dwpbank believes that a consistent client focus in all areas is the key to success. Intensive dialogue with clients via a range of fora and channels represents a major cornerstone of this strategy. dwpbank’s aligns its objectives with those of its clients. At dwpbank, cooperation with clients is the foundation on which we build in order to make this culture a reality across all divisions.
Helping to shape business policy
The management teams of dwpbank’s clients have a direct line to our management. As the central customer body, the Advisory Board is made up of appointed decision-makers who provide the Board of Management with support in an advisory capacity. At an operational level, the Project Committee, the Wholesale Committee and specialist working groups assist in further developing our products and services.
Our ServiceLine provides our clients with assistance over the telephone. It is their first port of call if they have questions or need help resolving issues. As qualified first-level support, the ServiceLine not only answers clients’ software questions, but also supports their technical activities.
Individual customer service
Each client receives dedicated support from a designated service agent. dwpbank receives direct feedback from clients during regular, face-to-face service calls, and is able to devise solutions on the spot. Although digital networking facilitates extremely rapid communications, it is no substitute for personal contact.
Open to criticism
Every year, dwpbank asks its clients for their opinion. In a broad survey, they are given the opportunity to give dwpbank feedback or express criticism. The results of the survey are taken into consideration when structuring services and products.
Always up to speed
Clients can find out about the results of the client survey, the measures derived therefrom and upcoming events in the regular client periodical transact!on or at dwpbank’s website. dwpbank is transparent when it comes to its work and services, because openness fosters trust.
Keep in touch
Personal contact with clients is important to dwpbank even outside its day-to-day business. Thus dwpbank regularly organises events for and with clients – from regional get-togethers (“RegioTreff”) to executive conferences (“Vorständetagung”).
ServiceLine – available anytime
Rapid assistance in your daily operations
First- and second-level support are the interfaces for the exchange of information and problem resolution – always focused on the aim of ensuring that clients receive a proficient response as quickly as possible. Our ServiceLine employees of the first-level support help over the telephone if client employees are experiencing trouble with securities settlement processing; whereas the second-level support answers enquiries quickly and professionally by WPTicket.
Clients decide themselves how they want to communicate with dwpbank: by telephone or online.
WPWissenInfo – information online
The only way to organise the sheer volume of up-to-date technical information that is needed to process securities transactions today is in a bundled and electronic form. With the WPWissenInfo extranet, we have created a comprehensive information platform for dwpbank clients that is easy to use and available at all times.
External representation of interests
The financial sector and the securities business in particular, are facing a growing level of regulation. dwpbank represents the interests of its clients in committees and industry associations, on a national as well as European level. In order to safeguard those interests, it helps to shape the development of the securities business.