Swiss banks and modern customer relationship management

PostFinance, the number one in Swiss payment transactions, decided in the spring of 2026 to adopt the BSI Customer Suite following a thorough evaluation. A fit-gap analysis had indicated that the BSI Customer Suite already meets nearly all defined requirements in its standard product. One key advantage is the solutions’ high level of configurability, enabling internal teams to independently configure and enhance applications and processes, thereby laying the groundwork for greater speed and flexibility.

PostFinance and BSI Software are bound by a partnership spanning nearly 25 years: The bank has worked with individual BSI Software solutions since the late 1990s. Today, approximately 2,500 PostFinance employees already rely on the Swiss software company’s central CRM system  – including retail and business customer advisory teams and seven contact centers supporting customers in three different languages. 

The bank’s goal is to ease the burden on customer service teams and enhance customer satisfaction. In addition, the solution’s intuitive presentation of complex customer structures is intended to reduce training efforts and help employees advise customers more quickly, more effectively, and based on a comprehensive overview.

About five years ago, the bank added a marketing automation solution: It orchestrates which products are offered to which customer at what point in time, qualifies leads, and delivers personalized content to the e-banking portal based on customer behavior and profile. An independent vendor screening led PostFinance to replace its existing marketing automation and CRM solutions with the BSI Customer Suite as a SaaS (Software-as-a-Service) platform. “PostFinance strives for maximum impact in its digital engagement. BSI CX supports our objective of engaging customers in a personalized manner, with the right content and at the right time,” says Vassilki Paidoussi, PO Customer Experience at PostFinance.

Migros Bank implemented the BSI Customer Suite in 2022 to elevate the quality of its advisory services and systematically align them more closely to the individual life circumstances and needs of its customers. At the center is the newly developed “customer-centric advisory compass,” designed to deliver structured, personalized, and holistic financial guidance. This digital solution helps advisers keep customer data up to date, consider and accommodate each customer’s goals and preferences and provide targeted and tailored financial solutions. At the same time, cross- and upselling opportunities are systematically highlighted to present tangible, relevant solutions to customers. 

The results speak for themselves: Within six months of implementing the new advisory approach, the Net Promoter Score — a key indicator of customer satisfaction and willingness to recommend — rose by 33 percent, making it clear that customers experience Migros Bank’s personal and holistic advisory approach as meaningfully more valuable. In addition, the bank was able to increase the number of additional leads generated from advisory meetings with customers by 35 percent, while cross- and upselling during the advisory process surged by an impressive 70 percent. Thomas Kofler, Program Manager at Migros Bank, explains: “As a responsible bank, Migros Bank is committed to helping people manage their finances in the best possible way and supporting them with suitable solutions at every stage of life. With a strong commitment to holistic financial advisory, Migros Bank not only contributes to the financial competence of its customers, but also to the overall quality of life in Switzerland.”

For René Konrad, Community Manager Banking at BSI Software, both success stories lead to one clear conclusion: “Swiss retail banks are proving what can be achieved with a unified CRM and CX platform. The results are compelling, and they are applicable to other markets.” 

What Migros Bank and PostFinance are implementing in Switzerland provides a ready-to-apply blueprint for retail banks in Germany and Austria. Customer retention, cross-selling pressure, and untapped digital channels are not challenges limited to Switzerland. BSI Software is a European software company with deep expertise in the specific needs of banks throughout the DACH region. These include industry-specific processes, seamless integration with core banking systems, and solutions designed to incorporate regulatory requirements from the very beginning.