Transforming Your Business Through IT                     The GTBank Experience                                  Dare Adey...
OutlineBusiness DialecticsDefining Work ProcessesMaking Better DecisionsUnderstanding the direction of technologyDriving B...
Business Dialectics• Mission  – The real purpose and the reason for the existence of    the business …… beyond making mone...
Designing Work Processes• Process Library / Catalogue  – Activities, outcome and dependencies (inputs, outputs)• Process M...
Enhancing Productivity / EngenderingHigh Performance• Transactions processing• Workflow automation• Straight-Thru Processi...
Making Better Decisions• Business Intelligence• Data Mining• Learning• Leveraging Information insights• Supporting busines...
Understanding The Direction ofTechnology• Virtualization• Cloud Computing• New Media• Smart Data Centers                  ...
Driving Business Transformation• Governance• Discipline• Enterprise Architecture• Transparency• People and Culture        ...
√ Oracle @ GTBank        9
Oracle @ GTBankTransactions processingCustomer Relationship ManagementEnterprise Resource PlanningIdentity Management     ...
Oracle @ GTBank1. Oracle Database Enterprise Edition2. Real Application Clusters3. Discoverer Desktop Edition4. Human Reso...
√ GTBank CRM     12
Service Delivery Imperatives• Resolving the relationship management dilemma• Personalized customer services    – Uniquely ...
What was GTBank’s Objective?• World Class Customer Interaction Center  – Phone  – Mobile  – Web• Adaptive CRM Infrastructu...
The Solution: Requirements• Full in-bound and Outbound capability• Adaptive CRM Infrastructure integrating the  Contact Ce...
The Solution: Design Considerations•   Cost effectiveness•   Speed of implementation and integration•   Ease of use•   Fle...
GTBank Contact Centre-CRM Architecture                                                    IP voice                        ...
Future OutlookBusiness IntelligenceProcurement / FulfillmentOracle Financial Services AnalyticalApplications (OFSA)  Regul...
Conclusion• Refine business processes and enhance  internal and external collaboration• Transform the industry value chain...
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Oracle Customer Keynote

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Kevin Kinyanjui - Information Systems Director, Kenya Airways

Oracle Day 2011, Keynote

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Oracle Customer Keynote

  1. 1. Transforming Your Business Through IT The GTBank Experience Dare Adeyeri General Manager Guaranty Trust Bank plc November 2011 1
  2. 2. OutlineBusiness DialecticsDefining Work ProcessesMaking Better DecisionsUnderstanding the direction of technologyDriving Business TransformationThe GTBank Experience Duration Estimate: 60 min. 2
  3. 3. Business Dialectics• Mission – The real purpose and the reason for the existence of the business …… beyond making money …….enduring, for all time• Value – What is really important……beyond frills…….above frivolities• Vision – How the business sees itself ultimately…..a picture of its future• Strategy – Where to play – How to win 3
  4. 4. Designing Work Processes• Process Library / Catalogue – Activities, outcome and dependencies (inputs, outputs)• Process Management – Workflow• Process reengineering – Review, research• Process Obliteration – New Technologies 4
  5. 5. Enhancing Productivity / EngenderingHigh Performance• Transactions processing• Workflow automation• Straight-Thru Processing• Performance Metrics 5
  6. 6. Making Better Decisions• Business Intelligence• Data Mining• Learning• Leveraging Information insights• Supporting business acquisition 6
  7. 7. Understanding The Direction ofTechnology• Virtualization• Cloud Computing• New Media• Smart Data Centers 7
  8. 8. Driving Business Transformation• Governance• Discipline• Enterprise Architecture• Transparency• People and Culture 8
  9. 9. √ Oracle @ GTBank 9
  10. 10. Oracle @ GTBankTransactions processingCustomer Relationship ManagementEnterprise Resource PlanningIdentity Management 10
  11. 11. Oracle @ GTBank1. Oracle Database Enterprise Edition2. Real Application Clusters3. Discoverer Desktop Edition4. Human Resources5. Learning Management6. Payroll7. Self-Service Web Applications8. Human Resources Intelligence9. Scripting10. TeleSales11. Email Center12. Advanced Outbound Telephony13. Enterprise Single Sign-On Suite Plus14. Identity and Access Management 11
  12. 12. √ GTBank CRM 12
  13. 13. Service Delivery Imperatives• Resolving the relationship management dilemma• Personalized customer services – Uniquely identifying each customer – Personalized greetings• Understanding customer behaviour• Platform for cross selling and upselling• Self service• Gateway to Customer Lifecycle Management (CLM) – Loyalty – Customer for life• Customer Acquisition Management• Sales Force Automation 13
  14. 14. What was GTBank’s Objective?• World Class Customer Interaction Center – Phone – Mobile – Web• Adaptive CRM Infrastructure integrating the Contact Centre to BASIS Core Banking System 14
  15. 15. The Solution: Requirements• Full in-bound and Outbound capability• Adaptive CRM Infrastructure integrating the Contact Centre to BASIS Core Banking System• Integration with existing telephony infrastructure• Support for agent growth – 25 agents, 5 supervisors, optimized for 400 agents• Full interaction with Interactive Voice Response (IVR) 15
  16. 16. The Solution: Design Considerations• Cost effectiveness• Speed of implementation and integration• Ease of use• Flexibility for expansion and scaling• Future multimedia solution integration• Availability of local services and support• Ease of integration with 3rd party solutions 16
  17. 17. GTBank Contact Centre-CRM Architecture IP voice TDM voice Call control & CTI data ICM BASIS Oracle CRM Holly IVR Avaya Communication Subsystem Web Collaboration Option DMZ V IP phones & agent desktops 17
  18. 18. Future OutlookBusiness IntelligenceProcurement / FulfillmentOracle Financial Services AnalyticalApplications (OFSA) Regulatory Capital Liquidity Gap ProfitabilityWeb and Mobile integration 18
  19. 19. Conclusion• Refine business processes and enhance internal and external collaboration• Transform the industry value chain through improved relationships• Streamline operations and increase effectiveness• Radically innovate products, markets and business models 19
  20. 20. ??? 20

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