Success Story

New CRM system ensures efficient banking processes

A new CRM solution helped an international private bank to streamline its customer processes. Zuhlke took overall responsibility for the ambitious project and was able to roll the software out to 16 sites in 12 countries in record time.


The international banking business is heavily regulated. Legal and regulatory requirements mean that everyday operations and customer processes have to meet exacting standards. Financial services businesses have to comply both with international directives and with national legislation. To meet these requirements, a Swiss private bank tasked Zuhlke with the overall responsibility for developing and rolling out a new unified CRM solution.


Working closely with the business team, Zuhlke progressed the new bespoke CRM solution through to market readiness in record time. The software was able to be rolled out to the first site after just four months.


The solution was designed to be able to be configured for country-specific requirements, with the result that just eight months were required to roll it out to a further eleven countries. By providing intensive training, country-specific user documentation and on-site assistance, Zuhlke ensured that the roll-out was smoothly and that the new system achieved excellent user acceptance.

Zuhlke utilised an agile approach and adapted objectives, milestones and requirements to current needs and challenges on the fly. Zuhlke used the latest requirements engineering and software development techniques to optimise the CRM solution and user interface.

Implementation of the new solution also resulted in existing customer processes being either simplified, adapted to changing requirements or redeveloped from scratch. Working closely with offices in the various different countries, Zuhlke set up new processes and implemented any changes.

Customer benefits

  • The client had a single point of contact. Zuhlke took overall responsibility and delivered expertise and experience wherever it was required.
  • The new CRM solution was market-ready within a very short time-scale. The private bank was able to utilise the simplified processes after just four months.
  • Thanks to intensive on-site support, the roll-out was glitch-free and the new solution achieved rapid user acceptance.