When it comes to lead management, many businesses are confronted with using multiple systems across different regions and not having a structured lead management process.
Together with our partner Credit Suisse, we created a new target operating model which aimed at improving their lead management activities within their Wealth Management division. We first analysed our client’s current lead management processes and interviewed different stakeholders to identify pain points and levers for improvement.
In the next phase, we created new user journeys and derived requirements from these. By defining lead management KPI’s and designing a new KPI dashboard, we ensured a successful tracking of the new lead management activities. We enabled better information gathering and use, more efficient prospect conversion across all locations and gave relationship managers the right tools to make lead handling more efficient.