Banking relationship managers are the face of a bank and the key point of contact for their clients; therefore, empowering them is key in maintaining customer loyalty and increasing share of wallet. Through the combined efforts of Synechron, Squirro and Standard Chartered, the teams came together to deliver a MVP that provided front-line sales with curated client insights extracted from internal and external unstructured data to unlock new opportunities.

In partnership with Standard Chartered’s SC Ventures, Corporate, Commercial and Institutional Banking (CCIB) Business, Digital Channels & Data Analytics (DCDA) and Technology & Innovation, the team wanted to create a new platform that would deliver relevant and contextual content for client-facing staff, including relationship managers (RMs), industry bankers, corporate finance and sales, to drive cross-location collaboration and uncover new revenue streams. The solution would enable the Frontline team to have focussed and targeted conversation with the clients to drive better engagement.

To bring what would be the Client Insights platform to life, the team had to leverage their deep experience utilising advanced analytics, NLP and Squirro - a cloud-based, on-premises platform that helps businesses gain insight into customers, partners, and market trends using artificial intelligence (AI) - to assist in uncovering enhanced client intelligence, bringing industry best practice and the latest in AI technologies across 4 markets: Singapore, UAE, UK, and France.

In six months, our cross-functional platform helped Relationship Managers (RM’s) and client-facing staff to generate the insights they need to unlock new opportunities whilst achieving a major milestone.

The solution was also one of the first CCIB applications to be deployed on AWS Cloud in Asia, a major milestone for Standard Chartered and our work together.

Client Insights has become the foundation for the new CCIB Client Analytics Portal, pioneered by Digital Channel and Data Analytics (DCDA), a one-stop-shop for RMs and Sales to access all insights and recommendations around their client’s universe.

The MVP is now being scaled to an enterprise-wide solution, which will help improve time-to-market, enhance the client experience, and accelerate the front-line’s journey towards the new ways of working by embracing digital capabilities. 
 

Check out our panel discussion with SC Ventures at the Singapore Fintech Festival on generating client insights leveraging AI. You can also check out our webinar with Standard Chartered, Squirro, and Refinitiv on how we turned Client Insights from an idea to a platform RMs love.