Banking Solutions: Managing Customer Data to Improve Efficiency

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IBM banking front office solutions help banks solve their enterprise customer management issues; manage data effectively to create a single view of the customer and leverage opportunities of up-sell …

IBM banking front office solutions help banks solve their enterprise customer management issues; manage data effectively to create a single view of the customer and leverage opportunities of up-sell and cross-sell.

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  • 1. Boxley Llewellyn – Director of Banking Industry Growth Initiatives August 2010 Banking: Front Office © 2010 IBM Corporation
  • 2. Building a smarter planet The Emerging Economies are leading the global economic recovery with banks well positioned for growth due to effective risk management 2 © 2010 IBM Corporation
  • 3. Building a smarter planet CEOs identified getting closer to the customer as the top priority in the New Economic Environment 3 © 2010 IBM Corporation
  • 4. Building a smarter planet Clients believe banks offer products and services that are not aligned with the clients’ best interests 4 © 2010 IBM Corporation
  • 5. Building a smarter planet Banks have overlooked their customers’ values and behaviors 5 © 2010 IBM Corporation
  • 6. Building a smarter planet Customer value drivers are fragmenting – demographics, value systems Mass customization becomes essential 6 © 2010 IBM Corporation
  • 7. Building a smarter planet Banks investments in new initiatives drive customer satisfaction while improving bottom line results  JPMorgan Chase reported an increased of 75% in 12 months to deposits collected via envelope-less ATMs  Online focused initiatives are increasing  Use of connected video kiosks targeted to reduce branch footprint while providing a superior customer experience  Mobile technology-led pilots leveraging apps, location based capabilities are common; the primary driver is to drive value beyond core banking products  Process-led innovation to deliver cost effective differentiated service 7 © 2010 IBM Corporation
  • 8. Building a smarter planet Regaining TRUST one step at a time Transparency Value for Clients (Price, Return, Innovation) Differentiated Service Intelligent Interactions 8 © 2010 IBM Corporation
  • 9. Building a smarter planet Customer Experience – Making it Happen Brand/Marketing Products and Services Branch Staff Self-Service Internet Bank Telephone Bank  People: Reporting Tools, Customer focused training, Staffing/Incentives  Processes: Customer Facing, Back Office, Digitalization  Customer Data: Single view of the customer, Real Time Analytics  Technologies: SOA, Cloud, Open Source, Mobile 9 © 2010 IBM Corporation
  • 10. Building a smarter planet IBM Banking Industry Framework for Customer Care and Insight  Customer Data Integration  Common Data Warehousing and Models  Enable Information as a Service (SOA Foundation and Infrastructure) Customer  Customer Analytics Insight  Business Insight Customer Optimization  Search & Discovery Analytics Information  Threat & Fraud Intelligence Optimization Multi-Channel  Common Channel IT Architecture Transformation  Channel Renovation (including Internet, Mobile, Teller and Branch, Contact Center, ATM and Kiosk) Integration  Cross Sell / Up Sell Optimization Sales Customer  Lending Optimization Customer Analytics Process Care and Care and  Dynamic Product Bundling Collaboration Optimization Insight Insight  Customer Onboarding (aka Account Opening) Security Resiliency  Case Management  Contact Center Optimization Service  Disputes Process  Event-Based Decisioning Compliance Optimization Process Optimization Marketing  Customer Segmentation and Profitability Process  Campaign Management Optimization  Marketing Communication  Customer Preferences  Know Your Customer 10 © 2010 IBM Corporation
  • 11. Building a smarter planet IBM Banking Industry framework Software, extensions and accelerators will act as key differentiators The framework gives you speed, flexibility and choice in deploying solutions while reducing cost and risk! Key Benefits: Core Banking Transformation  Faster deployment  Lower Risk  Support for adoption of Common Business Customer Integration Optimization Payments open & industry standards Language Services Accelerator Care and Insight Analytics Collaboration and Securities  Offer choice of business Security Resiliency applications from IBM & its partners Integrated Risk  Simplified enterprise Management architecture 11 © 2010 IBM Corporation
  • 12. Building a smarter planet Customer Care and Insight Extensions and Accelerators IBM Middleware  Information  Common Business Information FrameWork (IFW) Language Management & Banking Data  Services Accelerator Warehouse (BDW) WebSphere Business Process and Data  COGNOS Banking Performance & Application Models Integration Blueprints  Rational Software Architect with IFW  Customer Lotus Collaboration Identification & Communications  Banking Data Solution Integration Rational Development Accelerators  WebSphere & Management  Account Opening  Multichannel Bank Transformation Tivoli Security  Scenario Toolkit & Governance 12 © 2010 IBM Corporation
  • 13. Building a smarter planet Building Capabilities for Smarter Banking: Front Office Transformation Develop products & grow Leverage historical and A personalized & Unique value realized new markets with a single real-time interaction data to predictive multi-channel view of the customer enhance customer strategy to attract & retain centricity customers Optimize Analyze 3 Outcomes Manage 2 Patterns 1 Data Customer experience Cross-sell and up-sell Organic growth Customer service Customer sat & loyalty Reduction operations costs Market share growth Profitable revenue growth Enabled by the IBM Banking Industry Framework Use of Smarter Planet capabilities 13 © 2010 IBM Corporation
  • 14. Building a smarter planet IBM Solution Centers help banks with technologies to provide a differentiated customer experience New York Montpellier Global Industry Solutions Lab Center of Competence Bank and Retail Walking Tour Remote access for other centers Front Office, Back Office and Infrastructure Smart Bank Optimization Environment Leverage IBM Research Core Systems and Infrastructure solutions Barcelona Dallas Banking Industry Solution Center: Global Solutions Center SW and NE IOTs Front Office & Account Open prototype Front Office and Infrastructure Solutions Infrastructure solutions Customer prototypes Customer architectural workshops Multiple Partner Solution Demos Sao Paulo and Beijing Innovations Center Front Office and Infrastructure briefings Singapore Front Office and Infrastructure focus Self Service, Digital Signage, Queuing 14 © 2010 IBM Corporation
  • 15. Building a smarter planet Future Front Office Channels leverage technology, preserve the effectiveness of “high touch” and deliver a superior customer experience  Superior customer service  Greeter/Concierge  Wireless teller assistants  Role-based enterprise-wide portals  Teller-assisted self-service terminals  Instant customer recognition across all customer touch points (RFID + Analytics)  Experts on Demand-video conferencing  Digital merchandising and Smart Security  Integrated with contact centers  Virtualized desktops and infrastructure 15 © 2010 IBM Corporation
  • 16. Building a smarter planet Creating a Customer Focused Enterprise  Information Management will be key to power and personalized differentiation  Enterprise wide processes needed to address customer satisfaction needs  Consistent delivery of service across all touch points becomes “normal”  A flexible open SOA driven infrastructure which supports enterprise customer driven objectives of service, innovation and speed 16 © 2010 IBM Corporation