Kevin Kinyanjui - Information Systems Director, Kenya Airways Oracle Day 2011, Keynote

1. Transforming Your Business Through IT
The GTBank Experience
Dare Adeyeri
General Manager
Guaranty Trust Bank plc
November 2011
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2. Outline
Business Dialectics
Defining Work Processes
Making Better Decisions
Understanding the direction of technology
Driving Business Transformation
The GTBank Experience
Duration Estimate: 60 min.
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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
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4. Designing Work Processes
• Process Library / Catalogue
– Activities, outcome and dependencies (inputs, outputs)
• Process Management
– Workflow
• Process reengineering
– Review, research
• Process Obliteration
– New Technologies
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5. Enhancing Productivity / Engendering
High Performance
• Transactions processing
• Workflow automation
• Straight-Thru Processing
• Performance Metrics
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6. Making Better Decisions
• Business Intelligence
• Data Mining
• Learning
• Leveraging Information insights
• Supporting business acquisition
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7. Understanding The Direction of
Technology
• Virtualization
• Cloud Computing
• New Media
• Smart Data Centers
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8. Driving Business Transformation
• Governance
• Discipline
• Enterprise Architecture
• Transparency
• People and Culture
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9. √ Oracle @ GTBank
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10. Oracle @ GTBank
Transactions processing
Customer Relationship Management
Enterprise Resource Planning
Identity Management
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11. Oracle @ GTBank
1. Oracle Database Enterprise Edition
2. Real Application Clusters
3. Discoverer Desktop Edition
4. Human Resources
5. Learning Management
6. Payroll
7. Self-Service Web Applications
8. Human Resources Intelligence
9. Scripting
10. TeleSales
11. Email Center
12. Advanced Outbound Telephony
13. Enterprise Single Sign-On Suite Plus
14. Identity and Access Management
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12. √ GTBank CRM
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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
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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
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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)
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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
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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
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18. Future Outlook
Business Intelligence
Procurement / Fulfillment
Oracle Financial Services Analytical
Applications (OFSA)
Regulatory Capital
Liquidity Gap
Profitability
Web and Mobile integration
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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
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20. ???
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