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Customer 360 System for Bank

How we developed an integrated software solution for displaying all the information about each client of the bank in the front system.

  • 6

    Customer satisfaction and loyalty have increased

  • 25%

    Conversion rates grew from 2% to 25%

  • 9%

    Increased recommendation rate

  • 9%

    SME short term products sales rose from 0,9% to 9%

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Customer 360 is a sophisticated integrated software solution for displaying all the information about each client of the bank in the front bank system. Customer and product data is processed and displayed in real-time.

  • Time

    On-going

  • Platform

    Oracle DB / Web

  • Team

    5 members

  • Industry

    Banking

Business Challenge

In a competing business environment, banks need to learn how to properly evaluate both external and internal factors affecting their processes. Before we started to develop the solution, our customer had analytics that was gathered manually. It was difficult to validate data. They didn’t have historical data, which could be used to build algorithms for forecasting.

We had to help our customer to smoothly migrate from a Siebel CRM system to Appian. The old front system didn’t store the data about accounts but yet it allowed for effective collaboration between the front office and bank’s clients. However, the system was not optimized for efficient work.

So, our customers understood that they couldn’t grow provided that they wouldn’t change the system. A new system, built in accordance with BPM principles, is more agile and user-friendly. Our objective was to ensure the smooth flow of business data to a new system, provide clear and user-friendly analytics, reporting, and other modules that are important for customer’s business processes.

Technical Challenges

There was a strong need to develop and implement the data marts that will keep historical and real-time information about the client in the data warehouse, develop and implement an interface for aggregating the client’s data about transactions and operations.

We have to incorporate a few systems together for structuring the information during the operational workflow of the bank. All the systems had to work 24/7 taking into account that the online systems were located in different time zones.

Solution
Delivered

We have developed and implemented ETL processes for the transformation and preparation of data marts for the customer data. The final solution has a new interface for collecting historical and realtime data about the customers from different sources, its aggregation and further transfer to the front system of the bank.

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Key Features

  • Quick Data Access

    Convenient and fast access to information about customers and their account by a wide range of bank employees from retail to back-office and risk managers.

  • Customer Segmentation

    All the customers are divided into groups according to their operations, incomes, and spendings. There’s a history of operations for marketing analysis.

  • Improved Usability

    Customers have a better experience with receiving real-time information about their interactions with the bank, accessing the information is much faster.

  • Single Data Mart

    A single data mart is based on online-DWH and offline-DWH. We eliminated time delays for the data updates for global processing through Swift, VISA, and MC.

Value delivered

  • 2x

    Customer
    satisfaction and
    loyalty have
    increased

    Due to real-time data monitoring and accurate segmentation, the bank was able to provide more personalized services and offerings, which significantly increased customer satisfaction and loyalty.

  • 25%

    Conversion
    rates grew
    from
    2% to 25%

    Due to better customer service and improvements in banking products offering, the conversion rate grew up to 25%.

  • 10+

    SME short term
    products sales
    rose from
    0,9% to 9%

    By improving customer experience and providing people with individual product offerings, the bank managed to increase sales rate to 9%.

Client
Information

Bank al Etihad is a Jordanian bank that offers a wide range of financial services including online payments and mobile banking. It is one of the fast-growing banking entities in Jordan that strives to keep pace with the current global economy and technological advancements.

Etihad logo
  • Industry:

    Banking

  • Size:

    1001-5000

  • Country:

    Jordan

  • Years on market:

    42

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