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.