Optimal customer consulting thanks to digital support

At Julius Baer, the leading Swiss private bank, always places the customer at the center of their activities.Through continuous innovation, the bank is able to provide its customers with a new, digital consulting experience: The client’s risk profile can now be generated using an intuitive tablet-PC solution. With the help of this digital application, which was developed by Zühlke, the bank’s advisors can now define the risk profile together with the customer and present the investment strategy immediately on a tablet PC.

Turning customer profiling into an experience

Diverse customer needs, new and innovative products, and ever increasing regulation pose a major challenge to the traditional consultation process in private banking. Julius Baer turned this development into an opportunity by combining tradition and fresh ideas. With the new solution, customers experience an innovative advisory process; the consultants can directly discuss the tailor-made investment strategy with the client on a tablet PC.

Zühlke supported Julius Baer as project development partner and, with the new tablet application, paved the way for a positive customer experience, better data quality, and more efficient processes.

"The daily contact with Zühlke, their competent usability team, and professionally organized project management on both sides enabled us to provide costumer consultants with an efficient and user-friendly solution in just 5 months."

Senior Project Manager at Bank Julius Bär

Tradition meets innovation

Julius Baer & Co. AG was founded in 1890 and is the largest company in the leading Swiss private banking group Julius Baer. At mid-2016, the bank was supervising client assets totaling CHF 311 billion and employing over 5800 staff worldwide, including over 1200 client advisors.

Objective and competent customer service is the cornerstone of the long-established company. Zühlke enhanced these traditional values with an agile approach and customized solutions.

Focus on usability

By switching from paper to a digital solution, Julius Baer placed the client and the customer experience right at the center of the consulting process.

With the Agile Delivery Method developed by Zühlke, future users become part of the development process from the very beginning. By switching from paper to a digital solution, Julius Baer placed the client and the customer experience at the very center of the consulting process. In light of these findings, usability and design experts developed different prototypes that were rigorously tested for usability. The frequent exchanges between Julius Baer and Zühlke, coupled with agile development processes ensured that all the requirements were identified and correctly prioritized with respect to an optimal customer experience.

"Thanks to the visualization of the risk profile, the appropriate investment strategy can be presented to the customer directly during the meeting."

Heinz Rudin, Director Business Development Manager at Zühlke

Customer benefits at a glance

  • Individual tool: Zühlke supplied a customized, configurable solution that supported the traditional consultation process visually.
  • Quick time to market: The close cooperation between Julius Baer and Zühlke made implementation of the new solution possible in only 5 months.
  • Improving the customer experience: The user-experience driven agile development process ensured high usability and state-of-the-art design.
  • Overview and time savings: The new solution enabled the simulation of different scenarios at the same time, resulting in an optimal investment strategy for the client.

Your contact person for all banking-related matters

Photo: Mr Philipp Harrschar

Philipp Harrschar

Partner and Director Business Development
Insurance & Banking