1 Optimize data management for smarter banking and financial markets
2 2 Flexibility, transparency, quick response times: Are you ready for the new financial environment? 1 2 and profitability Meeting customer demands for hightouch service and product variety is key to success Fierce competition makes rapid response to marketplace changes all the more important 3 4 and compliance Understanding and reducing risk can help you cut losses and improve portfolio quality Design an information agenda that puts you on the path to efficient, intelligent operations 5
3 1 3 As banks and financial service providers move toward recovery from the global financial crisis, the concept of business as usual is being turned on its head. Old business models no longer apply. Client trust must be rebuilt, and risk management is more important than ever. At the same time, new and proposed regulations are driving higher capital requirements. Even as financial organizations renew their focus on raising capital, improving asset quality and increasing profits, the weaknesses in banks loan portfolios and the overall decline in public wealth continue to limit access to capital markets. Banks clearly need a smart approach to conducting business in this new environment. Smarter banks can anticipate customer needs and deliver innovative products faster, more consistently and more nimbly than the competition. They have full visibility in real time of their risk position and customer needs. And they respond quickly to both challenges and opportunities.
4 1 4 Current and emerging technologies have tremendous potential to help financial services organizations achieve three key goals: Improve operational Support effective risk management This e-book will examine the challenges financial services organizations face today and how data management techniques can help them prepare for the battle ahead.
5 and profitability 2 5 Today, customers expect far more from their banks than a friendly face at the teller window and good interest rates. They want greater diversity in product offerings, and they are demanding new levels of convenience, personalized service and transparency. In addition, the average consumer is now using multiple channels to interact with their bank so meeting their heightened expectations while maintaining a consistent customer care and branding experience is more critical (and complex) than ever. To thrive in this emerging business climate, financial institutions must renew their focus on growth, rather than just cut costs. By offering customized products and individualized marketing programs, banks can expand their market share through improved customer care and reduced attrition. Analytics help financial institutions gain insight into their customers behavior and preferences to optimize product bundling and pricing, resulting in more products sold per customer and better profit margins. Stronger growth also helps drive new product innovation and development which helps attract even more new customers.
6 and profitability 2 6 Smarter banking in action A leading American provider of financial electronic commerce services and products carved out a competitive advantage by creating a bill payments data warehouse based on IBM DB2. This warehouse enables financial institution customers to utilize information from across the enterprise to improve its services and enhance customer satisfaction, while better managing risk and reducing fraud. Our database size has more than doubled since 2005, says a manager and database engineer for the company. By upgrading to DB2 9, we recovered 2.3 terabytes of storage and deferred more than US$1 million in storage expenditures during the fiscal year. Financial services organizations must leverage technology in new ways to achieve these goals. Creating improved processes and giving employees access to better tools for relevant, skillful and targeted crossselling and up-selling can help boost sales effectiveness. Performing sophisticated analytics on customer data enables you to match products and services with customer needs, providing more relevant and effective marketing. And with an enterprise-wide customer view across a range of channels, you can offer a more compelling customer experience across all touch points whether in a branch office, at selfservice kiosks, on the web or through a contact center. But don t stop there. Capitalize on cross-channel customer activity by linking detailed rules-based intelligence to process and data models. Use these customer insights to put more information into the hands of
7 and profitability 2 7 customer-service representatives to drive sales and service. With a better profile of each customer, you can offer more personalized service, resolve issues quickly and improve. The end result: better client care and satisfied customers, along with improved staff productivity. IBM data management solutions and technologies are designed to help financial services organizations drive growth. For example: DB2 supports enhanced productivity by automating many tasks, which can help free database administrators from having to perform the routine tasks that are required with other databases. The IBM Banking Industry Framework builds on the foundation provided by DB2 with bankingspecific software, solution accelerators and best practices to help financial institutions reduce costs and effectively manage risk while delivering an outstanding customer experience. IBM Banking Data Warehouse enables the consolidation of clean, meaningful financial data across multiple channels and products.
8 3 8 Competition in the banking industry is fierce, with virtually no room for error which is why the ability to bring new products and services to market quickly is a significant advantage. However, papercentric processes can slow key projects, prevent information from being shared easily and ultimately drive down margins. Financial services organizations can improve operational by eliminating those inefficient, paper-based and labor-intensive processes. By consolidating and optimizing front- and back-office processes, delivery systems and associated costs, banks can reduce cycle times and customer wait times. They can optimize customer-facing lending processes for speed and accuracy, and improve core systems information management, as well as manage information more effectively throughout its life cycle. Multidimensional analysis of performance metrics and advanced predictive analytics can help banks respond rapidly to customer demands and marketplace changes. Managing unstructured data and automating key processes helps to boost visibility into customer behavior, reduce costs and cut
9 3 9 Smarter banking in action SunTrust Bank migrated its IBM System p5 servers from DB2 8 to DB2 9 to improve infrastructure ROI, manage risk and increase DBA productivity. DB2 compression features played a main part in reaching those goals, as well as reducing costs. With DB2 9, we re seeing compression rates up to 83 percent on the data warehouse tables. The projected cost savings are more than US$2 million initially with ongoing savings of US$500,000 a year, says Michael Henson, DB2 UNIX team lead, Database Delivery Services at SunTrust Bank. time-to-market for new products. In addition, smart archiving strategies and tiered storage solutions can help control database growth allowing banks to reduce costs, improve performance, mitigate risks and address compliance issues associated with information access and archiving. With IBM data management solutions and technologies, financial services organizations can move swiftly and surely to improve operational. DB2 offers industry-leading performance across multiple workloads, which means that your company may need less powerful servers to run its databases. DB2 also provides support for native XML, helping organizations consolidate data repositories to minimize cost. These savings can contribute to reduced database software licensing, support and maintenance costs.
10 3 10 The IBM Banking Industry Framework builds on the capabilities of DB2 with a structured approach that combines best-in-class industry assets, repeatable software patterns and IBM Business Partner offerings to create a single view of customers, drive effective multi-channel delivery and enable outstanding sales, marketing and service. IBM Cognos software helps banks further leverage their existing data investment to identify, report on and analyze the costs of trade, staff performance, risk management, branch profitability, loan performance and customer profitability. IBM InfoSphere Optim solutions can help financial institutions manage data growth by archiving historical transaction records and storing them securely and cost-effectively. With less data to sift through, banks can complete mission-critical business processes rapidly and speed reporting. InfoSphere Optim solutions also help protect customer data through privatization in less-secure non-production environments.
11 and compliance 4 11 Smarter banking in action The global foreign exchange (FX) market trades several trillion U.S. dollars each day in multiple currencies, involving a worldwide, interconnected network of central banks. To manage settlement risk, the global financial system needed to enable simultaneous settlement of both legs of these FX transactions. CLS Group created a groundbreaking process for FX settlement, then partnered with IBM to design, develop and manage the global IT infrastructure required to support it. This unique system settles FX transactions concurrently across time zones, eliminating the failure of one side to pay its sold currency after receiving its purchased currency and/or the failure of intermediary institutions. The fact that we were able to handle the unheard-of surge in volume and volatility with no service disruptions and no loss of capital is enormously significant. This is why CLS was created, says Rob Close, CEO of CLS Group and president and CEO of CLS Bank. Support effective risk management Because liquidity issues can create problems even faster than P&L issues, managing liquidity and capital ratios has become a top priority for financial services institutions. At the same time, banks need to maintain transparent business processes so they can quickly understand and accurately report business results. Understanding and reducing risk can help you cut losses and improve focus on overall portfolio quality. However, a constantly changing landscape of regulations and guidelines can make this a difficult job. That s why banks need accurate, consistent and transparent risk information across business units: to help eliminate unexpected losses, reduce the need for higher capital requirements and prevent civil or criminal penalties.
12 and compliance 4 12 Effective risk management measures can help banks reduce all classes of risk financial and non-financial including credit, theft, fraud, identity, operational, IT. By managing enterprise information effectively, financial institutions can better protect customer privacy, meet security control guidelines and enable legal and regulatory compliance with records retention and management requirements. Plus, they can address demands for financial transparency and reporting (including liquidity monitoring and assessment). And by optimizing application development and delivery, banks can help internal and external auditors verify that compliance requirements have been implemented properly in key applications. IBM offers a range of data management solutions and technologies designed to help financial services organizations support those goals. For example, InfoSphere Optim solutions are designed to manage data from requirements to retirement helping financial institutions boost performance and improve governance across applications, databases and platforms. Société Générale, a leading French bank, uses InfoSphere Optim solutions software to maintain a consistent test data management methodology. The platform allows the organization to deliver reliable business applications and support its expanding retail, banking and insurance operations across international boundaries.
13 5 13 Become an information- financial services organization IBM has developed an approach to enterprise information management called an information agenda and data management forms the foundation for the technologies that underpin the IBM Agenda approach. The Agenda program offers a methodology that helps financial institutions respond quickly to today s unprecedented demands for more accurate, complete and actionable information whether on a global level or in the next cube over. The Agenda approach merges four key starting points from which financial organizations can start addressing their information challenges and get to smarter business outcomes faster: Strategy: Establish an information- strategy and objectives to enable business priorities Road maps: Accelerate information intensive projects aligned with the strategy to speed both short- and long-term return on investment infrastructure: Deploy open and agile technology and leverage existing information assets for speed and flexibility Define and govern: Discover and design trusted information with unified tools and expertise to sustain competitive advantage over time
14 5 14 Banking for a smarter planet As financial institutions transform their business models in response to the new economy, three key imperatives will have an impact on their success. By driving growth, improving operational and supporting effective risk management, banks can build the competitive advantage they need to compete for the attention of today s savvy customers. A smarter approach to banking, supported by data management solutions and strategies, helps financial organizations anticipate customer needs and deliver innovative products faster, more consistently and more nimbly. It can provide real-time visibility into the company s risk position and offer insight into what customers want empowering banks to respond quickly to both challenges and opportunities.
15 6 15 To learn more, please contact your IBM representative or visit: IBM DB2 IBM InfoSphere Optim Integrated Data Management solutions IBM banking industry solutions
16 Copyright IBM Corporation 2010 IBM Software Group Route 100 Somers, NY Produced in the United States of America November 2010 All Rights Reserved IBM, the IBM logo, ibm.com, DB2, InfoSphere and Optim are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the web at Copyright and trademark information at ibm.com/legal/copytrade.shtml Other product, company or service names may be trademarks or service marks of others. IMM14070-USEN-00
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