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Published On: Thu, Oct 8th, 2015

How Intacapital Swiss Builds Sustainable Customer Relationships

In an era that consumerization forces finance companies to transform their business in order to keep their customers happy, Customer Relationship Management (CRM) does all the job by powering up customer-centric business models. Especially, in the banking & financial services sector that has undergone tremendous changes with the launch of new technologies and rapid changes in customer expectations, finance companies take the extra mile to connect with their customers in the most prominent way.

Intacapital Swiss (ICS) outperforms its competitors by possessing the know-how to provide high quality services to its customers. Dan Terry, Senior Financier and Jason Mitchell, Head of New Business have created a boutique finance company in the heart of Geneva that specializes in a wide range of client-specific financial services. ICS offers assistance to companies seeking to raise additional capital through equity or debt financing and delivers expert customer advice with a focus on financial efficiency.

Expanding The Client Base

As new customer needs arise, different challenges and opportunities are addressed. Operating in a highly competitive industry, ICS strives to capitalize on new business opportunities, while sustaining a high level of business agility and effective, real-time decision-making. The company sustains successful relationships with its existing clients, but it also seeks to develop new relationships and expand internationally. This is achieved either through ICS’s global network of financial professionals, or by polishing its areas of expertise to source new clients. To that end, CRM’s single view of the customer provides ICS with the insights and recommended action to effectively respond to customer requirements.

photo/Revisorweb

photo/Revisorweb

Proper Cross-Selling and Upselling Leads To Improved Results

To be able to offer personalized and consistent customer satisfaction across its product lines, ICS leverages analytics-driven customer insights and identifies cross-selling opportunities. Cross-selling (the sale of related and complimentary products and services) is frequently implemented in the banking industry, especially as growth in internet and mobile technologies is transforming the economy. It is estimated that 45% of the global population is using the Internet, whereas Amazon has reported that cross-selling accounts for nearly 35% of annual sales. Therefore, it is easy to understand why finance companies aspire for it. Whether it is an online retailer like Amazon or a brick-and-mortar finance company like ICS, the key for effective cross-selling is to keep the customer’s needs and wants in mind.

As client relationship become stronger and important, the need arises to take the extra mile in regards to core offerings. For instance, if ICS offers a client a debt restructuring solution, it may go the extra mile and offer legal advice to effectively manage the client’s relationship with its lenders. In doing so, not only it engages the customer as clients remember the times a company comes through for them, but it potentially opens a new revenue stream through the complementary offering.

The Power of Right Partnerships

ICS employs a team of highly-skilled financial experts, who place customers at the center of business philosophy. This customer-centric approach allows a better understanding of clients’ needs and, not only it maximizes customer experience, but it also optimizes product portfolio profitability. In addition, the network of ICS brokers accounts for a large percentage of the company’s success. It is estimated that finance professionals and existing clients make up for the 92% of the ICS’ new business volume on an annual basis, whereas 8% is derived from direct new client liaison.

Moving Forward

ICS penetrates customer awareness primarily by listening to customers’ requests and then, by strategically adjusting its practices to provide viable solutions that meet those requests. To that end, the company works closely with some of the world’s largest financial institutions, but it also strives to keep its internal customers happy, so that the needs of its external customers are properly managed. Additionally, the use of highly-sophisticated technology allows ICS to automatically handle high-volume data processes and deliver accurate and advanced finance solutions.

All in all, to succeed and thrive in a competitive industry, a company needs to be to the voice of customers. By presenting and implementing advanced financial solutions, ICS, not only stays ahead of its competitors, but it also delivers better services to its clients, thus improving customer satisfaction and maintaining strong relationships.

Guest Author: Lolita Di

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