Sales & Service Integration – Customer Journey Mapping​

Following a merger, the Client’s acquirer sought to quickly monetize the Client’s retail brokerage capabilities and revenue potential in non-overlapping business segments. As part of this effort, the acquirer needed clarity on the Client’s customer service structure, especially regarding High Net Worth (HNW) banking clients, as they were hesitant to entrust their service to a mass customer service platform. To support this, RGP was commissioned to develop end-to-end customer journey maps for different customer segments and products, illustrating the strengths and capabilities of the Client’s existing customer service platform.​

RGP deployed a team of strategy consultants with retail brokerage experience to develop customer journey maps and define the key pillars of the Client’s customer service structure and philosophy. The team collected relevant customer service data, including existing journey maps, quality assurance frameworks, training materials, recorded calls, and call volume data. They also conducted interviews with Client stakeholders to explore specific customer service touchpoints in detail and highlight the nuances of the Client’s customer service ethos and approach.​

RGP helped the Client present its customer service model, resulting in the acquirer adopting it, creating synergies and revenue opportunities.​