Delivering the Business Value of IBM Workplace Solutions for Banking

Transcription

1 Banking On Demand Delivering the Business Value of IBM Workplace Solutions for Banking Wuttichai Koasakul Project Executive Virtual Link Solutions Tel:

2 Drivers of Bank Spend Efficiency Resilience Growth Reduce operation costs Simplify business structure Focus on core activities Regulatory compliance Ops., credit & market risks Optimal capital allocation Expand wallet share Fee vs. Margin Income Sustainable differentiation Efficiency Ratio Non-Interest Expense Loss Reserves Tier 1 & 2 Capital Market Share Cross-sell ratios 2

3 Top IT Vendors in Banking 25 Top 10 companies in Financial Services Technology Ranked by American Banker & Financial Insights Total FSS revenue in $Billions IBM HP EDS CSC Fujistu Accenture Cisco Microsoft Sun Hitachi 3

4 Banking is an important franchise for IBM Banking as a % of Total GMV IBM s Banking industry 7% 83% Banks account for just 7% of total IT spending (GMV), but Banking accounts for 15.7% of IBM s revenue (S&D). Banking is the largest of IBM 17 industries, and Banking accounts for 17% of IBM s profit (S&D). With $6.2B gross profit, Banking is IBM s largest profit driver. IBM Banking has 20% market share, > next 5 competitors combined Banking Revenue as a % of S&D 15% 85% Banking GP as a % of S&D 83% 17% FY Forecast Rest of IBM Banking 4

5 Banking Business Solutions Insight Multi-Channel Banking Front Office Growth Business Management Distribution Resilience Insight Manufacturing Processing Risk Management Risk & Compliance Technology Management On demand Infrastructure Efficiency Banking Back Office Core Systems Payments 5

6 IBM Banking Reference Architecture is focused on providing an efficient & reusable structure for Model, Assemble, Deploy and Manage banking components Staffed channels Platform Call center Access services Device enablement Role-specific channel applications Teller Channel Interaction Common business logic Customer profile External partners ATM/POS networks Payment networks Exchanges Clearing/settlement Custodians Enterprise integration Integrated customer view Consolidated client info Complete contact history Customer Info Contact history Core business processing Authentication Platform sales Marketing External process gateways Banking ATM Phone Teller Self-service channels Web Wireless Access control IBM Workplace Content delivery Dialog management Personalization Collaboration tools Retail customer (ATM) Retail customer (Web) Retail customer (IVR) Call center agent. Small business customer (Web) Sales Business transactions Service / customer care Advice / decision support. Fulfillment Process integration Transaction integration Information integration External info gateways External data Account aggregators News Market data Exchange rates Investment pricing Investments Insurance Payments ERP Systems Enterprise services Business analytics Data mining Segmentation Campaigns Reporting Data Warehouse Data marts 6 Front Office Transformation Strategy

7 IBM WebSphere Portal Version 6.0 Meeting the New Requirements for the Front-End of SOA Helping Organizations to Rapidly Respond to Change Integrate with IBM WebSphere Portlet Factory AJAX support to deliver compelling user experience Easy-To-Use Composite Application Templates Flexibility to easily customize interfaces Leverage new workflow builder Portlet Palette & Enhanced Portlets Helping Increase Organizational Productivity and Operational Efficiency Enhanced IBM Workplace Web Content Management Leverages IBM Workplace Forms (e-forms) capabilities Fly Out Menus & Page navigation Drag & Drop support Enhanced Search Native MS Windows & MS Office Integration 7

8 Industry Impact: Technology Convergence Driven by solution purchasing and need to reduce integration costs Teamrooms Presence & Instant Messaging Learning Community Web Conferencing Information Retrieval Content & Document Management Portal Framework Integration platform Multi-channel Access Expertise Location Systems Management Application Servers Data Storage User Process Integration Process Management 8

9 Portals are being deployed today to deliver business values B2E Portals improve employee productivity and speed decision making B2C Portals increase customer loyalty and cross-sell revenue B2B Portals build partner relationships through integration with your business processes Content Applications People Processes Common portal framework reduces costs and meets changing requirements 9

10 What is a Portal = Single User Experience Role Based CRM Teller Personalization Content Management Customization Security Collaboration Navigation ehr Syndicated Rates Integration at the Glass Single Sign On Claims 10

11 IBM WebSphere Portal: The Framework for Flexible Interaction Services IBM Workplace Dashboards IBM Workplace Forms Rich Clients IBM Workplace Collaboration Services Browser IBM Workplace Composite Products Mobile Clients IBM Lotus Notes /Domino 11

12 Business portals provide the personalized, integration point for applications, content, information and people Access On Demand Customers Interactive User Experience Partners Employees Selling and Channel Management Suppliers Business Portals Developers Application Development Content Applications Host Environment Open Source Community Open Source Open Services Infrastructure Enterprise Modernization 12 12

13 Dynamic Workplace with peripheral vision that s right for each role in your FRONT OFFICE Branch Manager Platform Agent Options Composite Application Renovate green screens Instant Messaging Office Dashboards System Services Local Services Alerts News Mobile Lender Branch Teller 13

14 Executive Dashboards at work Translates company strategy into execution Enables cascading, interlocking and linking specific objectives internally and externally Supports real time management of relevant metrics, forecasts, etc., that affect achieving objectives Rapid resolution of existing and projected gaps in plans to meet objectives Dynamic change management system to quickly push, reach agreement, and implement modified objectives Embedded collaborative services to support correcting objective shortfalls 14

15 Repository of Reusable Design Components Reusable components (Builders) capture dashboard design patterns, speeding creation of custom portlets. Hierarchy Drill Down Status Page Summary & Drilldown Summary Row Query Filter Record List & Detail Status Indicator 15 Workplace Composite Products 5/21/

16 Performance Dashboards properly implemented provide a valuable tool for executives to improve their decision-making and business execution Aler Data Filters ts Hi-Fidelity Charts Drill Downs Utilities (Export, Print) 16

17 Drive Alignment and Accountability Graphical UI instantly shows areas that need attention Shows dependencies and potential performance gaps Clarifies goals, targets and measures for an organization and the individual Assigns concrete, measurable targets at all levels of an organization 17 17

18 Dashboard KPI Catalog No Charge Financial Services KPIs! Banking/Lending KPIs Loan Portfolio Distribution by Geography Processing Costs By Geography IT costs FTE costs At Risk Internal Processing Issues Loan Revenue Net Charge Offs Loan Count Non-performing loans Average Transaction Size Loan Processing Time By Geography by Loan Type By quarter Total Loan Count History By Geography Total Finance Issue Summary Severity Level Customer Representative Date 18 18

19 Branch Manager Workplace Banking Front Office 19 branch_hm.htm

20 Branch Platform Officer Workplace 20

21 Branch Teller Workplace 21

22 Branch Teller Workplace Banking Front Office 22

23 Application Coexistence Banking Front Office LWP(SWT) Applications Web Applications Portlet (WPS) Applications Native Applications 23 System Services Text Terminal Emulator Java Apps & Applets

24 Once the strategy and processes have been defined, IBM designs and builds an integrated desktop solution utilizing Rich Client Portal technologies CTI integrated into Expeditor desktop Customer & interaction information from CRM system Transactional functions Call wrap-up buttons Real time agent performance stats Agent scripting available concurrently with all other applications Tab access to 3270 terminal session 24

25 25 Customer References

26 26 RaboBank

27 Bank Bumiputra Bumiputra Commerce Bank Bumiputra Commerce Bank Bumiputra Commerce Bank 27

28 28 Bank Hapoalim

29 Bank Hapoalim Particulars Business need To provide its worldwide customers with fast and convenient services around the clock, Bank Hapoalim had implemented an online banking solution. The bank originally used BroadVision software to develop the solution, but the application rapidly proved difficult for the bank to maintain. Bank employees found that adding new or updating existing Web sites was both complex and timeconsuming, leading the bank to search for another solution. Benefit of the solution: Implementing IBM's industry-leading portal solution has helped Bank Hapoalim to improve employee productivity and customer satisfaction. The bank can update its Web sites quickly and easily, saving time and increasing adaptability. Portals built using WebSphere software simplify and accelerate user interaction by providing a single point of access to personalized dynamic information and applications. Customers enjoy convenient and protected banking services from any location in a variety of languages. Key factors that led to the IBM sale: The bank decided that the IBM WebSphere Portal Enable solution delivered much more than the BroadVision had, and the new software better fit the bank's existing environment. Sales approach:ibm displayed the WebSphere Portal Enable software's capabilities and a roadmap that the bank liked very much. Find the individual who will support the solution from the client side. 29

30 30 Fifth Third Bank

31 31 Abu Dhabi Securities Market

32 32 Met Life Investors

33 33 Macif (French Insurance Company)

34 The Challenge: Build e-relationship with customers & agents to deliver more responsive customer service, while also lowering operational costs The Solution: WebSphere Portal selected to provide a single platform for deployment of integrated Java and non-java applications. Policyholders can access updated account information in realtime & across products Upgrade e-relationship with customers as a means to competitive advantage Insurance customers are enjoying a much richer experience And the big payback for Prudential is moving transactions out of the call center & to the Web site--resulting in a significant year-on-year reduction in call volumes. - David Kennington, Prudential, VP of IS On Demand Business Benefits: Supporting 300,000 registered users 400 new registrants and 8,000 unique visits a day WebSphere Portal easing burden on call center staff, enabling representatives to focus on value-added tasks 15% of exchanges and 5% of redemptions are processed online. 34

35 And Many More Maybank Malaysia BNP Paribas Comerica First Bank Citibank World Bank Midanao Akbank Banco Azteca Bumiputra Commerce Bank Taiwan Cooperative Bank 35

36 And even more everyday 36

37 Customers Benefit from Information Integration Financial Services Communications Industrial Public Sector Distribution 37

38 38