Aligning with Customer and Market Needs Pays Off

For a global investment banking firm that participates in virtually all aspects of investment banking in principal, agency and advisory capacities, maintaining consistently high service levels for clients transacting in multiple asset classes had become a real challenge. To help understand its client’s needs and align the business accordingly, the firm turned to Sapient Global Markets.

Objectives

Providing equity and debt trading, capital markets services, investment banking and strategic merger and acquisition advisory services to issuer and investor clients, the firm wanted to better understand its customer segments and the services they require and value. Plus, it wanted to assess competitive offerings and identify ways in which the firm could improve customer service.

Solution

Collaborating with the firm’s Six Sigma team, we reviewed and investigated research that benchmarked operational capabilities across the prime brokerage and middle office services for investment banks. After conducting a thorough analysis, we recommended the firm implement an operational model for hedge fund and cross-functional client servicing and create a new organization dedicated to support and manage it.

Results

Based on our recommendations, our client launched and staffed a client service organization that is better aligned with sales management. They have also kicked off several new initiatives, including client on-boarding, client segmentation, derivatives operations and internal client reporting.