IBM Case Studies Creating exceptional customer experiences to drive competitive advantage

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	Creating exceptional customer experiences to drive competitive advantage IBM

Creating exceptional customer experiences to drive competitive advantage

IBM

Technology Category	Application Infrastructure & Middleware - API Integration & Management Application Infrastructure & Middleware - Data Exchange & Integration Application Infrastructure & Middleware - Middleware, SDKs & Libraries
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation Sales & Marketing
Use Cases	Process Control & Optimization Regulatory Compliance Monitoring
Services	Software Design & Engineering Services System Integration
Challenge	Rabobank, a multinational banking and financial services company, was facing the challenge of understanding individual customer needs and responding with personalized services. The bank's local branches were taking tailored approaches to customer management, which made it difficult to gain a clear view of each customer's history, channel preferences, priorities, and behaviors. The in-branch personnel had to switch between multiple systems to build up a full picture of customer interactions across the bank. This was a time-consuming process that delayed response to customer demands and made it difficult to understand how to best serve each customer. Read More
About Customer	Rabobank is a multinational banking and financial services company formed in 1972 and headquartered in Utrecht, Netherlands. The bank has operations across Europe, North America, and Australia, employing more than 46,000 people and managing assets of more than EUR 674 billion as of June 2015. The rise of new digital technologies and growing competition are redefining the banking industry. To survive and thrive in this turbulent market, Rabobank must focus on driving high operational efficiency and delivering excellent, personalized service. Read More
Solution	Rabobank partnered with IBM to consolidate more than 50 systems into a single Oracle customer relationship management platform. This empowered teams with unprecedented insight into clients. The bank uses Oracle Siebel CRM solutions in combination with Oracle Policy Automation to create straight-through processing flows for tasks such as issuing new bank cards. This functionality is also important to help deliver fine-grained reports for the bank’s business users, facilitating compliance with increasingly stringent regulatory reporting requirements. Moreover, compliance checks for sales activities are now fully automated. To provide a rock-solid foundation for its Oracle application landscape, Rabobank takes advantage of leading IBM Power Systems servers, running the IBM AIX operating system. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Application Infrastructure & Middleware - Data Exchange & Integration

Application Infrastructure & Middleware - Middleware, SDKs & Libraries

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Sales & Marketing

Use Cases

Process Control & Optimization

Regulatory Compliance Monitoring

Services

Software Design & Engineering Services

System Integration

Challenge

Rabobank, a multinational banking and financial services company, was facing the challenge of understanding individual customer needs and responding with personalized services. The bank's local branches were taking tailored approaches to customer management, which made it difficult to gain a clear view of each customer's history, channel preferences, priorities, and behaviors. The in-branch personnel had to switch between multiple systems to build up a full picture of customer interactions across the bank. This was a time-consuming process that delayed response to customer demands and made it difficult to understand how to best serve each customer.

About Customer

Rabobank is a multinational banking and financial services company formed in 1972 and headquartered in Utrecht, Netherlands. The bank has operations across Europe, North America, and Australia, employing more than 46,000 people and managing assets of more than EUR 674 billion as of June 2015. The rise of new digital technologies and growing competition are redefining the banking industry. To survive and thrive in this turbulent market, Rabobank must focus on driving high operational efficiency and delivering excellent, personalized service.

Solution

Rabobank partnered with IBM to consolidate more than 50 systems into a single Oracle customer relationship management platform. This empowered teams with unprecedented insight into clients. The bank uses Oracle Siebel CRM solutions in combination with Oracle Policy Automation to create straight-through processing flows for tasks such as issuing new bank cards. This functionality is also important to help deliver fine-grained reports for the bank’s business users, facilitating compliance with increasingly stringent regulatory reporting requirements. Moreover, compliance checks for sales activities are now fully automated. To provide a rock-solid foundation for its Oracle application landscape, Rabobank takes advantage of leading IBM Power Systems servers, running the IBM AIX operating system.

Impact #1	Rabobank has replaced some 53 sales, product and customer management systems into a centralized platform, giving teams a single source of truth on customers.
Impact #2	The new approach has helped Rabobank to learn more about customers’ needs, preferences and expectations, and use this insight to build more loyal and profitable customer relationships.
Impact #3	Introducing a centralized CRM platform and increasing automation has brought a newfound agility to operations at Rabobank.

Impact #1

Rabobank has replaced some 53 sales, product and customer management systems into a centralized platform, giving teams a single source of truth on customers.

Impact #2

The new approach has helped Rabobank to learn more about customers’ needs, preferences and expectations, and use this insight to build more loyal and profitable customer relationships.

Impact #3

Introducing a centralized CRM platform and increasing automation has brought a newfound agility to operations at Rabobank.

Benefit #1	Delivers a single, 360-degree view of clients for more personalized service
Benefit #2	Up to 64% time-saving by automating tasks such as credit-card issuing
Benefit #3	99% faster onboarding enables Rabobank to add new clients in minutes

Benefit #1

Delivers a single, 360-degree view of clients for more personalized service

Benefit #2

Up to 64% time-saving by automating tasks such as credit-card issuing

Benefit #3

99% faster onboarding enables Rabobank to add new clients in minutes

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Overview

Creating exceptional customer experiences to drive competitive advantage

Operational Impact

Quantitative Benefit