experience∆Banking: In Action
Software solutions to help banks realize their full potential
Customer Experience “Ease of use is key in choosing the Office System. Our people
are busy, and the software needs to be intuitive so that we
”Now that we have CitiVision in place, we can leverage it.
can focus on the message. We don’t have time to go for
We can concentrate on developing new content for our Banking, an industry known worldwide for predictable business practices and measured evolution, is facing
long courses or flip through manuals.
users. We‘re in the business of banking; we let Microsoft sweeping and unprecedented change. Customers demand personal service whenever and wherever they
—Rich Anderson, Managing Director,
build the highways. Using .NET-connected software, would like, seven days a week, twenty-four hours a day, with the competition a mouse click or a street corner
Architecture and Design Services, Information
CitiVision was able to integrate 270 information sources, away. These challenges, compounded by megamergers, decreasing margins, regulatory changes, and fierce
Technology Group, DBS Bank (Singapore)
including internal and third-party data, and make them competition, present both challenges and opportunities.
available to a global user base in real time.“
“I commute over an hour to work every day, and I can get
—Gary Greenwald, Managing Director, More than ever, banks must adapt quickly to survive. They need to find new value in existing systems as well
through as many as 50 e-mails—sometimes more—on my
Global Relationship Bank, Citigroup as ways to explore new market opportunities and relentlessly improve the quality of products and services.
way to work. Do you know how great it is to get into the
Microsoft technology helps banks gain a clear view of resources, open lines of information exchange, and
office with a clean in-box? Do you realize how much time
“Customers are floored—and pleased—that we take the adaptable, integrated systems that can be used to change customer, employee, and operations experience.
that saves?”
time to follow up on their surveys, talking to them about To maximize productivity across multiple resources, banks increasingly rely on information technology. Too
—Frank Marzigliano, Vice President of
their problems and working to correct them. Very often, the often the operations and maintenance costs of today’s complex, proprietary systems eat up the very value
Software Operations, GMAC
problem may not relate to the training or support they’ve they create, or the technology fails to match the ways business gets done. The new and old fail to work
just received, but rather to the fact that an agent hasn’t together, creating hurdles instead of solutions.
Operations Experience
been able to call them back. In the past, those problems
“MIIS 2003 is . . . ensuring that the right information and At Microsoft, we are committed to helping customers realize their potential through an integrated IT
could fester and cause us to lose customers. Now, we have
program access goes to the right people.” platform—from servers to desktop applications to mobile devices—that provides a powerful, yet affordable,
a chance to satisfy these customers and continue to work
—Suzette I. Statz, Systems Architect, Corporate computing environment, optimized for simplicity, customer choice, and productivity. We believe in the
with them.”
Authentication Services Team, Wells Fargo power of great ideas captured in innovative software, creating opportunities for businesses of all sizes.
—Karen Kelley, Vice President of
We believe in getting more from existing technology to help get more out of the banking business.
Training and Support, Ellie Mae
“We were able to buy just a few new servers and reduced our
Employee Experience hardware spending by more than 80%. Any way you look at
experience∆Banking: Overview
it, not buying 50 new servers is an immediate cost savings
“Platform longevity, desktop stability, developer productivity,
and significantly reduces our overall hardware spending.”
and seamless integration with Windows were all key
When considering a technology investment, banks should not ask “What value will this add to my business?”
—Rowena Liang, CEO,
requirements in selecting a development platform. We had
but “What value does technology enable business to have?” Investing in technology alone is not enough.
Inventure Solutions
just invested millions of dollars in Windows at the desktop
It should maximize business value and create new opportunities for success. Through the use of innovative
level and needed a tool set that would let us maximize our
software, Microsoft seeks to help banks get more from existing technology investments to better align with
“We could not have afforded to waste a single day.
return on this investment—not only for today but for the
the way technology works and the way businesses need to run.
Our business plan was quite clear—planning one week,
next 15 years.”
implementation two weeks. We‘d seen Microsoft
—Randy Oswald, Senior Vice President of Solutions Microsoft is committed to delivering technology solutions that help improve customer, employee, and
presentations in Belgrade and Hanover. However, there
and Applications, BMO Financial Group operations experience today while building capacity for continuing innovation.
was some pressure from consultants not to go with it.
Microsoft was my choice from the beginning, and I have
“Streamlining the effort required of our personnel to get the
never doubted that it was the right decision.”
appropriate information not only improves the customer
—Mladen Jevtic, Executive Director of IT,
experience, but also significantly reduces the training time
NSBS (National Savings Bank of Serbia)
required to bring new hires to the high level of competency
Wachovia expects of its employees.”
—Traci Gann, Senior Vice President
For additional information on Microsoft solutions
and Managing Director of Retail and
and other customer success stories, please visit
Channel Technology Development
www.microsoft.com/experiencebanking
Services, Wachovia Corporation
This document is for information purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, ON THIS DOCUMENT.
© 2004 Microsoft Corporation. All rights reserved. Microsoft, Visual Studio, Windows, and Xbox Live are either registered trademarks or trademarks of Microsoft Corporation
in the United States and/or other countries. The names of actual companies and products mentioned herein may be trademarks of their respective owners.
Microsoft Corporation, One Microsoft Way, Redmond, WA 98052-6399 PART NUMBER: 098-101801
www.microsoft.com/financialservices

Integration > Innovation > Microsoft > Experience Financial Services
Customer Experience Employee Experience experience∆Banking:
Operations Experience
What do customers want and expect? How can technology increase employee What is needed to ensure superior employee and
Economic Case
productivity and satisfaction? customer experience?
> Responsive, personal service
> Efficiently disseminate marketing messages to
> Tools that help front line deliver great customer service Microsoft technology is designed to offer lower
> A trusted financial provider who does what’s right
employees in branches
by having easy-to-use and complete access to customer total cost of ownership, and strong performance.
for the customer, not just for the bottom line
data across disparate sources Organizations can use Microsoft software to get more
> Improve antiquated reporting processes with the
> Products and services specifically tailored to meet
value out of legacy systems and can reduce the cost
branch and to the regional and corporate offices
> The ability to rapidly find and communicate information
customers’ financial needs
of IT operations by migrating from expensive UNIX
to customers and escalate questions to product experts > Reduce expensive forms management
> Competitive rates, fees, and yields platforms, porting enterprise applications to Microsoft
and management as needed to serve the customer at
> Compress the time it takes to train new employees Windows®, and consolidating servers. Using the familiar
> Convenient, accurate, and consistent access the point of sale
Microsoft Office interface for data helps minimize
> Improve employee satisfaction and reduce employee
to accounts and services across all channels
> The technology to help employees effectively identify
training costs and boosts the productivity of using
turnover
> Security of their personal financial data appropriate cross-selling opportunities and referrals
these tools. Building applications with Microsoft Visual
> Effectively manage branch workers, both within a
> In short, superior customer experience > The ability to automatically recognize high-value Studio® .NET, in use by more than 2.5 million developers
branch and those that span multiple branches in
customers worldwide, enables businesses to tap into a deep pool
Forrester Research* reveals that consumers have undergone
regional locations
of affordable developer talent. Choosing Microsoft
gradual, yet profound, changes in their attitudes and behaviors > Automation of manual work-flow processes to take
> Manage the huge expense of supporting outdated technology also comes with the added benefit of an
regarding money and technology. Consumers today are care of customer requests
technology in a distributed branch environment unprecedented partner ecosystem that includes more
more hands-on when it comes to their financial matters and
Microsoft-based banking solutions combine lower cost, rapid
than 35,000 Microsoft Certified Partners who can
Financial institutions today have no choice but to do more
are less loyal to their financial institutions. Forrester states
deployment, and ease of use in a straightforward, familiar
address any business problem.
with fewer resources. The Microsoft platform simplifies
nearly 50% have switched financial providers specifically
interface that allows customer-facing employees to have a
IT infrastructure and processes, and reduces the costs and
because they were not satisfied with a previous provider.
complete view of the customer. Staff can spend less time
Why experience∆Banking?
headaches of managing multiple technology platforms.
According to recent research from the Tower Group, 92% of
searching for information and more time with customers.
Having to rip and replace systems every time the market
U.S. households visit the branch at least once a month, and
Often employees have trouble learning to use systems with The Microsoft platform is used in financial institutions
evolves does not make sense. Microsoft software easily
50% consider the branch their primary contact point. When
unfamiliar interfaces. Microsoft technology is already on across the world to help them realize their potential.
integrates with banks’ existing systems and generates
customers walk in the door, they expect their bank to know
employees’ desktops, so when you introduce new applications By using innovative technology, Microsoft software
new value from them, rather than replacing them. Rapid
who they are and to understand their complete relationship
that use the same interfaces (for example: Microsoft Word, works to bridge the gap between desire and outcome,
development, short implementation, and familiar user
with the bank and what services are appropriate for them,
Excel, Internet Explorer), employees are comfortable. This between technology and results. Through a range of
interfaces mean quicker deployment of branch infrastructure.
whether they speak with a branch manager, customer service
enables employees to learn new systems faster, reducing integrated products and technologies, the Microsoft
representative, or teller.
training costs and speeding time to value. platform offers a means to connect existing systems,
Future Operations Experience link businesses with technical processes, and achieve
Future Customer Experience the best economic value for technology investments.
> Centralized management of all systems (Microsoft
Future Employee Experience
Operations Manager/Systems Management Server)
> Trustworthy computing realized
> Employee portal that provides sense of community We passionately believe technology plays an important
eliminates need to touch workstations or branch
– Strong recognition and authentication at ATM role in transforming the banking experience by
– Full access to policies and tools servers for maintenance or upgrades
and Internet improving the customer, employee, and operations
– On-demand product and skills training (role-based > New branches and instant branch remodel
– Uses smart card and fingerprint. Helps eliminate phishing experiences.
branch portal)
– No need for data ports or electrical outlets; full,
> Instant recognition at branch
> Complete view of customer Together with our ever-growing partner community,
security-enhanced wireless capability
– Radio frequency identification (RFID)–enabled smart we have developed industry-specific offerings to
– Tools and applications to provide full, prompt service – Use of Microsoft Tablet PCs and other mobile
card alerts branch personnel to customer presence meet the business needs of the banking industry
devices eliminates hardwired constraints
– Aggregated view to provide one consolidated
and enables preferential service across the globe. These solutions help banks realize
portfolio of the customer relationship – Workstations and other furnishings on wheels a powerful blend of cost-effective, rapidly implemented
> Customer-controlled statements, servicing, and alerts
> Greater opportunity for employment solutions today that lay the groundwork for future
– Revised branch design from teller-based transaction
via preferred channel
integrated innovation—something financial institutions
stations in the morning to loan/personal banking
– Using technology can enable split roles
– Mobility: Customers elect branch, ATM, television, PC,
have long sought.
workstations in the afternoon
telephone, PDA or other smart device, or Microsoft® – Part-time teller can convert to call-center role from
– Supported with flexible branch signage
branch workstation and benefit from full-time status
Xbox Live™
with benefits > Eliminate teller over/under balance errors—
> Consolidated financial account management
cash dispensers eliminate need for currency
> Branch Manager (BM) can become entrepreneur
– Custom control of all accounts—anytime, any place,
handling concerns
through BM dashboard that provides market/competitive
and any device
information, campaign management, customer segment
– Full Proactive Risk Manager (PRM)/analytical and
analysis, and other business analytics
transactional capability, regardless of institution,
is aggregated
*Winning The Changing Financial Consumer, Forrester Research, Inc., July 2003