Customer Investigation Process at Credit Suisse: Meeting the Rising Demand

Customer investigations in the banking industry are carried out in connection with prosecutions, administration of estates or other legal actions. The Investigation & Inquiries department of Credit Suisse has to handle approximately 5000 customer investigations per year. So far, the investigation process was very complex time consuming and costly: to be on the safe-side, several redundant query-processes needed to be performed to achieve bulletproof results. In addition, new regulatory requirements led to a massive increase of investigations to be performed in the last few years. This case study describes how these requirements could be met by redesigning the process and building an investigation application that automates most parts of the process. These two measures significantly improved the customer investigation process, resulting in considerable cost and time savings for Credit Suisse. The case is structured using a theory based information quality framework proposed by Liu and Chi (2002).