Analyzing ASP Regional Bank: Customer Journey and Business Strategy

This case study analyzes ASP Regional Bank, a multinational company listed on the Hong Kong Stock Exchange, focusing on its business challenges and customer-centric strategies. The bank aims to enhance customer satisfaction and drive revenue growth through investments in technology and process improvements. Key issues include low customer satisfaction scores and inefficiencies in the customer onboarding process, which currently takes an average of 30 days. The analysis explores SMART objectives for revenue generation, customer relationship management, and marketing strategies. The case study also examines the impact on stakeholders, the need for strategic changes, and the implementation of a high-level roadmap to improve customer experience and streamline operations. Recommendations include enhancing employee empowerment, adopting new technologies, and optimizing resource utilization to achieve yearly targets and foster long-term growth.

BANKING

ASP REGIONAL BANK
About ASP Regional Bank
 ASP Bank is a multinational company listed in Hong Kong Stock
Exchange and its headquarter is in Hong Kong.
 Corporate Strategy and Vision of ASP Bank is provide better service to
the customers and effective banking operation system
 The main focus of the Bank is to foster revenue growth and to accomplish
increased investment in technology and improving customers journey.
Business Problems and Customer Pain Points
 The Business problem is that Customers Satisfaction is low and further
investments in the Customers On boarding Journey is required to
ensure customers satisfaction.
 Investment in technology and streamlining the process to remove
inefficiency is required for the benefits of the customers.
 Implementation of Customers Pain Points helps to understand the
problems of the customers and the resolution which must be adopted
by the bank is that effective service must be provided to the customers
to achieve the revenue growth at the end of the year.

 In case of the SMART objective, the company needs
to focus on the marketing goals.
 Bank needs to generate revenue of $100000 within 1
year of its incorporation.
 Customer relationship must be enhanced in order to
enhance the performance of the goals.
 The marketing mix of banking must be strong
enough to beat its competitors.
 The five years plan objective must be implemented
by the bank to further enhance its growth.
 Implementation of this strategy will further helps the
sponsors in making long term decision making
investments.
SMART MEASURES OF ASP BANK

CHANGES THAT NEED TO BE
ADOPTED BY ASP BANK
 The Banks objective is to achieve profit target of at least 20% in a particular year to attract or identify the
potential stakeholders.
 Adopting such measures will definitely increase the engagement and helps to identify the key
stakeholders.
 Conducting general meeting, achieve weekly and monthly production target of the bank will further help
to accomplish its target.
 Empowering and further motivating the employees of the bank will help the Bank to foster its growth.
 Adopting new strategies like implementation of technical machines will be cost effective and reduce time.
 The available resources of the bank must be effectively and fully utilized to accomplish Banks yearly
target.

ASP BANK IMPACT ON STAKEHOLDERS AND HIGH
LEVEL ROAD MAP
 The key stakeholders of the bank are shareholders, customers and
depositors, regulators and many more.
 The high level road map which must be implemented to deliver
the regional change is to accomplish the major goals associated,
high quality digitalized services to the customers from the current
year as a milestone.
 Empowering staff through continuous training enhance the
productivity of the bank.
 Improved banking service will automatically enhance the
customers interest and relationship.
Current Impact on Stakeholders
 Current policies of the stakeholders is not effective.
 Implementation of On boarding programme is nodded.
 There is no implication of high level road map in the
banking system
Future Impact on Stakeholders
 The On-boarding programme must be implemented to attract
the stakeholders to go beyond the digital On-Boarding, engage
with the recent new hires, lead with cultures and stories and
many more.
 The on boarding programme will definitely help the clients to
get better services as it involves the core banking services,
scheduling services, data gathering and financial planning.
 Improved Banking services will enhance stakeholders wealth in
the future.