Privatbank Von Graffenried AG modernizes its client-management

Bern-based Privatbank Von Graffenried AG is investing in a modern client-management tool and the automation of internal processes. ELCA was awarded the contract thanks to its expertise in customer relationship management (CRM), particularly in the banking sector, and installed a state-of-the-art CRM solution for a fixed price in just nine months.

In 2014, Privatbank Von Graffenried AG – Bern’s only family-owned private bank – planned to replace its existing contact database with a central CRM system. The aim was to ensure and optimize access to data, as well as the quality of the data itself, and to simplify and automate workflows for client advisers and the processes between the bank’s front and back offices. The focus was on the following requirements:

  • Introducing a comprehensive, digital CRM system.
  • Meeting all regulatory requirements in terms of client onboarding.
  • Replacing certain manual jobs with automated processes.
  • Increasing productivity and data quality.
  • Supporting the bank’s marketing campaigns.
  • Integrating the CRM system into the existing core banking system.

Following a careful selection process, the private bank chose ELCA as its IT partner. The consultancy and services company Soranus AG provided additional support throughout the project.

ELCA based the technical solution for this project on the proven standard solution, Microsoft Dynamics CRM. For the needs analysis, implementation and integration of CRM solutions, ELCA used its banking-specific framework and process, ELCA CRM Framework for Financial Institutions. This not only made it possible to introduce a new technical solution for the client-management tool, including the automation of all processes involved, in the space of just nine months, but also to link the solution to the core banking system and to migrate the data from the existing contact database to the new CRM.


The new solution supports client advisers at Privatbank Von Graffenried AG in their daily tasks, for example when opening or making changes to accounts, for prospect management and when applying changes to a client’s status. The CRM system introduced by ELCA also makes it possible to coordinate and manage marketing campaigns. With complete documentation of all client interaction (for example minutes from discussions), the private bank is able to meet the increasing number of client requirements and regulations.


Following the start of the project at the beginning of February 2015, the CRM system has been in everyday use since November 2, 2015. The AgileIT methodology formed the basis for this project, ensuring both stability and flexibility in terms of client requirements, changes and optimizations. These are all prerequisites for a high level of client satisfaction and for completing a project that successfully meets all expectations.