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-genclientintegrationservicesAkeytoincreasingcorporatecashmanagementclientsatisfactionandgrowthInbrief•Today,corporatecashmanagementclientsdemandthesamelevelofdigital,flexible,andreal-timepaymentsservicesasdoretailclients.Bankscanleadwithworld-classclientintegrationservicesthatcanplayakeyroleinmeetingheightenedproductandserviceexpectationsofcorporateclients.•Adiscussionofcomprehensiveandeffectiveclientintegrationservicesisaccompaniedbyalistofstrategicrequirements.•Aroadmapfortransformingclientintegrationservicesisproposed,includingsixpriorityareasandpossibleactionsteps.CapturingthecorporatecashmanagementopportunityCorporatepaymentsnowrepresentabiggerbusinessopportunitythandoestheretailpaymentsarena.AccordingtoCapgemini’sWorldPaymentsReport2023research,commercialpaymentsnowmakeupnearly56%oftotalpaymentsindustryvalue,whiletheretailpaymentssectoraccountsforonly44%.Globally,morethanoneintwopaymentexecutivesagreedthatcommercialpaymentsofferbetterprofitpotentialthanretailpayments.Inresponse,banksandprovidersneedtoshifttheirviewofcorporatecashmanagementclientrelationshipsfromaproductlenstoamoremeaningfulrelationshiplens.Today,truecustomercentricityisasimportantonthecommercialsideofthepaymentsbusinessasitisontheretailside.Imperativesinclude:•Developcustomerintimacywithcorporateclientswithtailoredproductsandservices•Streamlineandsmoothentheclientonboardingjourneyandensureconsistencyinallclientinteractions,acrossfinance/treasuryroles,thatfollowButwiththebiggeropportunitycomebiggerchallengesforbanksandothertraditionalpaymentservicesproviders.Corporatetreasurershavenewandincreasingexpectationsbecauseofthedigitalizationoffinancialservicesaswellastheirownbusinesspressures:enterpriseclientsrealizetheymustelevatetheirfinance/treasurycapabilitiestohelpbuildresilienceandnavigatevolatility.Andwhenitcomestoavailingcashmanagementandothertreasurymanagementsolutions,theywantwhattheycangetintheirpersonalfinanciallivestobetrueintheirbusinessrelationships,too–includingreal-timeaccesstoaccountinformation,bundledaccountviews,transactionspeedandflexibility,personalizedoffersandspecialservices–andsothedemandsandexpectationsfromtheirpaymentprovidershavebeenontheriseandareavisibleandpersistentgap.•Enablemorecontrolbyincreasingself-servicecapabilities•Simplifybank-to-enterpriseconnectivity•Betteraddresscorporateclients’needsincludingmakingreal-timemoneymovementandcashreportingareality,acrossdimensionssuchasAR/AP,markets,currenciesandbusinessmodelsClientintegrationisanintegralpartofrealizingallofthesepriorities.2What’smeantbyclientintegrationservices?Simplyput,clientintegrationservicesforcorporatecashefficiency,reducedmanualintervention,andimprovedmanagementrefertospecializedservicesandsolutionsthatstreamlineallinteractionsbetweencorporateclientsandtheirbanksorpaymentsproviders:deliveredcorrectly,theyhelpensurefrictionlessdeliveryofallbankingtransactionsandservices,andsignificantlyelevateeverycorporateclient’sexperienceandvalue.Theyenableseamlessintegrationofacompany’sfinanceprocessesandsystemswiththebank’sinfrastructure,facilitatingefficienttransactionprocessing,real-timecashflowmonitoring,andautomatedfinancialreporting;benefitsincludeenhancedoperationalaccuracyincashmanagementtasks.Byleveragingtheseservices,businessescanachievebetterliquiditymanagement,compliance,andstrategicfinancialplanning,ultimatelyoptimizingtheiroverallfinancialoperations.Ontheflipside,superiordeliveryofthesecapabilities,integratedeffectivelyintooverallclientexperienceandservicedelivery,canbeacompetitivedifferentiatorforbanksorpaymentsprovidersinservingtheircorporatecashmanagementclients.Deliveringnext-genclientintegrationservices:what’srequired?Whenapproachingclientintegrationservicestransformation,businessleadersshouldkeepinmindthefollowingprinciples–which,notsurprisingly,allcenteronclientneeds,expectations,andexperience:312Deliverseamlessclientexperience,fromonboardingthroughintegrationandduringbusinessasusual.Tailorperclientsizeandscale.67Createconsistencyacrosstestprocedures,documentation,andsupport–leadingtoapredictableclientexperienceevenwhenscopingservicesarerequired.Allowclientcontroloftheintegrationprocess,throughacombinationofself-serviceoptionsandtailoredsupport,toensuretheirbusinessneedsarebeingmet.Providecontinuousintegration-relatedadvisoryservicesaschangesinintegrationmechanisms,channels,andpayment-servicepropositionsdevelopovertime.34Includespecifictestingservicesaspartoftheservicecataloguetoprovideflexibilityforindividualneeds.Maketheend-to-endintegrationjourneytransparentbysharingpredesignedtestandacceptancescenarios.Together,theseprinciplesshouldhelpsteerfocustowardanumberofstrategicprioritiesaimedatdeliveringthenextgenerationofclientintegrationservicesforcorporateclients,discussedbelow.Asamplingofpossibleactionsforeachofthesixpriorityareasisalsosummarized.5Ensureclientsupportisfullyresponsiveandasclosetorealtimeaspossible,leveragingrelevantandpreferredcommunicationtools.Figure1.Prioritiesfornext-genclientintegrationservicesBoostbrandingtoshowcasevalueaddtoourclientsClientexcellenceProvideagreatclientonboardingCommunicatethebenefitsoftheteaminternallyandexternallytodemonstratethevitalroleofteamsindrivingrevenuerealization.experiencethatisstructuredinatransparentway,encouragesself-serviceandprovidesproactiveglobaladvisorytoempowerclientstoachievetheirgoals.PartnerforsuccessHighlyskilledtalentwithstrongcapabilitiesFormalizeandstrengthenexternalpartnershipswithERPprovidersandtechnologyvendorstodeliverdigital-firstexperiencesforclients.Ensuringcolleagueshavetherightenablingcapabilitiesacrosstoolingandknowledgetobecometrustedadvisorstoclients.CollaborationiskeyBuildinnovativetoolstoenhancecapabilitiesBringtogetherkeyinternalstakeholdersandbuildfeedbackloopstodeliverthebestclient-centricsolutions.Deliverfuture-prooftoolsandtechnologythatenhancestheclientintegrationteam’sabilitytosupporttheircustomersinatransparentandgloballyconsistentmanner,withtheabilityforflexibility.4MovingclientintegrationtransformationforwardClientexcellenceProvideaclientonboardingexperiencethatisstructuredinatransparentway,encouragesself-servicewhendesired,andprovidesproactiveglobaladvisorytoempowerclientstoachievetheirgoals.Keyinitiativestoensureclientexcellenceobjectivesaremetmightincludethecreationofaclientintegrationservicecatalog,todocumentandraiseclientawarenessofvalue-addedservices;theregularFromtherealpublishingofupdatedintegrationguidesprovidingclearcommunicationsandstep-by-stepguidancetoclientsontheirintegrationjourney,alleviatingtheneedforlow-valueinteractionswithclientintegrationmanagers;andthealignmentofregionaloperatingmodelstoprovideconsistencyinclientsupportandbettercustomerservice.world:measuringclientsatisfactiontoimproveclientexcellenceAlargeglobalbanksecuresregularfeedbackrelatedtoitstreasurybusinessthroughanonlinesurvey.Thecompany’streasurycapabilitiesarealsobenchmarkedagainstindustrypeersandbest-in-classcompanies.Beyondliquidityandcashmanagementservicecapabilities,theseconfidentialresultsincludefeedbackonandinfluenceareasofgovernance,riskmanagementandtechnologyuse,therebydefiningcontinuoustransformationagenda/plan.1HighlyskilledtalentEnsurecolleagueshavetherightenablingcapabilitiesacrosstoolingandknowledgetobecometrustedclientadvisors.Priorityemphasisshouldbegiventotherefinementofrolesandresponsibilitiesacrosstheclientintegrationteamtoensuretherightcomplementofcurrentandfutureskillsets.Createandleverageglobaltrainingandknowledgesharingprogramstoup-skilltalentandimproveproblem-solvingbasedonlessonslearnedacrosstheorganizationandclientbase.Inaddition,applyappropriatefocusontherightcomplementoftoolsforadvisorsandvalue-addedservicesforclients.5Fromtherealworld:buildingoutseamlessERPintegrationoptionsAglobalfinancialservicesinstitutionworkswithindustrypartnerstodevelopinnovativesolutionsthatsimplifyandspeedERPintegration.Itscomprehensivecapabilitiesreducetheimplementationtimeframe,complexity,andcostsofERPintegrationbyleveragingexistingfunctionalitytoeliminatetheneedforcostlyspecializeddevelopment;adynamicsolution,thefinancialinstitution’sERPintegratorcansupportaglobalfootprint.Toberesponsivetovaryingcustomerneeds,thebanknowoffersaflexibleandefficientERPIntegratorforbothSAPandOracleERPCloud.2ExternalpartnershipsFormalizeandstrengthenexternalpartnershipswithERPprovidersandtechnologyvendorstodeliverdigital-firstclientexperiences.Activitymightbeginwithconductingbuild/buy/partnerassessmentsforkeyinitiatives,buildingaholistichigh-levelviewofrequirementsneededtosupportidentificationofsuitablepartners;theinitiationofspecificpartnershipdiscoveryexercisesincludinggoalsetting;andthedefinitionoftheexternalpartneronboardingprocesses.InnovativetechnologyandenhancedselfservicecapabilitiesValue-focusedbrandbuildingCommunicatethebenefitsofsuccessfulclientintegration,internallyandexternally,todemonstraterevenuerealization.Betterorchestratepaymentsproductsandservicestominimizefrictionforthecustomer,andenhanceabilitiestosupportclientsatscaleandinatransparent,globallyconsistentmanner–withroomforflexibilitywhenneeded.Contributingactionsmightincludethedefinitionofaninternalandexternalmarketingplantocommunicatetheexpertise,benefits,andvalueofclientintegrationtoimportantconstituenciesandstakeholders;thecreationofaclientintegrationplaybooktoarticulateservicesandvalue,andtohelpguaranteeconsistentdelivery;andthecraftingofcasestudiesandsuccessstoriesshowcasingvaluedeliveredandrevenueenhancementachieved.DevelopmentprioritiesshouldincludeAPInativeintegrationandaggregationtechnologythatenablesbankstooffertrueomnichannelexperiencestotheircorporateclients.BankscouldalsobringreadyadaptersforERP/TMS/bookkeepingsystemsandwrapthemwiththeirownbouquetofsolutionsandservices.Goodpracticehereincludestheconsiderationofanorchestrationlayerthatoffersadvanceddigitalexperienceandpreventscorporateclientsfromhavingtofacethecomplexityofbanks’legacysystems.Theintroductionofasandboxenvironmentalsoaddressesthecontinuouschallengecorporatetreasurersfaceinhavingtoadapttonewregulationsandindustrychangeswhilegivingthemmoreautonomyandcontrol.Fromtherealworld:anexternalpartnershipdrivesimprovedefficiencyInternalcollaborationAlargetraditionalpaymentsproviderusesapartnershipwithCashforcetodelivermoreefficientoperationsandbetterinformeddecision-makingforthecorporatetreasurerandteamatalargeconsumerproductscompanywithaself-drivingtreasurysolution.Thepaymentproviderreceivesforecastedcurrencypositionsfromtheclientcompany,generatedbyCashforceonarollingweeklybasis.Thepaymentsproviderthenauto-adjuststheclient’smonthlyFXhedge,therebyautomaticallypreservingdesiredhedgeratios.ProvidereFXsolutionsaredevelopingboththeAPIforthedataexchangeandthelogicneededfordeterminingandexecutingthenecessaryFX.3Bringtogetherkeyinternalstakeholders;buildfeedbackloopstodeliverthebestclient-centricsolutions.Establishwaysofworkingacrossfunctionsandteams,includingthedesignofanoperatingmodelthatincludesaformalfeedbacklooptoproductanddigitalteamsforconsiderationofnewand/orimprovedclientintegrationservicesandofferings.Thisassumesgreatervalueforclientswhooperateacrossmarketsandhaveglobal/regional/nationalfinance.6InconclusionTakeclientcentricitytothenextlevelDeliveringfullyeffective,enterprise-widecashmanagementsolutionstocorporateclientsisakeychallengeforbanksandtraditionalpaymentservicesproviders:asreportedinourWorldPaymentsReport2023,70%ofcorporatetreasurersagreedthatcurrentbankcashmanagementservicesareunderwhelming;asbutoneexample,70%citedpoorbank-to-corporateERP/TMSconnectivityasamajorbarriertoserviceexcellenceandtheirowneffortsattreasuryinnovation.Transformingclientintegrationservicesisthereforeanimperative–helpinglargepaymentsproviderstoremainrelevant,bettersatisfyclientexpectationsandneeds,andsucceed.Movingforward,bankpaymentsexecutivesshouldkeepthefollowingtopofmind:•Liketheprovidersthemselves,corporateclientsarecomplexorganizationsthatmustreacttoconstantlychangingmarketplaceandregulatoryenvironments.Asclientneedsevolve,paymentprovidersneedtoevolveofferingsandservicestohelpthemadapt.•Providersneeddoabetterjobofachievingtrueunderstandingoftheirclients–andnotjusttheneedsandpreferencesofthecorporatetreasurerstheydirectlyserve.Banksneedtodevelopmuchdeeperknowledgeoftheircorporateclients’industries,sections,andcompetitivemarkets,inordertoensureofferingsareasrelevantandasefficientlyintegratedaspossible.Clientintegrationservicestransformationtakescommitment.Withcarefulplanning,itcanbeaccomplishedefficientlyanddeliverROIalongtheway–butitdoesrequiresignificantinvestmentsintime,energy,humanresources,andtechnology.Thetimetobeginyournext-genclientintegrationjourneyisnow.•Asmadeclearthroughoutthisarticle,clientintegrationismuchmorethanonboarding:itneedstobeconsideredasacriticalcomponentofoverallcustomerexperienceandnotjustasaone-offevent.Clientintegrationservicesneedtobede