Customer Investigation Process at Credit Suisse: Meeting the Rising Demands of Regulators

Abstract

Customer investigations in the banking industry are carried out in connection with prosecutions, the administration of estates or other legal actions. The Investigation & Inquiries department of Credit Suisse has to handle approximately 5,000 client investigations per year. To date, the investigation process has been very complex, time consuming and expensive: several redundant query processes are needed to achieve satisfactory results. In the past few years, new regulatory requirements have led to a massive increase in the number of investigations to be performed. This case study describes how these requirements can be met by redesigning the process and building a data-warehouse-based application that automates most of the process. These two measures have significantly improved the customer investigation process, resulting in considerable cost and time savings for Credit Suisse