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.
Zuhlke 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.
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. Zuhlke enhanced these traditional values with an agile approach and customized solutions.
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 Zuhlke, 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 Zuhlke, coupled with agile development processes ensured that all the requirements were identified and correctly prioritized with respect to an optimal customer experience.