The added value of an integrated customer view Luc Brouwers Brussels, 12th March 2009
Agenda <ul><li>1. Atos Consulting </li></ul><ul><li>2. Vision of the market </li></ul><ul><li>3. Atos Consulting’s approac...
<ul><li>A leading IT services company providing </li></ul><ul><li>business consulting,  </li></ul><ul><li>systems integrat...
1. Atos Consulting Belgium Consulting <ul><li>Business  </li></ul><ul><li>consultancy </li></ul><ul><li>IT strategy </li><...
1. Atos Consulting Belgium Strategy & Innovation Leadership Customer Management Leadership Procurement Leadership People &...
2. Vision of the market Optimal business and IT flexibility in a networking environment Product-oriented organization (Sil...
3. Atos Consulting’s approach Customer Output Delivery Channels Service Delivery Channels Factory Factory Corporate Staff ...
3. The irrefutable Laws of Data Quality <ul><li>We all have data quality issues, whether we want to admit it or not. </li>...
3. Recommendations <ul><li>Create a vision on how to reach a unified customer view. </li></ul><ul><li>Be realistic on what...
4. Case: SWIFT Society for Worldwide Interbank Telecommunication SITUATION No single view or link between addresses and co...
4. Case: Benefits Easier access (anytime and anywhere) Reorganized data (master data) Improved communication and efficienc...
5. Next steps <ul><ul><li>Interviews with business units </li></ul></ul><ul><ul><ul><li>opportunities and issues </li></ul...
For more information please contact:   Luc Brouwers Managing Partner m +32 (0) 499 96 37 64 [email_address] Atos Consultin...
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What Do I Know About My Customers - Human Inferece - Atos Consulting

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Who is my customer, how does he behave? Where is he? Is my customer really who he says he is? Correct customer knowledge and up-to-date data that are of good quality is essential to companies. Especially when the economic outlook is not very positive.

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  • What Do I Know About My Customers - Human Inferece - Atos Consulting

    1. 1. The added value of an integrated customer view Luc Brouwers Brussels, 12th March 2009
    2. 2. Agenda <ul><li>1. Atos Consulting </li></ul><ul><li>2. Vision of the market </li></ul><ul><li>3. Atos Consulting’s approach </li></ul><ul><li>4. Case: Swift </li></ul><ul><li>5. Next steps </li></ul>
    3. 3. <ul><li>A leading IT services company providing </li></ul><ul><li>business consulting, </li></ul><ul><li>systems integration </li></ul><ul><li>and managed operations </li></ul><ul><li>that improves the effectiveness of its clients’ businesses </li></ul><ul><li>Annual revenue of € 5.8 bn </li></ul><ul><li>50.000 employees </li></ul><ul><li>in 40 countries </li></ul><ul><li>11.000 in the Benelux </li></ul>1. Atos Origin Group
    4. 4. 1. Atos Consulting Belgium Consulting <ul><li>Business </li></ul><ul><li>consultancy </li></ul><ul><li>IT strategy </li></ul><ul><li>Interim </li></ul><ul><li>management </li></ul>System Integration Design, develop and integrate innovative IT solutions Run Design Innovative BPO and in-house software solutions Managed Operations Managing and transforming the client’s IT infrastructure operations Build Online Services “ What to do?” “ How to do it?” “ We’ll do it with you” Atos Consulting € 360 million revenue 2.5 00 consultants in Western-Europe 1000 in the Benelux Build
    5. 5. 1. Atos Consulting Belgium Strategy & Innovation Leadership Customer Management Leadership Procurement Leadership People & Change Leadership Operational transformation Leadership Finance Leadership IT Leadership Financial Services Consumer & Industrial Markets Telecom, Utilities & Media Public Services
    6. 6. 2. Vision of the market Optimal business and IT flexibility in a networking environment Product-oriented organization (Silo) Customer-oriented modules In the future, companies will reuse processes and modules in order to offer optimal flexibility to the customer and increase the efficiency. Multichanneling, Digitize customer focussed chains, Straight Through Processing and Knowledge Management Product-oriented IT Standardization of technology in back-office Standardized processes and data Optimal business and IT flexibility Towards customer-oriented Separation of front-, mid- and back-office Customer-oriented organization Step 1 Step 2 Step 3 Step 4
    7. 7. 3. Atos Consulting’s approach Customer Output Delivery Channels Service Delivery Channels Factory Factory Corporate Staff & Support Functions IT HR Finance Legal Relationship and Product Management Label C Label B Label A Channel 2 Channel 1 Channel 3 Channel 4 Sales Product Configuration CRM Distribution Management Provider mgt Knowledge mgt Phone Fax Email Mail Internet B2B Other Phone Fax Email Mail Internet B2B Other Factory Business Architecture Product Process Organisation IT Architecture Information Application Infrastructure Banking Product lifecycle Banking: Processing and Management Insurance Product lifecycle Insurance: Processing and Management Business Architecture Product Process Organisation IT Change Application Infrastructure Product Y Product lifecycle Y: Processing and Management Product X Product lifecycle X: Processing and Management Performance Management Archive
    8. 8. 3. The irrefutable Laws of Data Quality <ul><li>We all have data quality issues, whether we want to admit it or not. </li></ul><ul><li>Pour data quality leads to inefficiencies. </li></ul><ul><li>CRM, BI, B2B and other critical business initiatives are failing because we aren’t addressing data quality issues. </li></ul><ul><li>The quality of data is the responsibility of the entire enterprise. </li></ul>“ Take data quality seriously, it’s not only an IT issue but also a business issue!” Source: Gartner
    9. 9. 3. Recommendations <ul><li>Create a vision on how to reach a unified customer view. </li></ul><ul><li>Be realistic on what can be reached. </li></ul><ul><li>Involve the entire organization both business and IT. </li></ul><ul><li>Focus on business challenges. </li></ul><ul><li>Develop a business case based on tangible benefits. </li></ul><ul><li>Define which type of customer data integration fits your future needs. </li></ul><ul><li>Use best-practices for data governance and change management. </li></ul><ul><li>Reach the final target step-by-step. </li></ul>
    10. 10. 4. Case: SWIFT Society for Worldwide Interbank Telecommunication SITUATION No single view or link between addresses and codes Two types of codes (national and international) that are not matched 50% of errors during communication are due to a problem in matching and identification of an institution PROBLEM SOLUTION <ul><li>Necessity for change: </li></ul><ul><li>Old database with low performance and no unified view of the customers </li></ul><ul><li>Consolidate different sources of codes (national and international) in order to produce one master database with most relevant information for banks: </li></ul><ul><li>Banks can use the info/database to identify their correspondants on national and international level </li></ul><ul><li>The information contains the bank code but also the related information about the correspondant (address) </li></ul><ul><li>New codes and entries are added on a monthly basis </li></ul><ul><li>New countries become part of SWIFT </li></ul><ul><li>Different types of bank codes: national and international (used by several countries or worldwide) </li></ul><ul><li>Many information in database but not used; </li></ul><ul><li>15 different datafiles (country, cross-country) with information about financial institutions </li></ul>
    11. 11. 4. Case: Benefits Easier access (anytime and anywhere) Reorganized data (master data) Improved communication and efficiency Reduced processing time Less FTE involved in the process Improved customer satisfaction Cost Reductions Benefits Improved data quality Reduced storage and delivery costs
    12. 12. 5. Next steps <ul><ul><li>Interviews with business units </li></ul></ul><ul><ul><ul><li>opportunities and issues </li></ul></ul></ul><ul><ul><li>Audit of data quality </li></ul></ul><ul><ul><ul><li>Quality of names </li></ul></ul></ul><ul><ul><ul><li>Quality of addresses </li></ul></ul></ul><ul><ul><ul><li>Redundancy </li></ul></ul></ul><ul><ul><li>Business Case </li></ul></ul><ul><ul><li>Final Report and presentation </li></ul></ul><ul><ul><li>3 databases in 3 weeks </li></ul></ul><ul><ul><li>Atos Consulting in close collaboration with Human Inference </li></ul></ul><ul><ul><li>Quick Scan </li></ul></ul>Database 1 Database 2 Database 3
    13. 13. For more information please contact: Luc Brouwers Managing Partner m +32 (0) 499 96 37 64 [email_address] Atos Consulting Da Vincilaan 5 1935 Zaventem www.atosconsulting.be

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