Case · Fortis Bank

Client acceptance at Fortis Bank: a 65% shorter lead time.

The brokerage arm of Fortis Bank accepted and screened new clients by hand. James implemented a new CRM system that automates most of that work. This is how it went, and what your company gets out of it.

Business services 65% faster

The problem

Every new client started with retyping.

Taking on a new client at a bank means checking who you are letting in. Necessary, and required by law. The way it was done, though, leaned entirely on manual work.

  • The same client details were retyped in several places.
  • Screening ran in separate steps, each with a queue of its own.
  • A file spent more time waiting than being worked on.
  • Every manual step was a chance to slip up. And every slip meant going back in the queue.
  • The client waited it out, with no way to see why it was taking so long.

Nobody was doing their job badly. The process itself was the problem.

Organisation
Fortis Bank, brokerage arm
Question
Manual client acceptance and screening
Role
James Doeland: implementation of a new CRM system, from process design through to adoption
Result
65% shorter lead time

The approach

The process first, the system after that.

The order matters. Redesign the process first, then set the system up around it, then bring the team along. Picking the software first and fitting the work into it afterwards is what puts companies in trouble.

Step 1

Process redesigned

Which steps genuinely add something, which checks are required, and what can run in parallel instead of one after the other. Only once that was right did the technology come into play.

Step 2

Screening automated

The new CRM system was set up around that process. Details go in once, the screening steps largely run by themselves, and only the exceptions still land on someone's desk.

Step 3

Team brought along

A system only works once people work with it. The team was brought along on the floor, step by step, until the new way of working was simply the way of working.

We follow that same order today on every Bravio workspace: process first, then build, then roll out.

65% shorter lead time on client acceptance and screening

The result

On board faster, with less manual work and fewer slips.

  • Faster acceptance. New clients are in sooner. The checks still happen, they just largely happen automatically.
  • Less manual work. No more retyping. Staff assess where they used to enter.
  • Fewer slips. Details go in once, so a slip does not repeat itself through the whole process.

What this gives you

You are not a bank, and the pattern is still the same.

Manual client acceptance is something plenty of smaller companies deal with too. The same process runs on email, spreadsheets and retyping: a request comes in, someone writes a quote, someone else puts the client in the system, and somewhere along the way something is left sitting. The same recipe works at a smaller scale: intake, quotes and client acceptance in one flow.

Intake

A request comes in and lands correctly in your workspace straight away. Nobody retypes a thing.

Quote

The quote uses those same details and sits ready as a draft. You look it over, and only with your approval does anything go out.

Approval and follow-up

Once approved, everything is ready to start: file, tasks and follow-up. You see where every request stands.

Book an intro call → Start with the Blueprint

Read on

More proof, same line.

Case

ABN AMRO: the first ChatGPT pilot

How staff find out what AI does for them inside a walled-off setting, plus a process diagnosis of the KYC process.

Read the case →
Sector

Business services

What a workspace of your own means when your work consists of clients, quotes, files and follow-up.

View the sector page →