Corporate Finance
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The case study focuses on a registered investment advisor that faced the challenge of enhancing customer experiences while integrating digital self-service options for simple financial transactions. The firm recognized the need to balance technology's flexibility and autonomy with the essential human interactions that clients value. To address this dilemma, they sought the expertise of the EY Design Studio to transform their digital offerings. The EY Design Studio employed a human-centered, user-driven design process to create a new digital self-service investment platform. This involved analyzing existing customer experiences, understanding user pain points, and defining a vision for the digital transformation. A crucial step in this process was the migration of the firm’s customer relationship management (CRM) database to the Microsoft Dynamics 365 platform, which provided a centralized data repository essential for informed design decisions. The tailored solution resulted in a user-optimized digital experience that significantly improved customer engagement. The investment advisor reported a remarkable 400% increase in independent online customer actions and a reduction of 1,000 calls per day, indicating a shift towards more autonomous investing. This transformation not only enhanced the firm's operational efficiency but also positioned it as a digital leader in the asset management space, addressing the growing consumer demand for seamless and personalized financial . The firm plans to continue evolving its digital capabilities, including additional online investing features and an upgraded mobile application, to further enhance customer convenience and loyalty.
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