Empowering people through technologydownload.microsoft.com/documents/australia/biztalk/post...SS 2...

SS 1 SPONSORED SUPPLEMENTSPONSORED SUPPLEMENT The Asian Banker Journal

sponsored supplement

Contents Multi-channel Banking Page ss 4

Developing Innovative Solutions Page ss 6

Partner Solutions Page ss 8

Payments Platforms Page ss 10

Supporting Effi cient Enterprise Page ss 11

Empowering people through technology

SS 2 SPONSORED SUPPLEMENTSPONSORED SUPPLEMENTThe Asian Banker Journal

Better performance, more efficiency and lower costs are just some of the

key benefits of the Misys Opics Plus solution built in the Microsoft .NET framework.

Misys Opics Plus is the Microsoft award winning front-to-back treasury and capital markets solution. It provides a

single cross-asset platform that covers an impressive range of products from FX & MM and fixed income through to

complex derivatives. The .NET fully flexible, customisable user environment delivers real-time trading, position

keeping, risk management and full workflow management.

In Asia, Misys is a market leading provider servicing over 75 clients in 10 countries across the region.

Experience the advantage of a solution built using the very latest technology.

Contact us today at [email protected] or visit our website www.misys.com/banking

Misys Opics Plus / Microsoft Award Winning Solution

Harnessing the Network of Banking Intelligence


foreword

Empowering banks’ primary asset: peopleHowever innovative Asia’s fi nancial institutions are at using technology, ultimately it is their people who create new products and services, promote effi ciency through new processes, and help customers achieve their fi nancial dreams

Microsoft’s focus on People-Ready Business for the fi nancial services industry refl ects the importance of the human element in the com-plex and competitive world of fi nance. Technology enables people to fulfi ll their potential, delivering great results for the business and for the customer. Technology can only help people achieve these goals, however, if it is intuitive and easy to use. It must not force people into rigid ways of doing things, hindering their creativity and potential, but must be a tool of empowerment, helping people’s vi-sions become reality.

In order to address the needs of the international banking community, we have identifi ed key business areas crucial for our customers, and through working with our partners, have developed innovative, cost effective solutions to meet their needs.

Advisor platforms Asia Pacifi c’s wealth management industry is booming, and fi nancial advisors play an important role in helping banks form lasting, intimate relationships with affl uent customers. Microsoft products and tech-nologies, together with partner-led solutions, enable fi nancial advisors to work more effi ciently across information sources and distribution channels to better serve clients.

Channel renewalOur approach to channel renewal helps banking institutions make their investment in renewing one channel, be it ATM, call centre or

teller system, a potential investment in all channels, aiding the drive towards lower IT costs and cross-channel consistency for customers.

Enterprise risk management and complianceEmbedding holistic enterprise-wide risk management and compliance frameworks is essential for modern fi nancial institutions. The Micro-soft approach incorporates an architectural model to help fi nancial fi rms align IT and business processes.

Core bankingCore banking is an essential focus area for Microsoft. It is a strategic approach to renewing core systems in a phased, strategic and modular manner, enabling reduced risk and leveraging component-based ar-chitecture and best-of-breed partners.

PaymentsOur focus on payments helps customers put in place a more modern, integrated, and competitive payments platform, which can increase transactional revenues as payment volumes increase.

This supplement showcases how several forward-looking fi nancial institutions in the Asia Pacifi c have benefi ted from the unparalleled range of technology solutions offered by Microsoft.

We hope you fi nd it useful and informative. Please do not hesitate to contact us for any queries you may have.

Wolfgang BoehmDirector, FSI Asia-Pacifi c Microsoft [email protected]

Winning industry accoladesThe Microsoft approach to empowering employees and even customers to drive business success has won many accolades, most recently The Asian Banker IT Implementation Award in two categories: best multi-channel capa-bility with OCBC Bank in Singapore, and best CRM/Applications project with the Commonwealth Bank of Australia.

The IT Implementation Award is the most prestigious IT project accolade in the region’s fi nancial services industry. After a rigorous evaluation process con-ducted by an international panel of judges, only four winners emerged from 140 nominees. Underlining its commitment to the fi nancial services industry, two awards went to Microsoft.

Microsoft is honoured to be recognised as one of the leading contributors to the evolution of fi nancial services best practices throughout the region. We are committed to further enhancing our role as a trusted advisor, with a strong focus on the banking industry to help our customers to realise maximum value from their technology investments.


mult i-channel banking

Delivering an integrated customer experience through multi-channel bankingIn today’s competitive banking environment, it is essential that banks work to renew existing delivery channels while seamlessly integrating new ones

The Microsoft Channel Renewal approach enables the development of reusable business com-ponents, which help banks extend their investment in any one channel to all channels. The ben-efi ts are speed of development, speed of integration, lower cost of deployment and ownership and the ability to provide customers with a consistent cross-channel experience.

See how the Microsoft Channel Renewal approach enabled a Thai bank to transform itself from a fi nance company into a modern bank favoured by Thailand’s technology-savvy young profes-sionals. In Singapore, the Microsoft®.NET Framework helped one of the leading banks in the country to become the clear market leader in the mobile banking fi eld, providing its busy cus-tomers the ability to perform a broad range of fi nancial transactions from their mobile devices.

In the final days of 2005, Thailand’s ACL Bank set out to provide innovative bank-ing services in order to set itself apart from the others.

Previously Asia Credit Public Company, Thai-land’s fourth largest fi nance company with a business focused mainly on basic products such as loans and promissory notes, had completed all the requirements to turn itself into a bank and attain its banking license.

In the banking business, services and prod-ucts tend to be very similar commodities. As a newcomer, ACL Bank wanted to provide a more interesting product different from that of other banks. The bank’s management quickly saw that superior customer care through the deployment of technology would be essen-tial to success, and it turned to Microsoft to make this vision a reality.

Case Study:Case Study: ACL Bank

Thai bank uses technology to punch above its weight

Thailand’s ACL Bank harnesses cutting edge technology to successfully com-pete against larger, more established rivals – at an affordable cost

It is impossible to walk down the street, ride a bus, or visit a restaurant in Singapore with-out seeing several people tapping away on their mobile phone’s keypad. According to Infocomm Development Authority (IDA) sta-tistics, mobile penetration in Singapore was above 100% in November 2006, up from 99.3% in May, and 3G penetration among mobile users also shows strong momentum.

To take advantage of this, Singapore’s OCBC Bank leveraged on their Multi-Channel Plat-

form, built on Microsoft®.NET, to help rapidly and effectively launch its innovative OCBC Mobile Banking Service.

“Mobile banking is a very strategic fi t for OCBC Bank,” says Patrick Chew, Head of Delivery for Consumer Financial Services. “Moving for-ward, we see this as a new channel for custom-ers to access banking transactions and services. It completes the bank’s multi-channel strategy where all the channels are inter-dependent and work in unison to service our customers.”

The concept of mobile banking is not new. The idea generated much interest in the nine-ties, but the technology for robust, secure mobile banking had yet to arrive, and the general public had yet to embrace internet banking. By 2005, however, it was apparent to OCBC that the era of mobile banking was imminent. It had observed a progression in the way customers interact with banks, with the point of interaction moving from branch-es, to ATMS, to internet banking. Logically, mobile banking would follow.

Case Study:Case Study: OCBC Bank

Banking on the move in Singapore

Microsoft®.NET provides Singapore’s OCBC Bank a reliable, secure and man-ageable channel integration solution for its OCBC Mobile Banking offering

Patrick ChewHead of Delivery for Consumer Financial Services


Given its small branch network compared with larger banks, ACL also knew success would rely on its ability to provide services that would use electronic channels such as internet banking and call centres the primary channels to customers. “If an employee has accurate information, there can be more fl exibility when providing client services,” says K. Thongchai Ananthothai, President, ACL Bank.

The challenge of costOne challenge for ACL Bank was that most packaged solutions available for the banking industry are designed for large banks so there is a high technology entry cost for buying big applications and hardware. What’s more, ACL Bank was once a traditional 9-5 fi nance company located just in Bangkok, but was now transforming itself into a 24 x 7 bank operating nation-wide, so that changing from one type of business to the other presented extra cost challenges.

As part of its strategy to maximise its invest-ment, ACL Bank recognised that by em-ploying the Microsoft Channel Renewal ap-proach, it could keep the cost of technology ownership proportionate to its size, growing its capabilities as the bank grew.

This scalability gave ACL Bank the chance to capitalise on its youth. It was able to affordably create a new, innovative busi-

ness model completely from scratch – a model based on best-in-class processes and technology. Management compared the bank at that stage to a sheet of blank paper: the key would be developing inno-vative ways to present products and serv-ices to customers.

To assist with the creation of a new busi-ness model for the bank, Microsoft worked with Technology Connexion, a Microsoft partner with extensive banking experi-ence. Technology Connexion helped ACL Bank combine various new technologies into a complete system that would answer its needs. Microsoft’s expertise in software and branch banking, coupled with Tech-nology Connexion’s experience in opera-tions and core banking systems, ultimately helped ACL Bank differentiate itself from its competitors.

“Clients can get service by internet and telephone, plus the customer relationship management system delivers more knowl-edgeable service, because the bank knows more about customer preferences,” added K. Thongchai.

The new features and services are based on the Multi-Channel Integration of the inter-net, phone and walk-in channels. This was made possible by the use of Microsoft CRM, Microsoft® SharePoint® Portal Server 2003.

“Microsoft helped ACL Bank design a tech-nology solution that was new to Thailand,” he continues. “This technology is not new overseas, but it is defi nitely new in Thailand, and that gives our bank the cutting edge.”

Increased brand awarenessIn 2004, the bank had already enhanced its In-ternet banking services by bringing this channel onto Microsoft®.NET. OCBC Bank’s CRM inte-gration with online channels on the Microsoft platform had helped increase brand awareness and customer mindshare. It also gave the bank the ability to quickly deploy cost effective mar-keting campaigns through its various channels, increasing the bank’s targeted marketing reach. This resulted in additional users, increased transactions, and strong customer feedback.

In 2005, investment in Microsoft®.NET al-lowed OCBC Bank to make use of existing ar-chitecture to extend its customer offerings to the mobile phone channel, and it started of-fering secure mobile banking on the i-mode platform through Singapore’s second larg-est mobile operator, StarHub. In June 2006, OCBC Bank launched OCBC Mobile Bank-ing, the fi rst-ever Mobile Bank Portal with interactive, secured mobile services available on both GPRS and i-mode platforms on all three of Singapore’s mobile networks.

Country: Singapore

Customer: OCBC Bank

Challenge: OCBC Bank needed to enter the lucrative mobile banking market quickly, but was keen to leverage its existing architecture.

Solution: Leveraging its investment in the Microsoft®.NET Framework, OCBC Bank was able to quickly integrate OCBC Mobile Banking into its existing architecture and increase its profi le among the key 25-35 years old demographic.

Ultimately, the fl exibility and scalability of Microsoft®.NET let OCBC Bank enjoy cost effi ciencies and a faster time to market. The bank found it was able to scale up existing .NET capabilities quickly and use the same architecture to extend its customer offerings to a promising new channel.

Many of the avid users of OCBC Mobile Banking are in the coveted 25-35 years old age group. OCBC Mobile Banking lets them conveniently perform a broad range of bank-ing services while on the go. Says Chew: “It is really about our customers and helping them to stay connected to their fi nances. The power of OCBC Mobile Banking lies in providing our customers secured banking in a connected universe. They can now truly bank anywhere and anytime; it is like having a ‘Bank in your Mobile’.”

In March 2007, OCBC Bank, together with Mi-crosoft, became the sole recipient of the Best Multi-Channel Capability 2006 Award in the Asian Banker IT Implementation Awards.

K. Thongchai AnanthothaiPresident, ACL Bank


innovat ive solut ions

Developing innovative solutions for fi nancial organisations

Today’s business world is constantly evolving. People increasingly rely on tools that provide greater connectivity to corporate resources, the internet and each other. Experience shows that major new releases of Microsoft® Windows Vista™, the 2007 Microsoft® Offi ce system and Microsoft® Exchange Server 2007 spark a wave of growth and innovation across the business community in Asia-Pacifi c and world-wide. Familiar and easy-to-use, the products are designed to easily connect and integrate with current business technologies, empowering employees to drive busi-ness success. Learn how fi nancial institutions have enhanced their service offerings through implementing these new releases.

Upgrading an operating system across an entire bank can be a challenging ex-ercise. Very often, the upgrade involves thousands of computers, and the software needs of individual users and departments can vary greatly.

What’s more, the array of legacy applications developed over time need to work well with the new operating system, as application downtime has to be avoided. However, new technology can greatly improve user pro-ductivity and security in today’s competitive banking industry, as Indonesia’s LippoBank recently discovered.

Rapid developmentLast year, LippoBank decided to refresh its entire IT infrastructure and took the oppor-tunity to participate in the Rapid Develop-ment Programme of the Microsoft® Windows Vista™ operating system. With 400 branches in 120 cities throughout Indonesia, in addi-tion to 692 ATMs and 8000 EDC terminals, a successful upgrade would have a substantial impact on employee productivity.

Early on, it was discovered that the legacy software for running the bank’s ATM network

would not run on Windows Vista. Fortunately, Vista comes with Microsoft Virtual PC 2007, which allowed LippoBank’s legacy software programs to operate as if LippoBank was still using Windows XP, Vista’s predecessor.

“Virtual PC provides a quick solution to in-compatibility,” says Wellianto Halim, Senior Vice President of Information Technology Management at LippoBank. “We may rewrite some applications, but we are expecting the release version of Vista to have even better support for legacy applications.”

Case Study:Case Study: LippoBank

New vistas in banking

LippoBank discovered recently that Windows Vista™ can reduce costs, in-crease productivity and security, and best of all – handle legacy applications.

Wellianto HalimSenior Vice President of Information Technology Management at LippoBank


Case Study:Case Study: ASB Bank

Staying one step ahead

ASB Bank innovates with Microsoft® Windows Vista™ Gadgets to raise con-sumer mindshare.

“We pride ourselves on being a technology leader,” says Peter Muggleston, Group Man-ager, ASB Online & Information Services. “With the imminent launch of Windows Vista, we were eager to explore the new technologies this would offer, and how we might deliver new or enhanced services to our customers.”

Muggleston says Gadgets were easy to work with, and his team found there was a great deal of product information available. “This meant our developers were able to have a prototype up and running in a mat-ter of days,” he adds.

Ultimately, the main benefi ciaries of the ASB Business Gadget are the customers. The ASB Business programme is a superb daily source of key business and market news, but it screens very early in the business day. Using the Gadget allows users to stream the pro-gramme on demand.

“People can keep up to date with business news at their convenience, on their desktop,” says Muggleston. “This is fundamental to Gadget technology – it allows our customers to choose the information they want, when they want it.”

And, of course, Gadgets help keep ASB at the forefront of consumers’ minds.

Country: Indonesia

Customer: LippoBank

Challenge: The need to refresh its entire IT infrastructure, but ensure mission critical legacy applications could still function properly.

Solution: Windows Vista helped LippoBank upgrade its operating system bank wide, and Vista’s Microsoft Virtual PC 2007 compo-nent ensured legacy applications continued working properly. Ulti-mately, security was improved and LippoBank enjoyed lower costs.

The new operating system also has a tool that checks for compatibility problems. This not only determines whether an application is in-compatible, but also helps identify precisely what component of an application causes the incompatibility – in previous versions of Win-dows, compatibility had to be tested manually.

Rapid testing“If you have twenty legacy applications, it may take months to test them one by one,” says Eko Julianto of LippoBank’s IT Security & Architecture Planning department. “This compatibility testing tool is very helpful dur-ing an operating system migration.”

Aside from the compatibility challenge, Lip-poBank had to roll out the new operating sys-tem in all its PCs, but not all the PCs needed the same programmes installed on their hard disks. To help customise installations across the bank, LippoBank used a tool in Vista called Modular Images, which enabled LippoBank to deploy several different hardware confi gurations.

“With Modular Images, we can install the operating software, applications and other

programs on the users’ PCs based on what they do on a daily basis,” says Julianto. “And as we do not have to pay the licenses of the products that we don’t use, we can keep our costs down.”

One other benefi t that LippoBank appreci-ates is improved security. Vista comes with anti-spyware and anti-malware, which are both checked every time the operating system is updated, ensuring LippoBank’s desktop systems are always well patched. What’s more, the BitLocker feature helps ensure the data on a stolen hard drive or laptop is unreadable – a key consideration for a bank.

“Windows Vista will bring more than just cosmetic changes,” says Halim. “It offers more powerful features that support a higher level of productivity, while allowing us to keep costs down.”

After the upgrade, LippoBank now enjoys the best possible data security and is confi dent that that mission-critical legacy applications will continue working.

Peter MugglestonGroup Manager, ASB Online & Information Services

A key challenge for banks is maintaining brand visibility among both customers and potential customers. Both target groups need relevant, useful fi nancial information that they can ac-cess quickly. With the advent of Microsoft® Windows Vista™, New Zealand-based ASB Bank saw an innovative opportunity to use Windows Vista Gadgets – to increase visibil-ity on consumer desktops as well as provide timely business information.

Windows Vista Gadgets are mini-applications users can download to their Windows Vista Sidebar. Gadgets can deliver a range of real-time content, such as live webcams, traffi c maps, games and more. The list is virtually end-less. Seeing this potential, ASB created a Gadg-et any Vista user can download. The Gadget, called ASB Business, provides the ability to stream a TV New Zealand business programme sponsored by ASB. ASB Business also provides stock quotes, interest rates, and market reports – directly onto the consumer desktop.

Country: New Zealand

Customer: ASB Bank

Challenge: The need to provide timely business information and raise consumer mindshare through the innovative use of technology.

Solution: The bank deployed Win-dows Vista™ Gadget, called ASB Busi-ness – a mini-application that provides key business and market news directly onto the consumer desktop.


Partner solutions for success

Microsoft is working with thousands of partners all over the world to develop modern, high-performance, and cost-effective fi nancial management solutions that meet the needs of fi nancial organisations. We have thousands of partners all over the world who under-stand local laws and practices, and to become certifi ed they must prove their expertise in our technology and in specifi c business areas, such as claims processing, market data, and payments. This means that fi nancial fi rms can always fi nd the right Microsoft partner with a profi le and focus that matches their company’s needs, in order to leverage technology to amplify the impact their people can have on developing more profi table customer relation-ships, improving operations and creating innovative products and services. Find out how Microsoft and its partners are working together to help fi nancial services companies con-nect data and business processes across the enterprise for competitive advantage.

partner solut ions

Case Study:Case Study: Maybank Singapore

Customer experience is the key

A new approach to CRM using popular Microsoft applications helps Maybank Singapore provide an improved cus-tomer experience

competitive banking market. The bank has the most extensive network of branches and ATMs of all the foreign banks in Singapore, and its commitment to bringing convenience and value-added services to its customers is as strong as ever – both through traditional and electronic channels.

Recently, the bank embarked on a Con-tinuous Customer Care programme, which aims to use CRM as a tool for differentia-tion, taking advantage of emerging customer trends with a greater focus on “customer experience.” The programme is a true Next Generation CRM plan, and takes into ac-

count lessons learned in past CRM projects at Maybank and other organisations. It also takes best advantage of the latest deploy-ment approaches.

“The primary driver for CRM is, of course, the customer,” says Lim Kuo Siong, Head of IT & E-Business of Maybank Singapore. “Their expectations, needs and demands are always increasing and as such the market will always bring pressure for improvement in these ar-eas. Management will always demand more and better customer information, and cus-tomer facing staff will always want more ef-fective and effi cient tools.”

Maybank is a well-established name in Singa-pore, with a history of nearly 50 years in the

For nearly twenty years, the Bank of China building has been an icon on Hong Kong’s skyline, symbolising the long-term commitment of Bank of China (Hong Kong) to Asia’s most vibrant fi nancial hub. With over 280 branches, 450 ATMS, and several other distribution chan-nels in Hong Kong, BOCHK offers a comprehensive range of fi nancial products to both retail and corporate customers. Underlining its com-mitment to providing world-class service to its clients, BOCHK chose Misys Opics Plus, a treasury and capital markets solution based on Microsoft®.NET, the Microsoft Web services strategy to connect infor-mation, people, systems and devices through software.

As one of the leading participants in the Hong Kong treasury mar-ket, BOCHK provides customers with a range of services in foreign exchange, money market instruments, capital raising, bullion trad-ing, and derivatives such as equity-linked and structured deposits. The company has been using Misys Opics Plus for over a year, during which time it has developed a strong working relationship with Misys. The decision to implement came after the bank saw a demonstration of Opics Plus.

The bank immediately saw the benefi ts of the .NET environment for the user. It was impressed by its fl exibility, highly customisable screens, and ease of use. It also felt the new multi-tiered, parallel processing

Microsoft®.NET architecture would provide faster performance, new functionality and scalability to support growth.

Strong partnership with MicrosoftIn the years prior to the demonstration with BOCHK, Misys had invested considerable resources re-engineering its Opics solution into a service oriented architecture, which would become Opics Plus. “Critical to the launch of Opics Plus was our partnership with Microsoft,” says Murray Sargant, Managing Director, Misys Treasury and Capital Markets Asia. “This partnership resulted in a new solu-tion that offered banks greater function-ality and improved performance.”

BOCHK was soon reaping the benefi ts of the new solution. Opics Plus improved back offi ce processing across a wide range of asset classes including derivatives, fi xed income, and foreign exchange. It also al-lowed increased automation, more effi -ciency, and reduced transaction process-ing costs. The scalability of Opics Plus will also help speed up transaction throughput and allow higher transaction volumes of more complex fi nancial instruments.

The implementation of Opics Plus and the .NET is an important step in BOCHK’s continued efforts to meet its vision of being the customer’s premier bank, whose mission is to build customer satisfaction, offer rewarding career opportunities, and create value and deliver superior returns to shareholders. It notes that one ma-jor global bank using Misys Opics Plus recently reported a four-fold im-provement in straight-through-processing volumes, and that it expects the solution to provide similar results.

Case Study:Case Study: Bank of China (Hong Kong)

Focus on fl exibility and customer service

Implementing Opics Plus, a solution based on Microsoft®.NET, has greatly enhanced treasury operations at Bank of China (Hong Kong)

Murray SargantManaging Director, Misys Treasury and Capital Markets Asia

>>


ING Private Banking is among the world’s top private banks, with more than 74,000 clients around the world and 1,900 staff glo-bally. Asia is an extremely important growth market for the bank and ING Private Banking Asia (IAPB) has enjoyed exceptional growth in revenues and assets under management since 2001. IAPB is well known in the region for its close relationships with clients and the quality of its client-facing staff – turnover at IAPB is well below the industry average. The bank has won several industry awards in re-cent years, including awards for the best on-line service for a private bank in Asia.

“A key pillar of our strategy is effi cient serv-ices provided by good systems,” says Dan-iel Teo, Regional Chief Operating Offi cer of ING Private Banking Asia. “Our standard of reporting to clients is one of our primary business advantages. Few private banks can compete with us in terms of how we measure the performance of our clients’ portfolios and how we report this performance.”

In 2006 IAPB decided to further enhance its best-in-class reporting practices and develop an Internet Portfolio Enquiry System (IPES). The system envisaged would provide clients detailed information about their portfolios through a personalised web portal. After a rigorous vendor selection process, IAPB se-lected Avanade to provide a secure, fl exible, and effective solution that would not only meet the bank’s current needs, but also fu-ture requirements.

The system Avanade developed in partner-ship with IAPB is built on the Microsoft®.NET framework and em-ploys commercially available software products. It has gar-nered many positive comments from cli-ents, who appreciate its transparency and fl exibility. Using IPES, clients can quickly see the current value of their portfolio, its absolute return on in-vestment, and its dis-tribution among dif-ferent asset classes, currencies, industries and regions. Data is displayed in easy-to-read formats, such as tables and pie-charts. In short, IPES gives clients an accurate snapshot of their fi nancial position anywhere, anytime.

ING’s relationship managers report that the client feedback has been very positive. One relationship manager from Dubai says that of the three clients he put on the system, all of them said ING’s IPES is the best they have seen among the private banks with whom they have relationships.

“It was good to fi nd a partner, like Avanade, who really understood our business, as op-posed to a company that knows IT but doesn’t understand private banking,” says Teo. “Also, a long term partnership is important to us: every technology solution is a continuous

journey, because we constantly have to improve ourselves.”

Teo adds that the key objective of build-ing the IPES system, of course, is client satisfaction: “At the end of the day, our key objective is to ensure our clients’ portfolios achieve a certain return. Many private banks fi nd it a challenge to deter-mine whether their

clients are making money. At ING, however, the most important thing is to ensure the cli-ent is making money – and to show this in the clearest way possible.”

Case Study:Case Study: ING Private Banking

Demonstrating clear value

ING Private Banking Asia’s new internet portfolio enquiry system offers clients a highly detailed view of their investments


Embracing common applicationsA key consideration for the Continuous Cus-tomer Care programme was usability. With most new CRM applications, staff would need to give up valuable time to attend train-

ing sessions, gaining specialised knowledge that could be lost when an existing employee

leaves. “We wanted a CRM application that embraced common applications used in Of-fi ce workfl ow such as email, Microsoft Offi ce documents,” says Lim. “The ideal solution would embed itself in such a way that users would not even feel they were using a new ap-plication. This was a very important benefi t.”

Partnering with Avanade, an IT consultan-cy focused on using the Microsoft plat-form to help enterprises achieve profi table growth, Maybank was able to develop a brand new CRM platform. It leverages the existing Maybank database, but allows users to input and retrieve customer data through Microsoft applications they are comfortable with. This innovative approach cuts training requirements by taking advantage of users’ existing skill sets.

Craig Ower, Associate Director, CRM, Avanade Southeast Asia, says that CRM can help banks differentiate themselves in sev-eral ways. “Despite global evidence that fi rst generation CRM projects didn’t live up to

expectations, banks are still looking to CRM to help them differentiate in the marketplace – whether by focusing on better marketing or customer service execution or through better targeted cross-sell, up-sell programmes.”

He continues, “A major benefi t provided by next generation CRM is a single, easy to use platform for presenting a complete bank-wide view of the customer – a vital activity given that many executives feel that they still don’t have suffi cient insight into their customers.”

Lim agrees, noting that organisations that have successfully adapted new approaches to CRM have seen an energised spirit around the CRM initiative, from its users. “Rather than ongoing complaints about the system, or the silent res-ignation of users accepting a system because they have no choice, user groups were buzzing with ideas for extending the system and con-tinuing to improve the customer experience,” he notes. “By taking the focus away from ‘The System’, a culture of Continuous Customer Care improvement can take root.”

Daniel TeoRegional Chief Operating Offi cer of ING Private Banking Asia

>>

Lim Kuo SiongHead of IT & E-Business of Maybank Singapore


Effi cient fi nancial processes are the lifeblood of every business enterprise. They affect how com-panies manage costs, revenues and interactions with customers, partners, and employees. But the fi eld is competitive and adjusting to changes in SWIFT-RTGS standards can pose a daunting chal-lenge to banks’ IT departments.

Read how Microsoft technology enabled Australia’s leading wholesale fi nancial services provider to upgrade to the new standards in a matter of months, providing the basis for the ongoing evolution and enhancement of its service offerings.

payments

The annual change in SWIFT message standards can present a big challenge for banks, as old systems may not be able to process new standards. This was the situation Australia’s leading wholesale fi nan-cial services provider, Cuscal, found itself in early last year. It needed to quickly implement a new SWIFT real-time gross settlement system (RTGS) payments system, as it processes over $13 billion worth of RTGS payments per annum, representing more than 90,000 transac-tions. After a rigorous vendor selection process, Cuscal appointed De-cillion Solutions Australia to develop and implement a SWIFT-RTGS payments system based on Microsoft BizTalk Server 2004.

“Being a mission critical system, mitigation of risk was an important fac-tor in vendor selection,” says Oliver Hudson, Cuscal’s Head of Financial Markets and Treasury. “There were two key elements in this area that marked Decillion out. One was the domain knowledge and previous experience of Decillion both in SWIFT and Microsoft BizTalk.”

More than 6,000 companies have experienced the value and agility that BizTalk Server delivers. Indeed, the introduction of BizTalk Server 2004 revolutionised the integration industry. The BizTalk Accelerator for SWIFT greatly enhances BizTalk Server’s attractiveness for fi nan-cial institutions, helping them integrate a myriad of applications and systems with customers, partners and fi nancial networks – and with a short delivery cycle and faster return on investment.

Gold certifi ed by SWIFTHudson had confi dence in Decillion’s ability to leverage its partner-ships with both SWIFT and Microsoft to expedite the development process. What’s more, he was aware that Microsoft BizTalk Accelerator

2.1 had been gold certifi ed by SWIFT. This assured Cuscal of compli-ance with complex SWIFT standards both now and in the future.

Others in the bank also saw the merits of BizTalk Server. “Cuscal is a very customer-focused organisation with a reputation of innovation in fi nancial products and services,” says John Carrol, Head of Opera-tions. “Having made a signifi cant investment in technology, we wanted to ensure that we were empowering ourselves to bring new products to market quickly. The fl exibility and scalability of BizTalk Server, cou-pled with the ability of BizTalk Accelerator for SWIFT to support all SWIFT FIN messages, will provide the basis for the ongoing evolution and enhancement of our service offering.”

The system developed by Decillion for Cuscal using BizTalk 2004 Server and BizTalk Accelerator for SWIFT 2.1 has been operating since last November, and the project took under six months to complete. The new system enables Cuscal’s clients to create and manage SWIFT RTGS payments via a highly secure internet-based portal.

Case Study:Case Study: Decillion Solutions Australia

Quick solution for change in SWIFT standards

In just six months, Decillion Solutions Australia implemented a new SWIFT RTGS payments system for Cuscal, based on Microsoft® BizTalk® Server 2004

Country: Australia

Customer: Cuscal

Partner: Decillion

Challenge: Cuscal needed to quickly implement a new SWIFT-RTGS payments system owing to the annual change in SWIFT message standards.

Solution: Cuscal appointed Decillion Solutions Australia to implement a SWIFT-RTGS payments system based on Micro-soft BizTalk Server 2004 and Microsoft BizTalk Accelerator for SWIFT. The implementation was highly successful and took under six months.


Meeting today’s demands with a competitive payments platformAdjusting to changes in SWIFT-RTGS standards is easily achieved with Microsoft technology


effi c ient enterpr ises

Supporting effi cient enterprises

An intelligent technology integration strategy can deliver a signifi -cant return on investment. Read how Microsoft technology helped Korean fi nancial institutions to achieve a seamless employee experi-ence and create a unifi ed corporate culture during the merge, by enabling gradual and cost-effective transitions from existing systems to new environments.

Case Study:Case Study: Shinhan Bank

Creating one corporate culture

Microsoft® Exchange Server 2003 helped Korea’s Shinhan bank quickly integrate the IT system of a major bank it merged with

Shinhan Bank is one of Korea’s leading general fi nancial services pro-viders, with banking, trust, credit card, and foreign exchange busi-nesses. Since its founding in 1982, Shinhan has emerged as Korea’s in-novation leader in areas such as service quality, information technol-ogy and new services. Shinhan has been so successful that it was the subject of a 2005 Korean Bestseller, The Way Shinhan Bank Changed Korean Banks. The book noted that one of Shinhan’s primary competi-tive advantages was its innovative use of IT.

In early 2006, the bank faced a major IT challenge: a merger with Chohung Bank, which would involve merging Chohung’s IT system with Shinhan’s. This was a priority for Shinhan senior management: for mergers to succeed, communications between employees from Shinhan and the former Chohung would need to be as seamless as possible, helping to create a single, unifi ed corporate culture.

A major challenge was that the IT infrastructures of the two banks used different hardware and software. Chohung Bank’s Unix/Oracle-Based Groupware would need to be migrated to an environment based on Microsoft Exchange Server 2003. The stakes were high: aside from the need to develop a single corporate culture, the enormous IT integra-tion the merger entailed quickly became a popular discussion topic in Korea’s Financial IT circles.

Ultimately, the Windows Exchange Server was instrumental in bring-ing the two banks together, guaranteeing the interoperability of the applications between the two banks. The integration was completed by October 2006 – a remarkable timeframe for a project that involved a total of 22,000 employees in the merged entities. What’s more, the merged system’s scalability means Shinhan is well placed to deal with the business challenges of the future.

Country: Korea

Customer: Shinhan Bank

Challenge: Shinhan needed to quickly merge the IT sys-tem of its newly acquired Chohung Bank.

Solution: Leveraging its investment in the Microsoft Win-dows Exchange Server 2003, Shinhan was able to quickly integrate its Microsoft®.NET Framework to bring the two banks together, guaranteeing interoperability.


Microsoft solutions deliver a signifi cant return on investment and enable cost-effective transitions from existing systems to new environments


Date post:	26-Jun-2018
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