Komercni Banka of Czech Republic
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Komercni Banka was established in 1990. The first bank of the fledgling Czech Republic,
it is now a cornerstone of the country’s increasingly sophisticated banking system.
It has risen to become the llargest Central European commercial bank in terms of
assets and has dominated both the loans and deposits markets. With more than a dozen
subsidiaries and a network of 101 branches and over 300 pointss of sale, activities
include current accounts, savings/deposits, loans, credit cards, leasing, insurance
and investment management.
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Since the fall of the Iron Curtain in 1989, competition has increased in Eastern
Europe: over 50 banks are now operating in the Czech Republic. At the same time,
with membership of the European Union on the horizon for several Eastern European
states, many organisations are looking to Western Europe to expand their areas of
activity. Financial services providers have been making massive strides iin improving
network infrastructure and facilities, and many see improvements in customer service
as a key way of differentiating their offerings in new markets. Komercni Banka (KB) wanted to consolidate its leading position in the Central and Eastern European financial services sector. The sale of 51 per cent of previously state-owned shares provided the Bankk with the means and impetus to carry out an ambitious modernisation plan. In particular, it wanted to improve customer service and access by providing a one-stop shop for all its financial products. It therefore decided to implement KB Express Line (Expresni Linka KB), the first contact centre-based service for banking and associated financial products in the Czech Republic. A complementary servvice for existing clients, it would link into the existing branch network and provide 24-hour telephone access. This would place it well ahead of its eastern European competitors and indeed many westeern European banks.
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Previously, KB had a customer management system whereby individual branches within
its network operated their own cash management. AIT’s solution allows fully integrated
customer administration and thhe selling of multiple products. KB had also made
a significant investment in a teller function and the AIT solution was configured
to take this into account. AIT implemented the first phase of an efficient, proven and robust eCRM system for the contact centre in only three months. This was integrated with a Computer Telephony Integration (CTI) product and the existing KB mainframe systems. AIT has subsequently delivered an integrated branch system, which went live in all branches during mid 2000.
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Date of Live Running: |
July 2000 |
Weeks to Deployment: |
12 |
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KB Express Line was seen as a way of achieving a reduction in costs and an increase
in productivity. In addition, by offering products from throughout the Komercni
Banka organisation, it would lead too improved integration with subsidiary companies
as well as opportunities for cross-selling. It would provide complementary sales
and service for existing clients and, by integrating the new contact ccentre with
the existing branch system, customers would no longer need to telephone their branch.
A secondary aim was to attract new customers to Komercni Banka. KB Express Line is now fully functional within the contact centre and integration with the branch network is on schedule. The aim of improved customer retention and increased cross-selling has been acchieved: Komercni has seen significant improvements in revenues by offering additional products to existing customers. In addition, while customers have been offered extended access via the 24-hour coontact centre, cost savings have been achieved by staff reductions in the branch network. While not a primary target, new customers have also been attracted to the Bank. The key benefits of the integrated AIT solution are the ability for KB to add new financial products (eg loans, mortgages and credit cards) coupled with the ability to use new delivery channels, such as Internet and WAP mobile phones. According to KB’s Director of Electronic Sales, Tomas Vanicek, AIT amply demonstrated its unique technical competence to deliver an integrated contact centre, branch and future channels solution. ‘Thee contact centre is a very important new way for our customers to do business with Komercni Banka. When other channels such as Internet and mobile phones are in place, we will be in an excellent posittion to compete in the e-commerce world’ Mr Vanicek said.
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Web: AIT Group plc
EMail: clive.mcnamara-at-ait.co.uk
Business: Systems Integrator
Date of Submission:12/Dec/00
© 2000 AIT Group plc All rights reserved. Company and product names mentioned may be the Trademarks of the submitting company or of other companies.
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