Financial Services Global Outlook

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1 PARTNER GUIDE Financial Services Global Outlook Technology roadmap Regional perspectives Viewpoints Case studies Solutions Partner directory EDITOR REBECCA GIBSON

2 Welcome to the New Way In today s fast paced business world, keeping up with the market s trends is not enough to be the best. True leaders know you have to look for new ideas, create new roads, and go further than ever before. With a vast industry knowledge and a solution centric Outlook, ITEN offers a wide range of innovative and efficient solutions and technological services, including IT procurement, Datacentre Management, Cloud Solutions, Consulting and Nearshore services, which allow you to grow your company and trace the path to new business models. Learn more about ITEN Solutions at and find a new way for your business. facebook.com/iten.solutions

3 Welcome Delivering compelling, productive experiences Welcome to the Financial Services Global Outlook Microsoft s mobile-first, cloud-first strategy is providing financial services organisations with the platforms, rich applications and hardware they need to become more productive than ever. Today, equipped with the latest mobile devices and platforms such as Microsoft Dynamics CRM and Office 365, players of all sizes in the financial services sector are able to optimise their operations and capitalise on trends such as enterprise social, big data and omni-channel service delivery. Meanwhile, Microsoft s partners continue to develop and deliver innovative products that meet the industry-specific needs of the financial sector and help enterprises to thrive. In the following pages we take a look at how technological innovation from Microsoft and its partner ecosystem is changing the face of retail banking, insurance and capital markets. Find out about the latest industry trends in our viewpoint section, and, in our case study section, read some of the best examples of how financial services companies are succeeding from cutting-edge technology implementations. At the back of this guide you can also find business information about some of the most innovative IT solutions and service providers in the industry, helping you to make positive and informed technology investment decisions for your own company. I hope you find this guide a valuable and informative resource. Karen Cone General Manager Worldwide Financial Services Microsoft 1

4 Visit our all-new website For a wide range of news, interviews and case studies, Onwindows.com delivers insight into how Microsoft technologies can give your business a competitive advantage. Our all-new website also includes a fully searchable directory of businesses that provide enterprise technology solutions on the Microsoft Windows platform. PARTNER GUIDE Financial Services Global Outlook is published by Tudor Rose. To enquire about participating in future editions, or call Rebecca Gibson Editor Ryan Bruce Partner Manager Jacob Marshall Partner Manager Sean Nicklin Head of Partner Management Daniel White Partner Manager Thomas Willis Partner Manager OnWindows.com is the online home of Finance on Windows magazine and our Microsoft customer publications for other industry sectors. Visit for up-to-date news and articles about Windows-based technology for enterprise businesses, a comprehensive directory of Microsoft partners that provide solutions for enterprise businesses, and to find out more about our printed publications. Editor Rebecca Gibson Editorial team Lindsay James Sean Dudley Head of Editorial Rebecca Lambert Design Paul Robinson Bruce Graham Libby Sidebotham Marketing Leigh Trowbridge Website development Chris Jackson Publisher Toby Ingleton Subscriptions Michael Geraghty Reprints Stuart Fairbrother Circulation Ritwik Bhattacharjee Published by Tudor Rose Tudor House 6 Friar Lane, Leicester LE1 5RA, England Tel: Fax: Managing Director: Jon Ingleton Follow us: twitter.com/onwindows Become a fan on Facebook Connect on LinkedIn 2014 Tudor Rose Holdings Ltd. All rights reserved. No part of this publication may be stored or transmitted or reproduced in any form or by any means, including whether by photocopying, scanning, downloading onto computer or otherwise without the prior written permission from Tudor Rose Holdings Ltd. Active Directory, BizTalk, Microsoft, Outlook, SharePoint, Visual Studio and Windows are either registered trademarks or trademarks of Microsoft in the US and/or other countries. The names of actual companies and products mentioned herein may be the trademarks of their respective owners. To purchase additional copies of the Financial Services Global Outlook, please contact Tudor Rose on +44 (0) or Michael Geraghty by Printed in Great Britain by Zenith Media Views expressed in this magazine are not necessarily those of Microsoft or the publishers. Acceptance of advertisements does not imply official endorsement of the products or services concerned. While every care has been taken to ensure accuracy of content, no responsibility can be taken for any errors and/or omissions. Readers should take appropriate professional advice before acting on any issue raised herein. The publisher reserves the right to accept or reject advertising material and editorial contributions. The publisher assumes no liability for the return or safety of unsolicited art, photography or manuscripts.

5 Partners Customers worldwide search Pinpoint and Microsoft product-specific marketplaces for Microsoft partners and their applications and professional services. At the same time, Pinpoint works with business and product groups across Microsoft to effectively integrate Pinpoint throughout their marketing campaigns and websites, driving customer traffic to partners like you. Publishing partners Sponsors 3

6 erudinetm Attest. Verify. Comply. Deliver Optimised & Compliant Controls Eliminate Inherent Risk from Systems Drive Greenfield Design Efficiencies Erudine automates the creation of internal controls to reflect the latest regulatory and market changes. Then we apply them to your existing operations. Detect non-compliant behaviours, take action to stamp them out, and prove your compliance to regulators

7 Contents Technology roadmap Technology roadmap Microsoft is innovating to drive change in the financial services industry. We explore how the main product groups are evolving Operating Systems We outline how Microsoft s Windows operating system delivers new mobility and productivity scenarios Devices New Windows devices are enabling more productivity solutions for enterprises in the financial industry Applications and Services We explore how business-focused social tools are unlocking knowledge and uniting employees all over the world Cloud and Enterprise We look at how the cloud has impacted organisations operating in the financial sector 18 Microsoft Dynamics CRM A new wave of Dynamics CRM updates were launched this spring, including new self-services capabilities as a result of Microsoft s acquisition of Parature Regional perspectives Going digital Positive economic data is generating a wave of optimism in the financial sector. We examine the global technology trends that are impacting the industry and enabling financial institutions to enhance their offerings. We look at trends in North America, EMEA, Asia Pacific and Latin America 20 North America 22 Europe, Middle East and Africa Asia-Pacific Latin America

8 Contents Viewpoints Rewards and incentives 31 Teryl Schroenn, CEO of Accys, part of the Business Connexion Group Improve performance everywhere 33 Simon Thompson, director of commercial solutions, Esri Coffee for closers 35 Tap Haley, insurance industry director, Hitachi Solutions Context-aware decision making 39 Roland Burgi, founder and CEO, Systemorph Standard Life 47 UK financial services organisation improves employee efficiency and collaboration across worldwide offices with Microsoft productivity solutions AG Insurance 49 BrandNewHealth s digital health coaching solution enables company to better advise its customers about healthcare insurance National government agency 51 A national government agency in South Africa has been working with Business Connexion to introduce software asset management Turning data inside-out 43 Brian Sentence, founding director and CEO, Xenomorph

9 Case studies Bank of County Clarke 53 Esri partner Datastory helps US community bank use an analytics platform to harness local market and customer data to drive business growth Wescom Credit Union 55 Esri s ArcGIS and Business Analyst solutions enables US credit union to provide more interactive and personal banking services to members Aegon 56 FRISS helps non-life insurer to improve its ability to detect fraud and mitigate risks in its customer portfolio Berkshire Partners 59 Hitachi Solutions helps US-based private equity firm to track and manage the companies in its current and future investment portfolios Caxton FX 61 Interoute enables foreign exchange specialist to secure its trading platform with a hybrid cloud solution built on Microsoft SQL Server 2012 Enterprise Falcon Group 63 IT managed services and solutions provider ITRM enables Falcon Group to improve security with Windows Server-based solution EQ Asset Management 65 Model IT helps wealth management firm to consolidate all investment and fund management processes on its Microsoft Dynamics CRM-based platform OneFactor 7

10 Contents Case studies Affinity Smartphone Insurance 67 Nordic Insurance Software implements a Microsoft Azure-based solution for integrating store-bought insurance and self-service, robot-driven claim handling Thomson Reuters UK 69 Rapid Addition leverages Microsoft BizTalk Server 2009 to develop an equity short-position reporting solution in six weeks Swiss Re 71 Global reinsurer centralises costing master data to efficiently steer its core business Generali Insurance 75 VeriPark deploys its Microsoft Dynamics CRM-based solution to help a leading insurance company to improve online sales channels Saudi Investment Bank 76 The Saudi Investment Bank drives into the retail market and grows market share with Microsoft Dynamics CRM Independent fund manager 79 Migration to Office 365 proves to be an incremental part of integrating a data management system for an independent fund manager SIX 73 The owner of the Swiss stock exchange turns to the Systemorph Platform to improve its risk management and reporting processes

11 Partner directory 87 Search our extensive A to Z directory of 103 Microsoft technology partners that offer bestof-breed solutions for the financial services industry. The index lists partners by solution are and by industry area, provides company descriptions for Microsoft partners, as well as contact details if you are interested in collaborating with a featured partner. 99 Solution profile ConsultCRM 81 Microsoft Dynamics CRM-based solution helps financial companies manage business relationships Insurance Case Management 83 Core has created an insurance Case Management platform, for some of the UK s biggest insurers Financial Files plug-in for Navision and Dynamics AX 85 Filelinx s solution provides staff with all of the files they need at their fingertips Microsoft SharePoint 87 GMA helps to deploy bespoke SharePoint solutions Microsoft Private Cloud 89 Kelway recommends the Microsoft Private Cloud for companies moving services to the data centre ILM-as-a-Service 91 Labgroup uses a Microsoft SharePoint-based platform to enable firms to manage and archive data securely Auris 93 Sword Apak s integrated core banking solution provides an agile alternative to legacy banking solutions Ultima OneDesk 95 The solution meets the desktop transformation challenges faced by many financial services customers Veripark s Mobile Banker solutions 97 VeriPark s solution improves sales force efficiency and facilitates an enhanced customer experience TimeScape MarketPlace 99 Xenomorph s Microsoft Azure-based solution enables financial institutions to access data sets and analytics from various sources via a single, integrated platform 9

12 Technology roadmap Cloud first, mobile first Microsoft s cloud-first, mobile-first technology developments are driving change in the financial services industry, helping companies to be more productive and get ahead of the competition Bold changes are coming to Microsoft to help it build productivity experiences and platforms for the mobile-first, cloud-first world, according to the company s CEO Satya Nadella. Speaking to attendees at the company s annual Worldwide Partner Conference, Nadella explained that Microsoft s goal is to be the company and the ecosystem that is going to reinvent productivity for this new generation. We re going to get very focused on building on digital work and life experiences, this next generation of productivity broadly defined, he said. We will build platforms in the cloud for it, we ll build platforms on the devices for it. We will make sure our experiences are pervasive and ubiquitous. To achieve this, Nadella s message was clear: Microsoft will now focus on being a platform and productivity company, and it will change its culture to support this. Any opportunity which requires us to build new skills, which requires us to fundamentally change our approach, business model, or otherwise, is only going to happen if we are successful in renewing our culture, he said. Alongside its new platform and productivity approach, Microsoft will remain focused on the four megatrends it has bet big on in the last year cloud, mobile, social and big data/bi but has also added one more to the mix security. Mobility for us goes beyond just devices and while we re certainly focused on building great phones and tablets, we think of mobility more expansively, said Nadella in the Microsoft Earnings Release FY14 Q4 conference call. We think of the opportunity that comes from running our productivity experiences on Windows, ios and Android devices. Office 365 and Dynamics software-as-a-service offerings are targeted here. We also see great opportunity in simplifying and managing the user experiences spanning multiple devices, ecosystems with our identity management, device management and data security. To achieve its aims, the company will continue to evolve popular productivity products, such as Skype, OneDrive, OneNote, Outlook, Word, Excel, PowerPoint, Bing and Dynamics, while the cloud OS will remain at the centre of all of its product offerings. The company will also continue to build its own hardware. In everything we do with our Windows OS and first-party devices, we will light up our

13 Satya Nadella revealed that Microsoft aims to become a platform and productivity company at the WPC digital work and life experiences, said Nadella. We are approaching the Windows OS business with a bold, challenger mindset and pushing both the product and business model forward. We re not in hardware for hardware s sake and the first-party device portfolio will be aligned to our strategic direction as a productivity and platform company. For the financial services industry, these developments are playing a major role in the way that businesses manage their operations and serve their customers. Users across all areas of banking, capital markets and insurance are now being offered a gamechanging opportunity to communicate, collaborate and innovate in entirely new ways. From enhanced data visualisation applications and rich mobile experiences to modern productivity platforms, Microsoft and its partners are providing the game-changing solutions enterprises need to capitalise on trends such as the internet of things, big data and omni-channel. The following pages provide an overview of how Microsoft is delivering on its commitment to innovate across each of its product groups and how its developments are impacting financial services companies worldwide. 11

14 Technology roadmap Operating Systems With its rich application platform and a touch-first user interface, Microsoft s Windows operating system enables new mobility and productivity scenarios for financial services executives Joe Belfiore unveiled Windows 8.1 Update and Windows Phone 8.1 at Build 2014 Just 18 months since the launch of Windows 8 and Microsoft has released Windows 8.1 Update. Still featuring the unique tile interface that the operating system has become so well known for, Windows 8.1 Update builds on Microsoft s vision to offer businesses the most powerful and flexible modern operating system across multiple form factors, help customers enable their mobile users wherever they are working, and combine that flexibility with the manageability and security that enterprise professionals demand. Key features of the update were announced at the Microsoft developer conference Build They include user interface improvements for mouse and keyboard users, the ability to access the taskbar from any screen and pin Windows Store apps to the taskbar alongside desktop apps and favourite websites, and performance and compatibility enhancements to Internet Explorer 11. These improvements provide faster, more direct access to the things users care most about, so activities such as powering down, searching the web and switching between apps are easier than ever. Specific to the enterprise, Windows 8.1 Update offers improved Internet Explorer 8 compatibility on Internet Explorer 11, extends mobile device management functionality, and eases deployment with increased predictability for new operating systems and line-of-business apps by leveraging familiar management tools.

15 Earlier this year, Resona Holdings in Japan, which oversees the operations of Resona Bank, Saitama Resona Bank, Kinki Osaka Bank and other group companies, migrated approximately 30,000 client terminals to Windows 8 and Microsoft Office The company had been running Windows XP and made the decision to migrate to the latest operating system before Microsoft ended support for Windows XP on 9 April Now, it is benefiting from a stronger security environment, significant cost savings and improved productivity. We needed to keep the costs of migrating to a new operating system down by making effective use of the latest system, said Tetsuya Shiratori, executive officer and general manager, Information Technology Planning Division of Resona Holdings, in a press release. We decided to migrate straight to Windows 8, and we had no opposition to taking advantage of the latest products to boost efficiency. In addition to the cost savings resulting from standard Windows 8 functions and the great usability, including boot speed, we also managed the whole migration operation with unprecedented speed through using System Center 2012 Configuration Manager. At the Build 2014 event, Microsoft also unveiled Windows Phone 8.1 and introduced the new personal digital assistant Cortana. In particular, Windows Phone 8.1 has been designed to make it easier for IT professionals to manage devices and for professionals to connect to essential business apps and services with features such as simplified device enrolment, a built-in mobile device management client, S/MIME for encrypted mail and virtual private network support. Looking ahead, Microsoft is expected to continue refining its Windows platform to support even more innovative apps and a broader wave of touch-first devices from tablets and two-in-ones, to laptops, all-in-ones, specialised industry devices and much more. 13

16 Technology roadmap Devices New Windows devices, ranging from dedicated workstations to tablets, smartphones and convertible laptops, are enabling more productivity scenarios in financial services Today, Microsoft and its partner ecosystem are providing companies with a huge range of enterprise-ready devices to choose from. There are now thousands of Windows 8-certified devices available on the market, including desktop PCs, laptops, tablets, convertibles and rugged devices. In May 2014, Microsoft unveiled its latest Surface tablet. Building on the success of its predecessors, the Surface Pro 3 has been introduced as the tablet that can replace your laptop and features a larger 12-inch screen with a 2160x1440 pixel display. According to IDC, tablets that feature these larger screens are expected to play a greater role in the market going forward, particularly to ensure differentiation from the growing phablet smartphones with 5.5-inch and larger screens market. So many people carry both a laptop and a tablet but really want just one device that serves all purposes, said Panos Panay, corporate vice president of Microsoft Surface. Surface Pro 3 is the tablet that can replace your laptop packing all the performance of a fully powered laptop into a thin, light and beautifully designed device. You ll love being able to carry a single device for your next class, workday or weekend getaway knowing you have all the power you need. For financial executives, mobility solutions that link to the technologies they trust are providing much more than a convenient way to view information. For example, BT Financial Group Australia (BTFG), the wealth management arm of Westpac, recently worked with Microsoft to develop a Windows 8 touch-enabled lineof-business app, deployed on different tablet devices to suit the needs of wealth managers and executives. The solution enables financial planners to engage more with customers outside the branch office and to retrieve existing customer data from the BTFG system. This is a great example of how Windows 8 can enable mobile customer relationship management, especially for wealth managers or relationship bankers with a professionallevel tablet such as Surface Pro 2 or 3 which can be used as a standalone device, said Colin Kerr, director of Worldwide Financial Services at Microsoft, in an interview with Finance on Windows. Microsoft s Windows Phone is also going from strength to strength, with Windows Phone partners accounting for 56% of the global smartphone market, according to research analysts IDC. In July 2014, Microsoft announced that it would be integrating its phone business group with the Nokia Devices and Services unit it acquired in April 2014 to align with its new platform and productivity strategy. It is particularly important to recognise that the role of phones within Microsoft is different than it was within Nokia, said Stephen Elop, executive vice president of Microsoft Devices Group, in an to employees. Whereas the hardware business of phones within Nokia was an end unto itself, within Microsoft all our devices are intended to embody the finest of Microsoft s digital work and digital life experiences, while accruing value to Microsoft s overall strategy. Our device strategy must reflect Microsoft s strategy and must be accomplished within an appropriate financial envelope. Also in Microsoft s Devices and Studios engineering group is Xbox and Kinect new versions of which were launched in November Most recently, Microsoft has detailed

17 New Windows devices, ranging from dedicated workstations to tablets, smartphones and convertible laptops, are enabling more productivity scenarios in financial services plans for Kinect for Windows v2, which includes a new sensor and SDK that will enable developers to create Windows Store apps with the Kinect sensor for the first time. The Kinect for Windows v2 sensor offers more precision, responsiveness and intuitive capabilities to enable greatly improved skeletal tracking, facial tracking and gesture recognition. It also works well in low light. We think this (Kinect) is the future, said Terry Myerson at Build We think this is the way that we will all be interacting with our computers in some time. These cameras are going to become pervasive, and I would encourage all of us to really be creative about how we can take advantage of them. 15

18 Technology roadmap Applications and Services Business-focused social tools have arrived in the workplace, and they are unlocking knowledge and uniting people across organisations all over the world Microsoft s business realignment in July 2013 saw the creation of the Applications and Services Engineering Group, which is headed by Qi Lu. The department covers solutions in productivity, communication, search and other information categories. Technologies in this division include Office, Office 365, SharePoint, Exchange, Yammer, Lync, Skype, Bing, Bing Apps, MSN and the Advertising platforms and business group. In the period since the creation of this group, Microsoft has made significant advancements across its core products all delivered with the cloud in mind. One great advantage of our Office 365 cloud-based productivity suite is that you no longer have to wait months or years until a new version of Office is released to receive software updates and improvements, said Microsoft s product manager leader Jake Zborowski in an Office blog post. In recent months, Microsoft has announced several new and updated applications and services, including Microsoft Office for ipad and free Office Mobile apps for iphone and Android phones. The company has also launched the Enterprise Mobility Suite, a comprehensive set of cloud services to help businesses manage corporate data and services on the devices people use at work and home. Standing on stage at the Worldwide Partner Conference in July 2014, Microsoft COO Kevin Turner emphasised that Microsoft is committed to delivering seamless experiences not just on Windows devices, but across multiple platforms, including Mac, ios and Android. He said that these cross-platform solutions and products will offer dual users people that juggle their home and work lives connected, personalised and contextual experiences that ultimately allow them to get work done. Dynamics CRM Online, the Enterprise Mobility Suite and OneNote were all highlighted as great examples of how Microsoft is delivering on this vision and differentiating itself from the competition.

19 Microsoft COO Kevin Turner shared his mobile vision on stage at WPC 2014 Together, these developments are proving invaluable to the financial services sectors, and a number of the industry s key players have embraced Microsoft s productivity and social technology solutions to improve enterprise-wide collaboration. This year, for example, financial services firm Goodbody decided to adopt Microsoft Office 365, rather than Google Apps, for its strong security and integration with other Microsoft technologies. Office 365 provides us with the granularity of control we needed to ensure that our solution meets all our regulatory requirements, said Stuart Halford, head of technical projects and service assurance at Goodbody, in a Microsoft case study. The fact that Microsoft was able to assure us that our data would always reside within the European Union was critical to us to ensure we fully complied with our Data Protection obligations. 17

20 Technology roadmap Cloud and Enterprise Microsoft CEO Satya Nadella recently outlined his vision of a platform built for an era of ambient intelligence At an event in San Francisco in April 2014, when Microsoft CEO Satya Nadella showcased the new SQL Server 2014, he also took the opportunity to stress the importance of a data culture one that encourages curiosity, action and experimentation for everyone and every organisation. Our vision, simply put, is to thrive in this world of mobile first, cloud first going forward, he said. There is going to be more ubiquitous computing everywhere and there s going to be ambient intelligence everywhere. So that means there will be more new form factors because of the co-evolution of silicon, hardware systems and software. Every human interaction with another human, the humanto-machine interaction, as well as machine-tomachine interaction will all get digitised. And you get to reason over all this data to be able to improve the fidelity of those interactions using techniques like machine learning. That s the world that we are going into, and our goal is to really build platforms, create the best end-user experiences, the best developer opportunities and IT infrastructure for this ubiquitous computing or mobile-first, cloudfirst world. According to a recent Microsoftcommissioned IDC global study, financial services companies worldwide stand to gain US$308 billion in potential value a data dividend over the next four years by growing their data smarts. Indeed, the ability to capture, store, compute and analyse vast volumes of a variety of data has never been more critical to financial services companies. And, as explained by Tony Jacob, Microsoft s managing director of Worldwide Insurance, in a Microsoft Vertical Industries blog post: This is where a cloud-powered data platform to store and harness data, combined with the right enduser tools to visualise insights from that data, can be a game changer for the industry. As a result, Microsoft s message to financial services companies is: building a cloudpowered, data-smart business is good business. To achieve this, companies can take advantage of technologies, such as the Microsoft Azure cloud platform and SQL Server data platform, to combine data storage, access, aggregation, analysis, visualisation and collaboration across a single integrated solution that can deliver insights into the hands of every employee through Office 365. Getting smarter about risk analytics whether it s greater visibility into risk processes and controls, ability to do faster and more precise risk modelling, or ability to develop a holistic view of risk across a mashup of legacy, current, and third-party data is key to staying operationally competitive and financially strong, said Jacob. But rich data in the hands of a few severely limits its potential. Every business decision maker can benefit from actionable, data-driven insight more commonly known as self-service business intelligence to help with better decisions in real time and get a more holistic view of the customer.

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