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The atriga advisory board in conversation:
Three questions for Prof. Dr. Hans-Gert Penzel

An advisory board with specialists from science and practice supports atriga in further expanding its lead in the development of innovative solutions for digital and customer-centric demand management. Prof. Dr. Hans-Gert Penzel is one of these experts. He teaches and researches innovative financial services at the University of Regensburg. In addition, he holds several supervisory board and advisory board mandates in financial services and FDL consulting companies. From 2004 to 2010, Penzel was Director General and CIO of the European Central Bank, and from 2010 to 2019 he was Managing Partner of ibi research at the University of Regensburg.

Prof. Hans-Gert Penzel’s topics include the digitalisation of financial services such as robo-advice and digital services, direct sales and omnichannel management, digitalisation of retail, management of payment functions up to the digital euro, trade finance and logistics chain management.

 

Prof. Penzel, what impact do you think the Corona pandemic will have on the digitalisation of the finance and insurance industry in Germany in the short, medium and long term?

“Products and processes in financial services have long been (almost) fully digitalised. Cash, a few lonely piggy banks and the analogue signature are the few remaining elements. Many did not want to admit this. In the short term, Corona has proven that actually everything can be done digitally. In the medium term, however, we miss physical contacts, need them to build trust and simply to feel good. Omnichannel will be the answer: one or two days a week in the home office and 60 to 80 percent of customer meetings via video will probably become the new standard. I expect 25 percent less office space and 50 percent fewer bank branches in Germany in the next five to seven years. But the banks alone would still have more branches than there are petrol stations today! “

“In our economy, which is based on the division of labour, anyone who does not have any particular core competencies for a specific service is well advised to obtain it from a professional like atriga.”

Ausgabe 21 Newsletter 2021-06-21 Drei Fragen an Prof. Dr. Hans-Gert Penzel

atriga Advisory Board Prof. Dr. Hans-Gert Penzel teaches and researches at the University of Regensburg. From 2004 to 2010, Penzel was Director General and CIO of the European Central Bank, and from 2010 to 2019 he was Managing Director of ibi research at the University of Regensburg.

How will receivables management develop in the coming years in terms of technology and content?

“Technically, the processes will run digitally throughout, in relatively independently combinable modules with standardised, well-functioning interfaces. Employees will be able to concentrate on human roles, for example in video, telephone and chat communication. Organisationally, we will see fewer but larger claims managers, who will cover more functions and work more professionally.”

 

What are the advantages of working with atriga for companies in the financial and insurance sectors?

“Car manufacturers no longer breed cattle just because they need leather for the seats. They don’t even build the seats anymore, they buy them from specialists. It will be the same in claims management: In our economy, which is based on the division of labour, those who do not have any special core competences for a specific service are well advised to obtain it from a professional like atriga. Above all – if you choose the right professional – the relationships with the end customers will not be damaged, but quite the opposite, they will be put on a new, reasonable foundation.”

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