Remo Kuster
Head of Product Management Financial Products and Payment Transactions
St. Galler Kantonalbank AG
The self-service rate is very high, which gives us process savings and a good return on investment. 
As a universal bank with regional roots, St. Galler Kantonalbank has been advising and taking care of private and business customers and their finances for 150 years. At the head office and in 38 branches, more than 1,000 employees ensure that the comprehensive range meets the expectations of the customers every day. Great importance is attached to understanding customer needs, advising customers at eye level and introducing them to suitable solutions.
Challenge
As a modern bank, St. Galler Kantonalbank is investing in the expansion of its digital infrastructure in order to increasingly offer its customers the best online and mobile banking experiences. We strive to always offer our customers – as well as our employees – good solutions that are simple and inspiring. The bank wanted a solution for managing and processing the payment method that would, on the one hand, offer customers the convenience of digital self-services and on the other hand provide bank advisors with clear, structured and comprehensive support in the customer care process.
Solution
With CardOne and CardOne Self-Service, both bank customers and bank advisors benefit. The advisors are provided with comprehensive, rapid customer support, including a complete and good overview of all payment methods at St. Galler Kantonalbank. Thanks to the clear user interface, employees can handle customer processes and orders efficiently and error-free. The bundling of interfaces to various card issuers brings a high degree of flexibility and relieves the burden on the core banking system. Efficient and integrated processes lead to cost savings.
With the self-service functions, bank customers can make various settings for their payment method themselves, such as adjusting limits, blocking cards or reporting the loss of a card. In addition, they can order over 80 foreign currencies directly in the CardOne Self-Service tool, which increases flexibility.
Mr Kuster, please complete the following sentences:
With CardOne we have…
«... a tool that makes us happy both for internal use as well as external use, but above all also helps our customers.»
At all locations, our employees benefit from...
«… a tool with an intuitive user interface that makes their daily work much easier and supports them with processing customer orders easily, quickly and without errors.»
The Swisscom banking experts have...
«....helped us in all areas as a full-service partner and we are very satisfied with the product and the collaboration.»
This product is used by St.Galler Kantonalbank
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