benefits it can produce—requires engaged employees, compelling brand values, and smart operations. It also requires a culture shift, from traditional product-centric operations to consumer-centric operations. For many banks, that's a big change.

We can help you bridge the gap between marketing (setting expectations) and operational excellence (fulfilling the brand promise). How? Through a combination of deep banking industry knowledge and proven customer experience approaches centered on:
  • Understanding what your customers experience when interacting with your institution
  • Identifying opportunities to differentiate customers’ experience
  • Redefining your operating model to deliver that experience—and creating a practical roadmap to achieve it
  • Using your institution’s wealth of data to market effectively to customers/members and realize additional value from those relationships

We don’t just help you design better account opening and onboarding processes, effective cross-channel relationship management programs, or digital strategies that connect your institution with its customers on their terms. We also roll up our sleeves and work with you to see these process and technology changes through to success and sustainable value.

Your customers and members expect more. It’s time to deliver.

Lower costs. Greater customer retention, profitability, and market share. Increased growth potential. What could your bank or credit union accomplish with a better, more engaging customer experience?

Mergers & Acquisitions
Today’s environment puts unprecedented pressure on banks and credit unions to act quickly when they recognize good merger or acquisition opportunities.

As merger and acquisition experts, we know there is nothing more important than realizing anticipated deal value. Value starts with strategic analysis of stakeholders—including customers, employees, and regulators—and robust plans for meeting the needs of each throughout the transaction process.

Our experienced team brings a unique set of capabilities to every situation—strong leadership, broad industry experience, and a commitment to making the deal work for your institution and stakeholders.

One partner—from initial interest to successful integration

With experience that spans more than 100 financial service merger and acquisition projects, we are the one partner prepared to serve as both a strategic partner and a tactical implementer—and at all stages of the transaction lifecycle:

Readiness planning: You may be ready to buy or sell, but are you ready to integrate? We help you identify and address potential obstacles that could prevent you from maximizing deal terms.

Due diligence: No business operation has a more complex combination of customers, employees, regulators, products, and technology than a financial institution. We harness experience with hundreds of pre-close due diligence projects to analyze the many interdependent complexities and identify both potential deal killers and potential business opportunities.

Conversion planning: Achieving deal value requires both speed and quality. But having plans that pass examination is just as important. We have relevant experience with all exam processes.

Execution and stabilization: We understand how to establish a robust and agile governance structure that increases your chances of efficient, timely integration.

Synergy capture: We don’t stop at conversion. Rather, we make sure you have the right initiatives in place to optimize your new operating models.

How can we help accelerate your path to a successful transaction—and sustained value?

Payments

Payments impact the way consumers interact with businesses – they are a means of attracting, retaining, and cultivating relationships with customers, as well as vehicles for driving sales. For merchants, financial institutions, payments processors and platform providers alike, payment products and systems are vital to a company’s growth and success. 

Today’s payments environment is evolving rapidly – businesses must adapt to evolving regulatory requirements, compete with new market entrants, and innovate to engage and retain customers. With myriad external and internal pressures, it is important to stay ahead of the curve and understand the opportunities and risks your organization may encounter in the payments space. 

West Monroe Partners’ blend of industry and technology expertise will help you navigate the payments landscape.

We will provide key insights as you plan, build, assess, and improve your company’s payments initiatives. Applying our decades of management experience in the industry, along with deep technology expertise, we will guide each step, from strategy formation to ongoing program management, to ensure your payments products, partners and technologies are helping you achieve your revenue goals.

We have the ability to offer expertise and solutions in areas across the payments spectrum, including:

  • Partnerships
  • Customer experience
  • Digital / mobile
  • Cybersecurity
  • Operations
  • Contact center
  • And more

Many companies are unaware of the untapped opportunities that can be achieved through payments solutions.

We help merchants, not-for-profits, financial institutions, and other payments providers to unlock these benefits through optimized systems and planning, and successful, collaborative partnerships that create long-lasting value for all parties.

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