LGT Bank is a globally active bank headquartered in Liechtenstein. LGT has been catering to the financial needs and goals of its clients for more than 100 years and is now one of the leading international private banks for wealthy clients and families. 

Organising processes efficiently while reducing risks in client management is in the DNA of the financial services provider. We are happy to help. The international private bank has been working closely with Merkle since 2018. We are also assisting LGT with the implementation of Client Lifecycle Management (CLM). 

The goal is clear: an efficient and stable digital process throughout the client lifecycle. Simplified workflows for the front office and client relationship managers, as well as the back office. Globally scalable, user-friendly, and easy to use. 

From strategy to development and implementation – we help LGT achieve a global solution with technology, team spirit and the necessary flexibility. 

• Close partnership: We formed a team with LGT experts and took ownership and responsibility for development and implementation.

• Regular personal contact: At the beginning of the project, our experts spent two weeks out of each month on site with the customer. Over the course of the project, we have continuously optimised our collaboration and now work in a hybrid model (onshore and nearshoring).

• Agile development: We implement the solution in an agile manner and adapt all market specifics accordingly. The flexibility proved successful: after more than 120 sprints and over 20,000 implemented user stories, the project continues to deliver value.

• Success with Scrum and SAFe: Managing a global solution across different markets and time zones constantly brings unexpected new requirements. To respond to these in the best possible way, we initially started with the Scrum methodology. It gave LGT the freedom and flexibility it needed to implement the CLM solution. For two years now, we have been working successfully with the Scaled Agile Framework (SAFe) at a high level of maturity. SAFe enables us to manage complex requirements across multiple teams in a structured and efficient manner, thus ensuring the continuous development of our global solution. 

• Operational Support: LGT has significantly redesigned its incident management process to handle incidents efficiently, establish structured problem management, and implement comprehensive system monitoring. We provided operational support for this process and contributed to its successful implementation. The result: faster response times, clearer communication, and full transparency regarding the status and progress of all measures.

One global solution

The CLM solution, Appway/FNZ Studio, provides a global end-to-end platform for private banking, digitalising the traditional workflows in LGT’s banking business. The result is an improved client experience with standardised, global processes. 

To make the solution work for all markets worldwide, we needed a good mix of automation and expert, customised services. We also made sure that it was compliant with the various global regulations. All 25 customer workflows were mapped end-to-end—from client onboarding to client offboarding. They are standardised in the new Client Lifecycle Management (CLM) solution and meet the requirements of the respective local relationship management teams.

At the same time, user experience is at the centre of attention: the platform is easy to use and facilitates and accelerates daily processes. A huge advantage for employees and a simplified workspace for 2,500 users worldwide. 

One platform, one place – all functions, all countries

With the introduction of the new platform, we have created a place where the front office can handle customer processes efficiently. Various third-party services are connected to the system to provide a comprehensive overview in one place. 

Over 2,500 users from Hong Kong, Singapore, Austria, Liechtenstein, Japan, Thailand, Germany, the UK, Switzerland and Dubai, organised in 5 booking centres, now process 400,000 cases per year in the CLM system. 

Our milestones: 

• May 2019: Client opening process for private clients 

• March 2020: Client opening process for legal entities 

• May 2020: Client Care: Automated, periodic file review 

• May 2021: Client Care: Managing master data

• September 2023: Closing of Business Partner (BP) and introduction of Private Markets Subscription 

• May 2024: Incident management and production support, simplified file review process, intelligent document processing (documents are intelligently read and automatically processed for greater efficiency)

• September 2025: First AI use cases in production

Much more to follow...