CLIENT
Banca Mediolanum
YEAR

2018

SERVICE
  • Experience Design
  • Digital Transformation
TAG
  • Digital Collaboration
  • Digital Experience Platform
  • Digital Transformation
  • Experience Design
  • SEO
  • Storytelling
  • User Experience Design
  • UX Design

An all-in-one platform to manage customer relationship

With a network of more than 5,000 consultants including Private Bankers, Family Bankers and Wealth Advisor active in Italy, Banca Mediolanum has always placed the enhancement of customer relationship at the center of its business model, also thanks to the development of new digital tools that can satisfy information needs and make operational processes more efficient.

With a view to strengthening the visibility of consultants and encouraging the updating and financial education of Banca Mediolanum customers, Softec was activated to develop a platform capable of enabling and simplifying customer relationship processes, improving the quality of consultants’ work and supporting their commercial action at best.

Design Process: scenario analysis

Through the study of personas and scenarios, developed after a series of analysis and interviews to Banca Mediolanum management and a panel of consultants, a number of Insights and Needs were highlighted, guiding the subsequent project activities.

  • Need to make the figure of consultant more “human and close”, enhancing the most personal aspects (Bio, CV and passions)
  • Need for Content Marketing tools to cultivate the relationship with customers, providing product information and relevant financial content
  • Request for centralised support for commercial action and Brand Safety

An All-in-One platform

A Digital Experience Platform (DXP) based on Java and open source technology, which includes an Enterprise Content Management System (ECMS) and a Document Management System (DMS).

PROVIDES ONLINE VISIBILITY TO CONSULTANTS

The «SEO Friendly» platform allows to give visibility both to the network and to the single consultant, through geo-localisation.

ENHANCES THE CONSULTANT’S PROFILE

The Consultant presents his professional resume, a video presentation, his own interests.

ALLOWS THE CONSULTANT TO CULTIVATE CUSTOMER RELATIONSHIP

The Consultant can publish financial news and recommended contents by choosing from a rich editorial archive, in order to update customers on the latest trends and financial solutions of the bank.

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