Capgemini-下一代客户端集成服务-提高企业现金管理客户满意度和增长的关键（英）-2024-8正式版

Next-genclientintegrationservices

Akeytoincreasingcorporatecashmanagementclient

satisfactionandgrowth

Inbrief

•Today,corporatecashmanagementclientsdemandthe

samelevelofdigital,flexible,andreal-timepayments

servicesasdoretailclients.Bankscanleadwithworld-

classclientintegrationservicesthatcanplayakeyrolein

meetingheightenedproductandserviceexpectationsof

corporateclients.

•Adiscussionofcomprehensiveandeffectiveclient

integrationservicesisaccompaniedbyalistof

strategicrequirements.

•Aroadmapfortransformingclientintegrationservices

isproposed,includingsixpriorityareasandpossible

actionsteps.

Capturingthecorporatecash

managementopportunity

Corporatepaymentsnowrepresentabiggerbusiness

opportunitythandoestheretailpaymentsarena.

AccordingtoCapgemini’sWorldPaymentsReport

2023research,commercialpaymentsnowmakeup

nearly56%oftotalpaymentsindustryvalue,whilethe

retailpaymentssectoraccountsforonly44%.Globally,

morethanoneintwopaymentexecutivesagreedthat

commercialpaymentsofferbetterprofitpotentialthan

retailpayments.

Inresponse,banksandprovidersneedtoshifttheir

viewofcorporatecashmanagementclientrelationships

fromaproductlenstoamoremeaningfulrelationship

lens.Today,truecustomercentricityisasimportanton

thecommercialsideofthepaymentsbusinessasitison

theretailside.Imperativesinclude:

•Developcustomerintimacywithcorporateclients

withtailoredproductsandservices

Butwiththebiggeropportunitycomebigger

challengesforbanksandothertraditionalpayment

servicesproviders.Corporatetreasurershave

newandincreasingexpectationsbecauseofthe

digitalizationoffinancialservicesaswellastheirown

businesspressures:enterpriseclientsrealizethey

mustelevatetheirfinance/treasurycapabilitiesto

helpbuildresilienceandnavigatevolatility.Andwhen

itcomestoavailingcashmanagementandother

treasurymanagementsolutions,theywantwhat

theycangetintheirpersonalfinanciallivestobetrue

intheirbusinessrelationships,too–includingreal-

timeaccesstoaccountinformation,bundledaccount

views,transactionspeedandflexibility,personalized

offersandspecialservices–andsothedemandsand

expectationsfromtheirpaymentprovidershavebeen

ontheriseandareavisibleandpersistentgap.

•Streamlineandsmoothentheclientonboarding

journeyandensureconsistencyinallclient

interactions,acrossfinance/treasuryroles,

thatfollow

•Enablemorecontrolbyincreasing

self-servicecapabilities

•Simplifybank-to-enterpriseconnectivity

•Betteraddresscorporateclients’needsincluding

makingreal-timemoneymovementandcash

reportingareality,acrossdimensionssuchasAR/AP,

markets,currenciesandbusinessmodels

Clientintegrationisanintegralpartofrealizingallof

thesepriorities.

2

What’smeantbyclient

integrationservices?

Simplyput,clientintegrationservicesforcorporatecash

managementrefertospecializedservicesandsolutions

thatstreamlineallinteractionsbetweencorporate

clientsandtheirbanksorpaymentsproviders:delivered

correctly,theyhelpensurefrictionlessdeliveryofall

bankingtransactionsandservices,andsignificantly

elevateeverycorporateclient’sexperienceandvalue.

Theyenableseamlessintegrationofacompany’sfinance

processesandsystemswiththebank’sinfrastructure,

facilitatingefficienttransactionprocessing,real-

timecashflowmonitoring,andautomatedfinancial

reporting;benefitsincludeenhancedoperational

efficiency,reducedmanualintervention,andimproved

accuracyincashmanagementtasks.

Byleveragingtheseservices,businessescanachieve

betterliquiditymanagement,compliance,and

strategicfinancialplanning,ultimatelyoptimizing

theiroverallfinancialoperations.Ontheflipside,

superiordeliveryofthesecapabilities,integrated

effectivelyintooverallclientexperienceandservice

delivery,canbeacompetitivedifferentiatorforbanks

orpaymentsprovidersinservingtheircorporatecash

managementclients.

Deliveringnext-gen

clientintegrationservices:

what’srequired?

Whenapproachingclientintegrationservicestransformation,businessleadersshouldkeepinmind

thefollowingprinciples–which,notsurprisingly,all

centeronclientneeds,expectations,andexperience:

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1

2

3

Deliverseamlessclientexperience,fromonboarding

throughintegrationandduringbusinessasusual.

Tailorperclientsizeandscale.

Allowclientcontroloftheintegrationprocess,

throughacombinationofself-serviceoptionsand

tailoredsupport,toensuretheirbusinessneedsare

beingmet.

Includespecifictestingservicesaspartoftheservice

cataloguetoprovideflexibilityforindividualneeds.

6

7

Createconsistencyacrosstestprocedures,

documentation,andsupport–leadingtoa

predictableclientexperienceevenwhenscoping

servicesarerequired.

Providecontinuousintegration-relatedadvisory

servicesaschangesinintegrationmechanisms,

channels,andpayment-servicepropositionsdevelop

overtime.

4

5

Maketheend-to-endintegrationjourney

transparentbysharingpredesignedtestand

acceptancescenarios.

Ensureclientsupportisfullyresponsiveandasclose

torealtimeaspossible,leveragingrelevantand

preferredcommunicationtools.

Together,theseprinciplesshouldhelpsteerfocustoward

anumberofstrategicprioritiesaimedatdelivering

thenextgenerationofclientintegrationservicesfor

corporateclients,discussedbelow.Asamplingof

possibleactionsforeachofthesixpriorityareasisalso

summarized.

Figure1.Prioritiesfornext-genclientintegrationservices

Boostbrandingtoshowcase

valueaddtoourclients

Communicatethebenefitsoftheteam

internallyandexternallytodemonstrate

thevitalroleofteamsindrivingrevenue

realization.

Clientexcellence

Provideagreatclientonboarding

experiencethatisstructuredina

transparentway,encouragesself-service

andprovidesproactiveglobaladvisoryto

empowerclientstoachievetheirgoals.

Partnerforsuccess

Formalizeandstrengthen

externalpartnershipswith

ERPprovidersandtechnology

vendorstodeliverdigital-first

experiencesforclients.

Highlyskilledtalentwithstrong

capabilities

Ensuringcolleagueshavethe

rightenablingcapabilities

acrosstoolingandknowledge

tobecometrustedadvisorsto

clients.

Collaborationiskey

Bringtogetherkeyinternalstakeholders

andbuildfeedbackloopstodeliverthe

bestclient-centricsolutions.

Buildinnovativetoolstoenhance

capabilities

Deliverfuture-prooftoolsandtechnology

thatenhancestheclientintegration

team’sabilitytosupporttheircustomers

inatransparentandgloballyconsistent

manner,withtheabilityforflexibility.

4

Movingclientintegration

transformationforward

Clientexcellence

Provideaclientonboardingexperiencethatis

structuredinatransparentway,encouragesself-

servicewhendesired,andprovidesproactiveglobal

advisorytoempowerclientstoachievetheirgoals.

Keyinitiativestoensureclientexcellenceobjectives

aremetmightincludethecreationofaclient

integrationservicecatalog,todocumentandraise

clientawarenessofvalue-addedservices;theregular

publishingofupdatedintegrationguidesprovidingclear

communicationsandstep-by-stepguidancetoclientson

theirintegrationjourney,alleviatingtheneedforlow-

valueinteractionswithclientintegrationmanagers;and

thealignmentofregionaloperatingmodelstoprovide

consistencyinclientsupportandbettercustomer

service.

Fromthereal

world:measuring

clientsatisfaction

toimproveclient

excellence

Highlyskilledtalent

Ensurecolleagueshavetherightenablingcapabilities

acrosstoolingandknowledgetobecometrusted

clientadvisors.

Priorityemphasisshouldbegiventotherefinementof

rolesandresponsibilitiesacrosstheclientintegration

teamtoensuretherightcomplementofcurrentand

futureskillsets.Createandleverageglobaltraining

andknowledgesharingprogramstoup-skilltalentand

improveproblem-solvingbasedonlessonslearned

acrosstheorganizationandclientbase.Inaddition,apply

appropriatefocusontherightcomplementoftoolsfor

advisorsandvalue-addedservicesforclients.

Alargeglobalbanksecuresregularfeedback

relatedtoitstreasurybusinessthroughanonline

survey.Thecompany’streasurycapabilitiesare

alsobenchmarkedagainstindustrypeersand

best-in-classcompanies.Beyondliquidityand

cashmanagementservicecapabilities,these

confidentialresultsincludefeedbackonand

influenceareasofgovernance,riskmanagement

andtechnologyuse,therebydefiningcontinuous

transformationagenda/plan.1

5

Fromtherealworld:building

outseamlessERP

integrationoptions

Aglobalfinancialservicesinstitutionworks

withindustrypartnerstodevelopinnovative

solutionsthatsimplifyandspeedERPintegration.

Itscomprehensivecapabilitiesreducethe

implementationtimeframe,complexity,and

costsofERPintegrationbyleveragingexisting

functionalitytoeliminatetheneedforcostly

specializeddevelopment;adynamicsolution,the

financialinstitution’sERPintegratorcansupport

aglobalfootprint.Toberesponsivetovarying

customerneeds,thebanknowoffersaflexibleand

efficientERPIntegratorforbothSAPandOracle

ERPCloud.2

Innovativetechnologyand

enhancedselfservicecapabilities

Externalpartnerships

Formalizeandstrengthenexternalpartnershipswith

ERPprovidersandtechnologyvendorstodeliver

digital-firstclientexperiences.

Activitymightbeginwithconductingbuild/buy/partner

assessmentsforkeyinitiatives,buildingaholistic

high-levelviewofrequirementsneededtosupport

identificationofsuitablepartners;theinitiationof

specificpartnershipdiscoveryexercisesincludinggoal

setting;andthedefinitionoftheexternalpartner

onboardingprocesses.

Value-focusedbrandbuilding

Betterorchestratepaymentsproductsand

servicestominimizefrictionforthecustomer,and

enhanceabilitiestosupportclientsatscaleandina

transparent,globallyconsistentmanner–withroom

forflexibilitywhenneeded.

DevelopmentprioritiesshouldincludeAPInative

integrationandaggregationtechnologythatenables

bankstooffertrueomnichannelexperiencesto

theircorporateclients.Bankscouldalsobringready

adaptersforERP/TMS/bookkeepingsystemsand

wrapthemwiththeirownbouquetofsolutionsand

services.Goodpracticehereincludestheconsideration

ofanorchestrationlayerthatoffersadvanceddigital

experienceandpreventscorporateclientsfromhaving

tofacethecomplexityofbanks’legacysystems.The

introductionofasandboxenvironmentalsoaddresses

thecontinuouschallengecorporatetreasurersfacein

havingtoadapttonewregulationsandindustrychanges

whilegivingthemmoreautonomyandcontrol.

Internalcollaboration

Bringtogetherkeyinternalstakeholders;build

feedbackloopstodeliverthebestclient-centric

solutions.

Establishwaysofworkingacrossfunctionsandteams,

includingthedesignofanoperatingmodelthatincludes

aformalfeedbacklooptoproductanddigitalteamsfor

considerationofnewand/orimprovedclientintegration

servicesandofferings.Thisassumesgreatervaluefor

clientswhooperateacrossmarketsandhaveglobal/

regional/nationalfinance.

Communicatethebenefitsofsuccessfulclient

integration,internallyandexternally,todemonstrate

revenuerealization.

Contributingactionsmightincludethedefinitionofan

internalandexternalmarketingplantocommunicate

theexpertise,benefits,andvalueofclientintegrationto

importantconstituenciesandstakeholders;thecreation

ofaclientintegrationplaybooktoarticulateservicesand

value,andtohelpguaranteeconsistentdelivery;andthe

craftingofcasestudiesandsuccessstoriesshowcasing

valuedeliveredandrevenueenhancementachieved.

Fromthereal

world:anexternal

partnershipdrives

improvedefficiency

Alargetraditionalpaymentsproviderusesa

partnershipwithCashforcetodelivermoreefficient

operationsandbetterinformeddecision-making

forthecorporatetreasurerandteamatalarge

consumerproductscompanywithaself-driving

treasurysolution.Thepaymentproviderreceives

forecastedcurrencypositionsfromtheclient

company,generatedbyCashforceonarolling

weeklybasis.Thepaymentsproviderthenauto-

adjuststheclient’smonthlyFXhedge,thereby

automaticallypreservingdesiredhedgeratios.

ProvidereFXsolutionsaredevelopingboththeAPI

forthedataexchangeandthelogicneededfor

determiningandexecutingthenecessaryFX.3

6

Inconclusion

Takeclientcentricitytothe

nextlevel

Deliveringfullyeffective,enterprise-widecash

managementsolutionstocorporateclientsisakey

challengeforbanksandtraditionalpaymentservices

providers:asreportedinourWorldPaymentsReport

2023,70%ofcorporatetreasurersagreedthatcurrent

bankcashmanagementservicesareunderwhelming;

asbutoneexample,70%citedpoorbank-to-corporate

ERP/TMSconnectivityasamajorbarriertoservice

excellenceandtheirowneffortsattreasuryinnovation.

Transformingclientintegrationservicesistherefore

animperative–helpinglargepaymentsprovidersto

remainrelevant,bettersatisfyclientexpectationsand

needs,andsucceed.

Movingforward,bankpaymentsexecutivesshould

keepthefollowingtopofmind:

•Liketheprovidersthemselves,corporateclientsare

complexorganizationsthatmustreacttoconstantly

changingmarketplaceandregulatoryenvironments.

Asclientneedsevolve,paymentprovidersneedto

evolveofferingsandservicestohelpthemadapt.

•Providersneeddoabetterjobofachievingtrue

understandingoftheirclients–andnotjustthe

needsandpreferencesofthecorporatetreasurers

theydirectlyserve.Banksneedtodevelopmuch

deeperknowledgeoftheircorporateclients’

industries,sections,andcompetitivemarkets,in

ordertoensureofferingsareasrelevantandas

efficientlyintegratedaspossible.

•Asmadeclearthroughoutthisarticle,client

integrationismuchmorethanonboarding:itneeds

tobeconsideredasacriticalcomponentofoverall

customerexperienceandnotjustasaone-offevent.

Clientintegrationservicesneedtobedeliveredwith

continuityandconsistency,whilealsobeingflexible

enoughtoreacttoandsupportthecontinuousflow

ofchangethatclientsface.

•Investinginpaymentsorchestrationandautomation

technologytoacceleratedigitization,streamline

clientinteraction,andminimizethefrictioncreated

byb