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Finance on Windows Spring 2009


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The latest copy of Finance on Windows, check out the article on branch office protection.

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Finance on Windows Spring 2009

  1. 1. FINANCE ON WINDOWS FINANCE ON WINDOWS SPRING 2009 MICROSOFT TECHNOLOGY IN THE FINANCIAL SERVICES INDUSTRY BRANCH BANKING GOVERNANCE, RISK MANAGEMENT AND COMPLIANCE FROM BRICKS ISSUE 32 SPRING 2009 TO CLICKS How CIBER UK helped Endsleigh Insurance Services embrace a digitally focused business model with Dynamics CRM Visit for news and views in financial services Find out the latest news on how Microsoft and its “Newer, proven software technologies make it possible to reliably and partners are helping to address the unique cost-effectively backup branch offices at the central data centre.” challenges faced by London Market insurers. Page 8 Ian Masters, UK Sales and Marketing Director, Double-Take Software
  2. 2. SPRING 2009 FOREWORD In tough times, the tough survive – and these are certainly tough times for financial firms. As banks and customers alike continue to rein in their budgets, those that are well prepared will be best placed to ride out the economic crisis. Often in challenging conditions, success depends on being in the right place at the right time, and today’s technologies play a key role in enabling banks to do just that. In our cover story on page 16, we find out how working with CIBER UK to upgrade to Dynamics CRM 4.0 helped Endsleigh Insurance adopt a new, digitally focused business model and develop client relationships. As many banks have found out, customers demand a branch presence. But increasingly, they will also use channels such as the Internet, making branch profitability a challenge. Our feature on page 20 looks at how banks can make their branches attractive and relevant to the demands of today’s customers. Particularly in the current economic environment, customers are attracted to reputation as well as service. By the same token, financial firms need to know they can build their business while minimising risk. On page 26, we look at how banks can improve risk analysis and reporting, arguably the foundation on which business success and customer trust are built. You’ll also find our usual selection of incisive commentary and news from the industry. Don’t forget to visit us at for the latest news updates across the region. Enjoy the issue. Anders Abrahamsson Managing Director, EMEA Financial Services Microsoft FINANCE ON WINDOWS EDITORIAL MICROSOFT EDITORIAL COMMERCIAL ADVISORY BOARD Editor Advertising Jacqui Griffiths Anders Abrahamsson Claire Brown Managing Director EMEA Financial Services Christian Jones Andreas Drescher Assistant Editors James Dodd EMEA Partner Manager Ryan Kenward Gordon Ejsmond-Frey Lindsay James EMEA Industry Director, Insurance Ben Mayer Andrew Longstaff Rebecca Lambert Industry Marketing Manager Marcus Miola Tony Emerson Group Editor EMEA Industry Director, Banking Ricky Popat Adam Lawrence Ian Warford Amandip Singh EMEA Industry Director, Capital Markets Editorial Contributors Mike Amato, Barclays PRODUCTION Partner Director Anthony Baron, Dimension Data Paul Simpson Creative Director Michael Bush, Business Control Solutions Leigh Trowbridge David Edison, Moore Stephens Consulting Subscriptions Designers Tony Emerson, Microsoft Ewan Campbell Bruce Graham Claude Goudreault, VM6 Kelvin Jones Brian Henry, CIBER UK Paul Robinson Peter Leahy, Endsleigh Insurance Reprints Nigel Lee, Financial Architects Stuart Fairbrother Web Site Manager – Adrian Maconick, Finsbury Solutions Dan Dore Dermot McCauley, Singularity Business Manager COVER PHOTOGRAPHY Ian Masters, Double-Take Software Richard Pepperman Alexander Millington, Formicary Rohan Van Twest Publisher Chris Moxon, Methodware Paul Simpson Jeff Napper, Bank of America Dawie Olivier, Sasfin Bank Sai Sireesh Pachava, Microsoft Justin Parks, visionapp Brian Scott, Microsoft Nick Sears, FaceTime Communications Rebecca Smith, Endsleigh Insurance Todd Stone, ProcessUnity Howard Travers, Formicary Nigel Walder, Business Control Solutions Ian Warford, Microsoft Green IT Advisor Dr Bernd Kosch, Fujitsu Siemens Computers 3
  3. 3. SPRING 2009 CONTENTS 16 26 20 08 46 50 COVER STORY COMMENTARY PROFILED FROM BRICKS TO CLICKS 16 OUT ON A LIMB 34 HBOS 50 How CIBER UK helped Endsleigh Insurance Services New technologies can cut the cost of When HBOS moved from three IT services embrace a new business model branch data protection partners to one, it chose Fujitsu Siemens Computers MAKING THE BEST OF UNCERTAINTY 36 FEATURES How key technology trends can help FORUM BARKING UP THE RIGHT TREE 20 banks rise to new economic challenges DON’T LOOK BACK 52 In a challenging business environment, BUILDING SUCCESS FOR SUPERBANKS 38 bank branches must adapt to survive How forecasting can steer Why transparency is vital for merged banks insurance firms through challenging times KNOW YOUR RISK 26 SEE WHAT YOU SAY 40 Accurate analysis is key to managing risk How companies can ensure regulatory compliance for Group Chat MARKETWATCH IT STRATEGIES CONQUER THE CRUNCH 42 NEWS DIGEST 8 IT suppliers can support The latest news from technology improved service at reduced cost providers across the region CAN UC THE DANGERS? 44 GOVERNANCE, RISK MANAGEMENT Unified communications can deliver AND COMPLIANCE great benefits if the risks are mitigated TAKING STOCK 32 FAST ROUTE TO EFFICIENCY 46 A year of challenges has seen governments Rapid process reengineering taking a more prominent role in financial services can enable quick efficiencies MODELLING YOUR MATURITY 48 Assessing IT infrastructure maturity helps ensure benefits when deploying Microsoft technologies 5
  4. 4. SPRING 2009 PUBLISHING PARTNERS Finance on Windows is produced as a partnership between Microsoft and selected CIBER UK is Microsoft’s leading partner for Microsoft Dynamics CRM (licence revenues key organisations from the 2008). A certified Gold Partner with accreditations in seven competencies, we help our financial services technology customers derive maximum advantage from individual Microsoft technologies, and sector. These partners are from their effective integration with each other. CIBER UK works closely with some of responsible for the editorial the country’s leading financial companies. direction of Finance on Windows, and collaborate to provide you with content that covers the key issues facing financial services executives, and technology solutions that Dimension Data is a specialist IT solution provider that helps clients plan, build, support can address these issues. and manage their IT infrastructures. Dimension Data combines its expertise in networking, IP convergence, security, operating environments, storage and contact centre technologies with its unique skills in consulting, integration and managed services, to create customised client solutions. FaceTime Communications enables the safe and productive use of instant messaging, Web usage and Unified Communications platforms. Ranked number one by IDC in IM management for five consecutive years, FaceTime's award-winning solutions are used by more than 1,000 customers for security, management and compliance of real-time communications. Fujitsu Siemens Computers − a Microsoft Gold Certified Partner − is the leading European IT infrastructure provider. By delivering infrastructure products, solutions and services as well as Managed Infrastructure or a combination of these offerings, our customers have the freedom to choose whatever IT infrastructure fits best to their specific needs. Fujitsu Siemens Computers is one of the pioneers in offering a complete range of environmentally conscious products and in using environmentally friendly technologies and processes throughout the entire lifecycle of a product. FINANCE ON WINDOWS Published by Tudor Rose Active Directory, BizTalk, Microsoft, Outlook, Tudor House SharePoint, Visual Studio and Windows are either 6 Friar Lane, Leicester registered trademarks or trademarks of Microsoft LE1 5RA, England in the US and/or other countries. The names of Tel: +44 116 222 9900 actual companies and products mentioned herein Fax: +44 116 222 9901 may be the trademarks of their respective owners. Views expressed in this magazine are not Managing Director: Jon Ingleton necessarily those of Microsoft or the publishers. Acceptance of advertisements does not imply ISSN 1473-2173 official endorsement of the products or services Finance on Windows is published quarterly and is concerned. While every care has been taken to available via subscription. Please visit: ensure accuracy of content, no responsibility can for more information. be taken for any errors and/or omissions. Readers should take appropriate professional advice before Printed in Great Britain by The Manson Group. acting on any issue raised herein. The Microsoft vision is to enable every business © 2009 Tudor Rose Holdings Ltd. All rights The publisher reserves the right to accept or reject enterprise to use the Internet to build richer reserved. No part of this publication may be stored advertising material and editorial contributions. customer experiences. Microsoft sees e-business as or transmitted or reproduced in any form or by The publisher assumes no liability for the return or any means, including whether by photocopying, safety of unsolicited art, photography or more than just transactions over the Web, it is a scanning, downloading onto computer or manuscripts. means for establishing a closer relationship with otherwise without the prior written permission customers and trading partners and Microsoft .NET from Tudor Rose Holdings Ltd. is the evolutionary strategy behind this vision. 7
  5. 5. M A R K E T WATC H | N E W S M A R K E T WATC H | N E W S IN THIS ISSUE MICROSOFT .NET 10, 12, 14 Dynamics CRM 8 Group Chat 13 HPC Server 2008 14 London Market Network 8 Office Communications Server 13 REPORT by Jacqui Griffiths SharePoint 8 SURE SUCCESS FOR LONDON SQL Server 8, 10, 13 Surface 12 Visual Studio 10 MARKET NETWORK PARTNERS Windows 10 MICROSOFT PARTNER INITIATIVE DELIVERS BUSINESS VALUE TECHNOLOGY PARTNERS Acette Technologies 14 Asysco 10 SEQUEL DELIVERS PHASE ONE FOR FARADAY Business Control Solutions 10 Faraday and Sequel Business Solutions have Together, we undertook an enormous Cadis 10 completed the first phase of Faraday’s amount of planning and preparation, which Compassoft 14 strategic, end-to-end underwriting system, gives me confidence that the programme Crystal Software 14 on time and on budget. will continue to run to schedule. We now Derdack 14 Lloyd’s and London Market focus with confidence on the final insurer/reinsurer Faraday signed a contract deliverable – live rollout to all users across FinArch 10, 13 for the implementation of Sequel’s Eclipse Faraday’s London Market operation in Finsbury Solutions 8, 14 Underwriting software solution in April summer 2009.” Fiserv 14 2008, following an extensive selection “Faraday is taking a forward-looking but Focus Solutions Group 12 process and a three-month ‘model office’ lower risk approach to software replacement Formicary 13 project which determined the size, shape by partnering with Sequel,” said Sequel and cost of the full implementation. director Michael Graham, who believes more IE Group 12 “We chose Eclipse Underwriting as we companies should follow Faraday’s strategy Intel 14 needed a modern, flexible system which of replacing core processing systems. “We K2 8 would not only integrate seamlessly with all are leading insurance software specialists, MBA Systems 14 our other business systems, but would also and our Microsoft-based systems are being Program Framework 12 place us in the best possible position to used by world-class carriers and brokers in Sequel Business Solutions 8 trade and connect electronically with our the London Market. We deliver proven and external counterparties,” said John Connors, well designed software solutions through Sun Microsystems 14 head of operations at Faraday. “Sequel has collaboration with our clients.” SunGard 14 an excellent reputation for delivery and has Total Information Management 10 demonstrated this quality in its recent Trillium Software 12 completion of the first of two phases. Xenomorph 13 THE NETWORK DELIVERS PRE-INTEGRATED SOLUTIONS TO ADDRESS THE UNIQUE CHALLENGES OF LONDON MARKET INSURERS FINANCIAL SERVICES PROVIDERS ondon Market Network system from Sequel Business Solutions Finsbury’s Spreadsheet Workbench, L Aberdeen Asset Management 10 partners Finsbury Solutions is key to enabling data flow to other combined with its use of SharePoint, Bank of Ireland Life 12 and Sequel Business Solutions systems – such as Dynamics CRM, delivers the high levels operational WILLIS SPEEDS UP STP WITH SEQUEL Banque Chaabi du Maroc 13 have announced major new projects. SharePoint and K2 Workflow – to work control that insurance firms require.” Launched by Microsoft in February together and access information, while Global insurance broker Willis Group ambitious plans are announced in the Barclays 12 2008, the London Market Network is a the market leading capabilities of Holdings has speeded up its transactional market place, but the great implementations Faraday 9 group of software and service providers processing with the implementation of that really work are rare and worthy of Fidelity National Information Services 10 that offer pre-integrated industry Sequel’s Eclipse broking software solution. celebration. The Eclipse application is a HBOS 10 software solutions based on a common Willis chose Sequel to support its ‘Shaping cornerstone of our London-based business FINSBURY WORKS MAGIC AT HERITAGE Heritage Managing Agency 8 Microsoft technology platform. It brings our Future – London’ modernisation and positions us well for future together a set of complementary Insurance underwriting firm Heritage “Heritage is a recognised leader in the strategy. Sequel worked in close cooperation developments in London Market Reform.” Hoodless Brennan 14 solutions to address the unique Managing Agency has implemented London insurance market and for with Willis to deliver the new system in less “Our implementation was all about HSBC 10 business and technology challenges Finsbury Solutions’ Spreadsheet Spreadsheet Workbench to be selected is than six months, and more than 1,000 Willis people,” said Sequel CEO David Smith. “The Oman Arab bank 14 facing companies in the London Workbench to improve control and a great endorsement of our products associates worldwide now use the teams from both companies have worked Piraeus Bank 14 Market. compliance of its business critical capabilities and appeal.” application for straight-through processing impressively together and delivered against The Motley Fool 14 “We are delighted that the Microsoft spreadsheets. Heritage was introduced to Spreadsheet Workbench is based on of placements, claims and accounting an aggressive timescale. We are incredibly London Market Network is delivering Willis Group Holdings 9 Finsbury Solutions via the Microsoft the latest Microsoft technologies transactions in the UK and other countries. proud of our achievements so far, and we significant business value to our London Market Network, which it co- including SQL Server 2005 and Rollout to additional business units is look forward to a successful ongoing clients,” said Bruce McKee, insurance founded a year ago. SharePoint 2007. planned for 2009. partnership with Willis.” ANALYSTS AND ASSOCIATIONS industry manager at Microsoft. “Sequel “We welcome Heritage as our latest “This major implementation has been an Datamonitor 10 and Finsbury Solutions are both client,” said Jeremy Wood, director and outstanding success,” said Grahame Financial Services Authority 12 founding members of the network, and co-founder of Finsbury Solutions. Millwater, group president of Willis. “Many Javelin Strategy & Research 10 play important roles in our industry solution. The Eclipse Underwriting 9
  6. 6. M A R K E T WATC H | N E W S IN BRIEF Fidelity National Information Services (FIS) and Microsoft have signed a groundbreaking agreement to make up- to-date financial news from MSN Money available on client Web sites. The agreement is the first of its kind between Aberdeen implements Cadis EDM Microsoft and a financial services technology provider. It enables client financial institutions using FIS Web hosting Aberdeen Asset Management has global trading platform and data services to subscribe to four MSN Money implemented the Cadis EDM Suite to warehouse environments and allows us to authors, providing their customers with enable greater control over data, improve maintain control over our data, which is current financial news, commentary and efficiencies and lower operational costs. sourced from a variety of vendors and advice. Cadis specialises in enterprise data third-party administrators. After a rigorous management (EDM) solutions using a best-of-breed search and selection process, multi-tier, distributed architecture based on Cadis clearly emerged as a highly effective A report by Datamonitor, From Microsoft .NET and SQL Server. solution that would enable us to achieve compliance to improved business Aberdeen selected Cadis after a rigorous our goal of a global data hub, allowing us performance through operational risk selection process, due to the solution’s to source, consolidate, validate and management, has found that financial firms ability to provide a data control layer distribute our investment management are recognising the operational between the company and its market data data worldwide.” performance benefits being unlocked by vendors and outsourced back office “Aberdeen’s decision is testament to the leveraging operational risk controls and providers. The company will also be able to strengths of our solution in helping firms reporting data, rather than seeing quickly integrate multiple data sources and fully integrate their global operating operational risk purely as compliance and use the information in its front-office environments and ultimately get the most reporting function. It predicts that IT will systems. out of their data and their technology,” said play a key role in facilitating operational “Cadis provides us with an enterprise- Daniel Simpson, CEO of Cadis. risk management through process wide data management platform,” said monitoring and the automation of Richard Large, global head of front-office reporting. technology at Aberdeen. “It feeds our single Business Control Solutions (BCS) has signed a contract with HSBC to supply BCS Knowledge bank Agent Reconciliation Control (Arc), which CLUB 18-30 enables the centralisation of agent bank fee data. By acting as a single source of 74 per cent of 18-30-year-olds go online to view their bank data, the application will enable HSBC to account balances, with 70 per cent using Web channels to pay bills. validate costs accurately each month and assess the most efficient fee models in Source: Javelin Strategy & Research order to save money and accurately apportion fees against trading desks. EastWest Bank goes live The Unified Communications Expo takes place on 11-12 March 2009 in with Financial Studio London, UK. The event showcases next- generation business communications EastWest Bank has gone live with its efficiency of the accounting division. solutions and allows visitors to see for FinArch Financial Studio ledger system, “The Financial Studio ledger solution is themselves the benefits of real-time marking the first milestone in its financial pivotal to the bank’s aim of consolidating integration across communications transformation programme in the its financial management efforts,” said platforms. More than 500 unified Philippines. Antonio Moncupa, president of EastWest communications will be showcased and The bank worked with FinArch and its Bank. “Giving bank management ready around 60 seminars will take place over the local partner Total Information access to financial information from a course of the two days. Management (TIM) to implement the single version perspective puts the bank in solution in just seven months. a more competitive position in realising its Financial Studio provides the bank with strategies. The bank is truly glad to have UK bank HBOS has completed a timely, granular and more accurate internal partnered with FinArch and TIM, who mainframe migration project, converting its reporting. EastWest Bank also runs shared our objective of achieving financial previous Unisys environment to Asysco Financial Studio’s event-based accounting transformation.” Migration Technology Visual Studio (AMT- engine to generate the accounting entries The next phase of the programme will VS). The first phase of the project began in from transactions which existing systems entail the implementation of regulatory 2004, with HBOS using Asysco’s AMT-Lion do not provide, and to execute balance reports (BSP and FRP), MIS, and internal to migrate applications and data onto a sheet transfers for the dynamic reporting and external risk reporting (Basel II and Windows-based platform. Phase two then requirements of bank management and Anti-money Laundering). saw the conversion of the environment into regulators. C# code. The solution is expected to reduce manual entries and reconciliation effort while improving the workflow and
  7. 7. M A R K E T WATC H | N E W S M A R K E T WATC H | N E W S IN BRIEF IN BRIEF Program Framework has achieved Xenomorph and Microsoft have Microsoft Gold Certified Partner status. completed a benchmark project to ensure The achievement puts the company in that IT directors, risk managers and trading the top one per cent of all Microsoft staff have access to high-performance tick partners worldwide, acknowledging its and time-series analysis within a high level of competence and expertise standards-based architecture. Barclays banks on Surface Banque Chaabi with Microsoft technologies. “This Xenomorph’s specialist time-series provides a great boost for the company technology will be able to run within chooses FinArch and represents external recognition of Microsoft SQL Server 2008 – resulting in the increasing breadth and depth of our easier database management and capabilities,” said Paul Major, CEO of administration while allowing IT Banque Chaabi du Maroc, a key secret of its ambitions in Europe, with Program Framework. developers to build on existing skills in SQL institution of the Moroccan financial over 40 branches scheduled to open. It and Microsoft reporting tools. services holding Groupe Banques wanted to equip its European branches Populaires, has selected FinArch with a banking software suite that can The Financial Services Authority has Financial Studio as the regulatory handle both the technological issued a consultation paper urging UK Formicary has released the FastTrack reporting system across its European development of the initial architecture banks to spend almost £900 million on implementation solution and the latest branches. and the evolution of regulatory new IT systems to speed up the version of its ChatSeer enterprise chat Following a rigorous competitive bid, requirements across selected payment of compensation to savers if monitoring and compliance tool. Both FinArch was chosen to equip Banque geographies. they collapse. The paper advises that releases are built for the Group Chat Chaabi’s branches in Spain, the “FinArch’s main strengths are its local banks must ensure they hold up-to-date feature of Microsoft Office Netherlands, the UK and Belgium with presence across Europe’s main financial information to allow fast processing of Communications Server 2007 R2. Financial Studio, its best-in-class hubs, highly qualified support, training claims. In order to achieve this, it “FastTrack is a cost and time-effective integrated platform for finance and risk. and implementation teams, proven proposes that banks set up new IT solution for both implementation for first BARCLAYS IS PIONEERING SURFACE TECHNOLOGY IN ITS PICADILLY CIRCUS BRANCH FinArch will initially serve a large knowledge of banking business lines systems for quick claims processing, at time clients and migration of existing Barclays has become the first bank to Piccadilly is the first Barclays branch to number of users to automate and and activities, and a state-of-the-art an estimated cost of £891.8 million over MindAlign (predecessor of Group Chat) pilot Microsoft Surface technology in its have totally open cashier counters with manage their daily activities around technology base,” said Mohamed five years. clients,” said Philip Miller, intelligent new flagship branch at Piccadilly Circus no glass screens, while an innovative regulatory reporting requirements. The Allouch, general manager of Banque messaging director at Formicary. in London. curved queue rail softens the waiting system achieves significant increases in Chaabi’s European network. Described as the first ‘brand concept’ area. Handheld PCs will allow floor- productivity and allows a high degree of Trillium Software, a Harte-Hanks bank branch in the UK, the branch has walking staff to help customers with automation and compliance. business, has delivered its Data 8,000 square feet of retail space over queries without the need to wait, while a Banque Chaabi du Maroc has made no Intelligence and Governance (DIG) three floors, and makes extensive use of large self-service area includes a foreign solution specifically for the financial new technology and design. ATM dispensing dollars and Euros, and services, insurance and compliance The Surface technology will allow deposit machines for cash, cheques and markets. DIG is a combination of data users to grab digital content with their coins. “This is the first time that a bank analysis, data quality and reporting hands and navigate information with has opened a store such as this,” said software technology based on the simple gestures and touches. A major Mike Amato, chief distribution and Trillium Software System, with targeted, feature of the branch is Being:London, an product officer for Barclays. “We have packaged financial and governance interactive and evolving installation taken inspiration from retailers and consulting services provided by the representing the interests, conversation developed a space that attracts and company. It includes built-in intelligence and activities of people in London. engages individuals while conveying for and about the financial services Outside opening hours, the front of what the Barclays brand represents.” industry to improve data validation, the branch will be transformed into the Barclays is refurbishing its entire 1,733 rules compliance, and business ‘Night Life’ screen, which picks up the branch network in the UK after extensive processes germane to the financial and image of passers using face recognition staff and customer consultation. insurance industries. technology and cameras and displays moving silhouettes with thought bubbles containing random messages. The High Tech Forecasting and Planning Summit takes place on 22-23 April 2009 at Le Meridien in San Francisco, USA. This IE Group-organised Focus signs up Bank of Ireland Life summit brings business leaders together to shape revolutionary ideas and spark Focus Solutions Group is to implement bancassurance sector with the innovation in forecasting and planning its focus:360° solution at Bank of Ireland acquisition of its first focus:360° within the high-tech industry. Around Life. customer,” said Richard Stevenson, chief 200 high level executives are expected The company has signed the first executive of Focus Solutions Group. “We to attend, with guest speakers including phase of a five-year contract, under which firmly believe that we are in a unique the chief technology strategist at it will configure the solution to meet position to provide Bank of Ireland Life Microsoft; the vice president of Bank of Irelands Life’s specific business with a compelling, high quality solution technology and strategy at Nokia; the and technical requirements. that will enhance the customer vice president of strategy and planning Based on Microsoft .NET technology, experience, improve adviser productivity at Cisco; and the director of planning focus:360° has been designed to operate and increase sales revenues for the and innovation at Panasonic. both online and offline, and will support business. This contract further a number of distribution channels going underlines our expansion into the Irish tech/overview.html forward. market.” “Focus continues to build upon its extensive experience of delivering multi- channel point-of-sale systems within the
  8. 8. M A R K E T WATC H | N E W S IN BRIEF Finsbury Solutions has strengthened its product coverage with the acquisition of US governance, risk and compliance software vendor Compassoft. The move will see Finsbury further supporting and developing Compassoft’s End User SunGard adds HPC Computing (EUC) products, which will be integrated with its own Spreadsheet to hosted iWorks Prophet Workbench solution to produce an advanced product suite for the management of spreadsheets and end SunGard has added more than 500 cores industry director, Microsoft EMEA. user databases. to a grid computing cluster set up to host “Windows HPC Server 2008 delivers the its iWorks Prophet actuarial solution, the ability to spread calculations across a large enterprise risk management application in number of computers using industry the iWorks solution suite. standard tools that are well understood Oman Arab Bank has achieved significant The grid uses Sun Microsystems’ Sun and easily integrated into the IT efficiencies in customer service and Blade X6250 server modules, Intel’s Quad- environments of SunGard and other opened up new revenue streams by Core Xeon processors, and software from members of the insurance industry. As adopting an SMS-based mobile banking Microsoft to achieve high-performance demands increase for faster, more flexible service. The Tawasul service, which uses computing (HPC) capacity that facilitates and robust risk modelling solutions, Banksmart implemented by Acette the development, execution and support of SunGard is investing in delivering Technologies and is powered by actuarial models. The use of network- enterprise-class modelling with iWorks Derdack’s message master XSP, allows the distributed parallel processing clusters, Prophet, which will help insurers to bank to offer its customers a range of which can be integrated into any Microsoft- improve their modelling and reporting options that can be accessed using SMS, based platform, will help improve capabilities.” including account transfers, utility processing times for real-time risk “Increasing the capacity of iWorks payments, smartcard top-ups and real- management. SunGard plans to expand Prophet will help reduce our customers’ time payments to mobile operators. this environment to accommodate a model runtime, so that actuaries can focus services offering, whereby users may lease on the development of sound risk cores when needed. management practices rather than worry “Advanced technology is playing an about their organisation’s IT infrastructure,” increasingly prominent role in the added Marc Fakkel, head of operations for Stockbroker Hoodless Brennan has won insurance industry,” said Rick Echevarria, SunGard’s iWorks Prophet business unit. several key awards following vice president of Intel’s sales and marketing “The team effort between Microsoft, Intel, enhancements to its Internet Broker group and general manager of its enterprise Sun Microsystems and SunGard proves our software, supplied by MBA Systems. solution sales. “That is why we are proud commitment to improve the reliability, During the same week, the company won that SunGard has chosen Intel Xeon quad- scalability and power of the iWorks Prophet the 2008 Daily Telegraph Award for Best core processors, with their performance- enterprise framework.” Online Service and six further accolades per-watt strengths, to form the hardware from the 2008 Financial Times and platform for iWorks Prophet.” Investors Chronicle Investment Awards, “Microsoft is pleased to be working with including Best Execution Only Stockbroker, SunGard in the development of its next- Best Online Stockbroker and Stockbroker generation actuarial modelling solution,” of the Year 2008. said Gordon Ejsmond-Frey, insurance Piraeus Bank, one of Greece’s leading Crystal puts Momentum into Fool financial institutions, has gone live on the Fiserv Universal Banking solution at its The Motley Fool has selected Crystal’s implement a custom solution within two Cyprus operations, following an eight- Momentum software system for the new months, which was crucial to our month implementation. The offering is financial services division of its UK Web business.” Fiserv CBS Worldwide’s integrated real- site Built using the latest Microsoft .NET time solution for retail, trade and treasury Use of the software has helped the site technology, Momentum has over 7,000 markets. It incorporates the Microsoft- to start up its mortgage business more users, including Halifax, Bank of Scotland, based Fiserv Aperio customer interaction rapidly than previously anticipated. The L&G, Paymentshield and Assurant. management solution, Fiserv CBS Teller, system has provided an integrated “ is a fantastic client for us Communicator, ICBS core, CBS Data channel solution for the advised sale of to win and will help us strengthen our Warehouse, Fiserv Treasury, mortgage and insurance products functionality in Web site-led call centre AquaGlobal/E2Gen for international through the sales team, with environments, which is a growth area of payments, and Fiserv Trade Finance. leads coming from its site. our marketplace,” said Patrick Shuker, “We wanted one integrated solution director at Crystal. “It’s great to hear a that would cover our CRM, point of sale, success story in a difficult market place compliance and back-office needs,” said and it has been a great pleasure to work Paul Warburton, senior product manager with such an innovative, entrepreneurial at “After an extensive company.” evaluation of a number of providers, we selected Crystal because of its ability to adapt to our needs and to supply and
  9. 9. COVER STORY: ENDSLEIGH INSURANCE SERVICES FROM BRICKS TO CLICKS WHEN ENDSLEIGH INSURANCE SERVICES ADOPTED A NEW BUSINESS MODEL, IT CALLED ON CIBER UK TO HELP IT IMPROVE THE PRODUCTIVITY, PERFORMANCE, REPORTING AND PROFITABILITY OF ITS MARKETING ENVIRONMENT ndsleigh Insurance Services has rapidly develop client relationships in the face of changing E grown to become one of the UK insurance regulations. In particular, it wanted to offer better industry’s most respected household service to trading partners including travel agents, names. With around 800 employees and which were regulated to sell travel insurance by the 30 relationship managers in the field, the company has Financial Services Authority for the first time from an excellent market reputation. January 2009. But reputation is not the sole guarantor of Although Endsleigh has a substantial in-house IT continuing success. With 85 per cent of new sales department, its technicians were working on several originating from the Web, Endsleigh wanted to adopt ongoing projects and wanted to avoid tackling any a new business model, making its business more large new development. They required a solution that digitally focused using multimedia touch points with a was multi-company, and which would integrate with major target on students and recent graduates. Microsoft Dynamics GP for financial management and “As a result, we will no longer operate as a branch- other business management systems, including its based business with bricks and mortar and leases to existing investment in Microsoft Dynamics CRM 3.0 pay for 119 offices across the country,” says Peter customer relationship management (CRM) software. Leahy, head of IT at Endsleigh. “We want to use these The company uses an in-house CRM system for “By automating commission efficiency savings to support our relationship business-to-consumer clients that is integrated with its managers working from home or remote locations, in-house policy administration system. Dynamics CRM payments through Microsoft with new tools and faster access to our core business is used for business-to-business operations and systems.” integrates with Dynamics GP. Dynamics CRM, we have Endsleigh had used Voice over IP telephony to In its search for a solution, Endsleigh worked with network its branch offices, but with the company’s Microsoft Gold Certified Partner CIBER UK to upgrade increased one segment of planned transition to two geographically based service its existing Microsoft CRM software to Dynamics CRM centres, this was no longer cost effective as a 4.0, integrating with Microsoft Exchange Server 2007 business tenfold without needing communications channel. The company’s data was communication technology. At the same time, the being stored in various fragmented systems with no company opted for a Microsoft Enterprise Agreement extra accounts people to manage uniform way of identifying lead conversion rates for for low-cost volume licences to provide a low total cost the marketing team. Endsleigh had to spend excessive of ownership. the business processes” time and cost on setting up agents on various systems, “We wanted to time the upgrade to correspond with the number of which also impacted security across the the changes in our business model, with the Peter Leahy, enterprise. introduction of a cost-effective infrastructure for Head of IT, Endsleigh Insurance Services In addition, Endsleigh needed better features to help unified communications by investing in Microsoft 17
  10. 10. COVER STORY: ENDSLEIGH INSURANCE SERVICES Office Communications Server 2007,” explains Leahy. solution is also designed to operate with the different communication channels to help its partners an incident occurs, our employees now have the ability “This was especially opportune in view of the company’s existing Microsoft Office SharePoint Server adapt to new markets. Previously, the business team to access their Office SharePoint Server 2007, e-mail integration we could achieve between Exchange Server 2007 collaboration technology as well as other responsible for affiliated services did not have a reliable and telephone, as well as our Dynamics CRM system. 2007 and Microsoft Dynamics CRM. Previously, we Microsoft technologies and services. communication tool that let it engage with agents – This has led to better offline working, making us more had relied on local area network connections with The new implementation also enables each team to Leahy says it had “hit a brick wall” in terms of taking responsive and effective as a business.” variable reliability – in future, our people will always be benefit from the seamless integration of Dynamics on new prospects and simply could not manage any “Overall, the transition has been relatively seamless,” connected to our core business systems.” CRM and SQL Server 2005 Reporting Services. This more customers. concludes Rebecca Smith, business project manager at Before Dynamics CRM 3.0, Endsleigh had error- provides interactive personalised business reports, “We’ve improved the efficiency and accuracy of our Endsleigh. “As business project managers we’ve been prone manual processes for managing contracts which improve the productivity of staff and, in turn, frontline sales staff,” says Paul Nicholas, business involved in implementing a number of third-party between partners and making their commission help them take on a new wave of sales prospects. project manager at Endsleigh. “When they’re dealing solutions written by external software houses, such as payments. It lacked a central repository to manage Dynamics CRM 4.0 includes several new features, with customers, we have a full record of the history. We a letting agency system and a tenant reference system. partners and prospects. Having started with Dynamics such as simplified workflow and up-to-the-minute deal with them in a more prompt and quality-driven But Dynamics CRM has proved that with easy-to- CRM 3.0, these improvements have been consolidated reporting, as well as multi-language and currency way and we have a single source of information for all understand technology and a committed business and further refined. capabilities. Dynamics CRM can be shaped to support our customer activities.” partner such as CIBER UK, implementation is a hassle-free process.” F Now, Dynamics CRM 4.0 helps each sales team at the business and provide a robust environment for “At a time of rapid business change, Endsleigh has Endsleigh to view information relevant to its division future growth. The product comes complete with sales, continued to invest in Microsoft Dynamics CRM without having to search an entire database. The marketing and customer services modules. because it is based on an environment that is upgrade provides a suite of powerful marketing, sales When the credit crunch forced most insurance understood, not just by us, but universally,” says Brian DYNAMIC IMPLEMENTATION and service features, all with a familiar and consistent companies to re-evaluate their businesses, Endsleigh Henry, head of sales for financial services at CIBER UK. experience based on Microsoft Office and Microsoft was strongly placed to change its model due to its “The seamless integration of Microsoft products is a Office Outlook 2007 for the client device. investment in Microsoft technologies. Its move into critical factor in our future growth strategy. The similar Endsleigh Insurance needed a new Due to the integration with Exchange Server 2007, digital marketing has been fully supported by the look and feel of Microsoft products means that not business management system to help staff will be able to receive push e-mails, an always-on upgrade to Microsoft Dynamics CRM 4.0, which has only is integration simple, but fast adoption is also adapt to changing market conditions. service in which users receive messages to their client helped automate many more processes and integrated guaranteed. Together with SQL Server 2005, Dynamics CIBER UK worked with Endsleigh to update device as if they were in an office environment. easily with the company’s new unified GP and the Active Directory service for identity its Microsoft system, implementing Furthermore, Dynamics CRM acts as a powerful and communications strategy. “This investment will help management, Microsoft Dynamics CRM 4.0 will Microsoft Dynamics CRM 4.0 and a related intuitive business intelligence system because it us to drive bigger, better, and more targeted marketing improve group-wide efficiency and help Endsleigh suite of Microsoft technologies. integrates information from multiple sources. The campaigns using new skills to attract business from employees convert prospects into valuable clients.” The new technology was quickly our customer base,” comments Leahy. “Upgrading to the latest version of Dynamics CRM, adopted across the company, enabling The CRM software is helping sales executives clearly shows that we have faith in both the Microsoft Endsleigh to work through different ENDSLEIGH HAS 800 EMPLOYEES AND 30 RELATIONSHIP MANAGERS IN THE FIELD increase digital marketing successes in line with the solution and CIBER UK as our implementation communication channels and help its company’s new approach to customers. Yet, at the partner,” adds Leahy. “The scalability of the solution, partners adapt to new markets. same time, it adds no extra costs to the business or supported by the fact that we’ve used previous The company can now access burdensome work for technicians. According to Leahy, versions, reinforces our decision to select this product.” interactive, personalised business reports, this is all the more important now that Endsleigh plans A further benefit of the implementation is that it which improve productivity and help staff to rely in future on more mobile sales employees enables Endsleigh to support flexible working for staff. to take on a new wave of sales prospects. backed up by two communications centres. “With the “The killer benefit for me, as well as the organisation, is Endsleigh is also able to support mobile previous systems, we had lost faith in the manual improved business continuity with greater flexibility of working, enabling better offline working processes and did not feel confident in managing leads working,” says Leahy. “With unified communications, and making the business more responsive. and opportunities,” he says. “By automating Endsleigh employees can easily transpose their commission payments through Microsoft Dynamics working environment for their home environment. If CRM, we have increased one segment of business tenfold without needing extra accounts people to PAUL NICHOLAS, REBECCA SMITH AND PETER LEAHY OF ENDSLEIGH INSURANCE SERVICES manage the business processes.” The integration features in Dynamics CRM 4.0 have helped Endsleigh prepare itself to work through ENDSLEIGH AT A GLANCE As a leading UK specialist in insurance and financial services products for career people, Endsleigh prides itself on its status as an independent intermediary: – Founded in 1965 by the National Union of Students – Quickly expanded into offering financial services to graduates and career people – Ranked one of the UK’s fastest-growing businesses in 2003 – 85 per cent of new sales originate from the Web. 19