Many approaches to processes, especially those of the Client Service Advisor, has remained the same, and with a higher client book, this has resulted in a greater workload and little time left to identify sales opportunities. Additionally, client centricity through client value adding tasks cannot be realised as long as most of the time is spent for administrational tasks. The objective was to find out, how to optimize the processes to enable the Client Service Advisor to focus more on the client needs instead of administrational tasks.

In order to generate added value for the client, a well-founded literature research and document study is carried out, followed by a survey of the current situation. With the knowledge of the research and the analysis of the actual situation, a possible to-be situation was determined. Various approaches have been examined and discussed with the management concluding of both, more and less promising solutions that are now being implemented within the remote advice centre.

The research resulted that delegating processes decreases workload, decreases cost because of lower wage costs, and increases quality of process execution with the help of dedicated teams. This added value increases the spare time for a Client Service Advisor to support their customers with high quality service. Additionally, more spare time enables to focus on sales opportunity which could be measured through new objectives in the Key Performance Index.