Multi-channel strategy in Banking - Detecon

Financial Services · Case Study · 02/2004
Client
Branch
Project Term
Client Benefit
at a Glance
The Challenge
The Partner
The Task/Solution
Bavarian State Bank (Bayerische Landesbank- BayernLB)
Financial Services
October 2002 until December 2003
DETECON
Consulting
Multi-channel strategy in Banking
The Bavaria-wide service centre as a Telephone Banking Joint Project
of the Bavarian Savings Banks and the Bavarian State Bank
The launch of a state-of-the-art service centre and the assurance of project success
through: structured procedures and detailed project planning; optimal technical support
of all business processes; impartial selection of suppliers and service providers; coordination
of all concerned project parties; efficiency control and quality assurance of all
project results
In the course of the multi-channel strategy of the Association of Savings Banks of Bavaria
(Sparkassenverband Bayern), the decision was made to provide all customers of the Bavarian
Savings Banks and the Bavarian State Bank with an extensive service offer through
telephone as the distribution channel. Because of economies of scale gained through
centralization, smaller savings banks could offer their customers attractive conditions for
telephone banking services.
The Bavarian State Bank was selected as the project-executing organization and was
responsible for establishing service centres in Bavaria. CommuniGate GmbH in Passau -
in which the Bavarian State Bank holds an indirect share of 50% - operates the service
centres. Detecon International GmbH was assigned to take over the management of the
Subproject Technology.
Establish telephone banking service centres throughout Bavaria; Once service centres
were operational, account and depot information, account transactions, and brokerage
were key activities.
Within the scope of the management of the subproject technology, Detecon carried out
the following tasks:
● Coordination of the suppliers (Association of Bavarian Savings Banks, IT of the
Bavarian State Bank, IT Service provider IZB-Soft, Operator CommuniGate) with the
general contractor Siemens and the distributor Crealog
● Quality assurance of the results
● Consolidation of Interests of all concerned parties
● Identification of project risks and open points; development of proposals for solution
and initialization of the conversion
● Early examination of the technical feasibility of solution proposals for other
Subprojects such as business incident specifications and operational processes
● Monitoring of critical dates and schedule management

Financial Services · Case Study · 02/2004
Multi-channel strategy in Banking
The Bavaria-wide service centre as a Telephone Banking Joint Project of the Bavarian Savings Banks and the Bavarian State Bank
The Procedure
Client Benefits
www.detecon.com
info@detecon.com
DETECON
Consulting
Detecon has a specific task model developed through numerous experiences in the design
and setup of call centres. Detecon’s prior experience and designed task model formed
the basis for the work in this project.
Detecon established four project phases:
Phase I: Project initialization: In the course of the project initialization Detecon’s procedural
model was detailed according to the specific project situation. The result was a
structured subdivision of the project, which enabled early clarification of roles and responsibilities.
In addition, Detecon’s deep experience was particularly useful in the establishment
of a reliable management plan including time and budget estimations.
Phase 2: Application strategy: Before beginning with a detailed requirement specification,
important strategic decisions had to be made to define the technology components.
This included the use of IVR systems (Interactive Voice Response) and the corresponding
basic technology, such as control by audio-choice, speech recognition, or natural language
portal. Recommendations for decision-making and a system architecture resulted
from Phase 2.
Phase 3: Conception and definition of the requirements: Phase 3 resulted in:
● coordination and finalization of the technological feasibility of the business processes
in the service centre
● compilation of product requirement specifications for the system components
● announcement of the system supplies and system integration services and evaluation
of the parties tendering
● selection of a system integrator as a general contractor
● compilation of a software design for adjustment of the own systems
Phase 4: Realization: In the implementation phase Detecon
● coordinated suppliers
● undertook efficiency control and quality assurance
● arranged the IVR dialogues, produced IVR texts, and undertook extensive tests
● clarified and coordinated the acceptance procedure for all parties
● supported the starting phase and the first round of the IVR optimization
Strategic Benefits
● realization of the multi-channel strategy in an efficient joint project
● very good solution scalability
● state-of-the-art solution with a highly guaranteed future
● reliable management plan
Operational Benefits
● impartial coordination between the joint partners and achieving effective cooperation
● assuring that deadlines were met
● overall high quality results through active quality assurance