The “Digital Roadmap for Business Banking” is a common understanding within ING Business Banking domain. It consists of the design and co-creation of the roadmap with Digital Business Banking, Segments, Client Services, Sales and Delivery tribes. The digital roadmap is the steering artifact within ING of the important digitizations that are on the agenda for business customers. Besides the coordination of the roadmap, we at Seven Beaufort are also glad to have contributed to some specific initiatives more in depth. Legal Entity Onboarding, the launch of the Sustainable Buildings Guide, the design phase of the Find Your Contact tool and helping to determine the future approach strategy for Business Banking customers via the design of a Future Operating Model, just to name a few.

• Satisfaction in projects comes by seeing the results of your time and effort invested. A clearer example than the ING Do More, Do basic campaign in the national press is hard to find. A challenging project by repackaging the current accounts offered to clients that became reality by working closely together with stakeholders across the whole bank.
• Earlier in 2023 the digital release flow of the rental guarantees went live. Now, we completed customer interviews to capture how tenants and landlords are experiencing the digital closing flow and what kind of experience they are looking for when opening such rental guarantee. Next do that, the legal restrictions were quite challenged to make the flow as smooth and easy for the tenants and landlords. Let us follow up the development on this digital opening flow in 2024 and improve the experience ING customers are facing.
• How can we encourage ING customers to create a saving habit? Well, ING Save Up will be one of the answers to this question. Seppe started with preparing the business requirements, and Aurélie has taken the topic towards a final service offering from proposing a commercial name to bringing the service to customers. In Q1 2024, ING Save Up will see the light of life!

In the CRM2.0 program with the objective of creating a new CRM solution (replacing Salesforce), we have been coordinating the process aspects of the service management core platform. This platform which builds on the current Digital Handling platform will be the cornerstone of the new CRM solution. Besides managing the release communication, user & access management and GRP onboarding, we at Seven Beaufort also co-created the approach for and initiated the CRM2.0 program risk assessment trajectory. Furthermore, we were delighted to contribute to the user research, ensuring that user needs are met and facilitated workshops on the division of roles and responsibilities. Finally, we managed end-to-end the design and delivery of platform improvement and foundational CRM features. With the first new CRM MVP scheduled for Q2 2024, this contribution will soon result in concrete outcomes. Exiting progress in a program that will not only improve the lives of users – both customers and employees – but only reduce technical complexity and generate significant cost savings.

In a pioneer project for the bank, we coordinated ING’s first Orchestrator API which will in time automate the creation of most certificates offered to clients. The first document onboarded, the Auditor’s bank certificate, which began as a full manual process requiring inordinate manpower to run in peak season led to the first steps for a completely digitalized end-to end flow. This will include a completely new interface for clients, but also already provides a new interface for our colleagues at Client Services. A big step in terms of digitization for ING and its clients.