Do you enjoy being autonomous? So do your clients, especially when it comes to simple questions and quick solutions. Self-service is essential, particularly during periods of high demand.
Today, an online client portal is no longer a luxury—it’s an expectation. Most clients now seek self-service options like knowledge bases, community forums, and simplified processes.
The banking and insurance sector was among the first to adopt such solutions, but challenges remain, especially in improving service for corporate clients and strengthening relationships with them.
For several years, Clémence Consulting has been helping large financial enterprises enhance their client experience through project management, functional analysis, and the creation of client portals.
What is a Client Portal?
Accessible via a website or mobile app, the client portal centralizes self-service options. It allows clients to manage requests, access information, engage with the community (FAQs), and perform actions such as updating their address or transferring funds.
The Distinct Features of a Corporate Banking Portal
A corporate banking portal stands out due to its advanced management functionalities, enhanced security, integration capabilities, and financial analysis tools—tailored to meet the specific needs of businesses.
For a major bank, the key differentiator is the portal’s ability to shield various user groups from the complexity of legacy systems.
What Challenges Have We Faced?
We identified three main challenges:
BUSINESS RISK IN CLIENT RETENTION:
- SMEs (40% of users) are increasingly turning to pure players like Qonto or Revolut
DIVERSE EXPECTATIONS:
- Large enterprises use advanced IT systems and automated workflows
- SMEs prioritize agility and responsiveness. They connect frequently and expect easy, fast services
DIVERSE INTERNAL TEAMS:
Within the bank, different teams cater to different types of corporate clients:
- Teams in charge of large companies and their “Corporate” needs
- DTeams that take care of SMEs with needs close to “Retail”
How Did We Address These Challenges?
We supported our clients on two fronts: innovation and the quality of service associated with the client portal.
Innovation
- Designing a simple, intuitive UX for all types of businesses despite the complexity of legacy systems
- Providing relevant FAQs
- Leveraging AI and advanced chatbots
Quality of Service
- Optimizing the routing of client requests to the right teams based on client type, channel, and request
- Centralizing client complaint information to:
- Enable near real-time tracking by all teams
- Enhance AI learning through the most complete set of data
Are You Interested in Portals for Corporate Clients?
Véronique Bui Quan – 06 09 03 73 28 – vbuiquan@clcg.fr