E.I.P. Enterprise Information Portal, a powerful information system belonging to the sales force automation application family

Transcription

1 E.I.P. Enterprise Information Portal, a powerful information system belonging to the sales force automation application family SEUGI 2002, Paris June Silvio Rivolta / Riccardo Burtulla Marketing Corporate UniCredito Italiano Alessandro Calderan / Graziano Tosi UniCredit Servizi Informativi

2 UniCredito Italiano Group Italian Banks** Foreign Banks Poland Group Pekao Slovakia UniBanka* Warsaw Bratislava Zagreb Sofia Romania Croatia Zagrebacka Banka Romania Demirbanka Bulgaria Bulbank * Formerly Pol nobanka Wholesale Banking New Initiatives ** The 7 Banks are about to merger. A spin-off of 3 specialized Banks (focused on Corporate, Private and Retail Banking) will follow next year. 2

3 with its divisional structure pursues a strategy focused on specialization of production and distribution Italian Banks Foreign Banks Italian Banking Wholesale Banking New Initiatives New Europe Banking! Diversified investments and structure to exploit different options for growth and to diversify business portfolio! Italian Banking still core business, but other divisions importance growing at a fast pace! Brilliant results from recent investments, reinforcing confidence on the quality of the strategy! Different business models for production and distribution 3

4 and has been committed to create extra value for its shareholders, optimizing capital allocation. Tier 1 from 6.85% (Dec 00) to 7,17% (*) (Dec 01) Net Income + goodwill depreciation (a) Risk taken (1) (b) Shareholder s value added (c) =(a)-coe (2) Value added per unit of risk taken (c)/(b) (Euro mln) Adj NET INCOME CAPITAL ABSORPTION VALUE CREATION RARORAC % MARGINAL RARORAC% Group total ,97 13,9 Italian banking (3) ,5 19,8 Wholesale banking 222 (3) ,4 60,1 New Europe banking 374 (3) ,7 23,2 New Initiatives N.s. N.s. (*) Estimate (1) Minimum regulatory capital, market risks, credit risks and operational risks (2) The Cost of Equity is related to the capital employed (Net equity for the Group and allocated capital for the business units) (3) Includes minorities and elisions 4

5 Index OUR APPROACH TO CORPORATE BUSINESS THE E.I.P. ROLE IN CORPORATE BANKING A TECHNICAL VIEW DEMO 5

6 The whole italian corporate market LARGE CORPORATE 109 Groups* 250 mln MIDDLE CORPORATE SMALL BUSINESS mln 8 mln 1,5 mln *4.800 companies in total 6

7 Corporate Banking: a commercial model CORPORATE BANK NOT NOT FINANCIAL FINANCIAL PRODUCT PRODUCT SPECIALISTS SPECIALISTS ACCOUNT MANAGER FINANCIAL FINANCIAL PRODUCT PRODUCT SPECIALISTS SPECIALISTS!! CORPORATE!! CUSTOMERS * At the moment three Banks only apply this model. 7

8 Corporate Banking: a commercial model FINANCIAL FINANCIAL PRODUCT PRODUCT SPECIALISTS SPECIALISTS ACCOUNT ACCOUNT MANAGER MANAGER ACCOUNT MANAGERS AND PRODUCT SPECIALISTS INTERACT WITH HIGH PROFILE COUNTERPARTS (ENTREPRENEURS, CHIEF EXECUTIVE OFFICERS, CHIEF FINANCIAL OFFICERS) ASKING FOR SOPHISTICATED SERVICES. 8

9 Our approach to Corporate Business In a specific market such as the financial services for companies, a Customer Relationship Management system should support a network of professionals focused on managing the customers financial issues. For account managers the following critical success factors are becoming more and more important: finding out, in an integrated and efficient way, the information (both figures and comments) concerning every customer, in order to allow the account manager a deep understanding of customer s needs. entering an information flow which allows the finding, in the managed portfolios, of unexpressed sale opportunities or signs the risk of customers leaving. In this context, UniCredit considered strategic the development of a customer intelligence and S.F.A. (Sales Force Automation) tool: both are gradually spreading on the commercial network of every UCI Bank. 9

10 Index OUR APPROACH TO CORPORATE BUSINESS THE E.I.P. ROLE IN CORPORATE BANKING A TECHNICAL VIEW DEMO 10

11 The E.I.P. role in Corporate Banking STRATEGIC FUNCTIONS Processing the information concerning the customers, located on our legacy systems and/or collected by account managers, with the aim to forward: Business opportunities Signs of customer satisfaction trend OPERATIONAL FUNCTIONS Guaranteeing an integrated and efficient access to information to the sales force Allowing a continuing and immediate exchange of information between account managers and product specialits to assure an adequate coverage of customers needs. 11

12 Project s advantages UniCredito developed a project which allowed to: provide Corporate Manager and their staff with structured and continuing information and tools, supporting marketing activities. supply the Sales Networks with an evolved information system to address commercial activity towards goals with more potential (improving commercial effectiveness). providing account managers and coordination roles with electronic tools supporting the planning /acting /monitoring process in sales activity (more efficiency). 12

13 Project s steps FIRST STEP DEVELOPMENT E.I.P. IN CREDITO ITALIANO BANK SECOND STEP ROLL OUT IN THE OTHER UCI BANKS THIRD STEP DEVELOPMENTS FOR CORPORATE BANK (S3 PROJECT) FUNCTIONALITIES UPGRADE MAINTENANCE AND FINE TUNING

14 E.I.P.: architectural model WHOLE INFORMATION ABOUT CUSTOMER AND DATA FROM MARKET DATA WAREHOUSE CORPORATE EIP PROJECT S TOOLS Identifying Data MAIN ESTIMATION PROCESSES MAIN DATABASES Trend Data Data from external sources (industrial sectors, forecasting balance sheets, etc.) Building of Corporate Identifying Register Wallet Model Estimation Integrated Database about customer SALES FORCE AUTOMATION TOOL Customer Satisfaction Data Feed-back from SFA Calculus of Profiling Indexes Calculus of Customer Satisfaction Index Estimations for targeting Database about Bank Positioning on the Market MONITORING TOOLS MARKETING ANALYSIS TOOLS Feed-back data from SFA tool and Analysis tools 14

15 Index OUR APPROACH TO CORPORATE BUSINESS THE E.I.P. ROLE IN CORPORATE BANKING A TECHNICAL VIEW DEMO 15

16 E.I.P.: Data Flows LEGACY CUSTOMERS DATA INFOCENTER + EIP REVENUES CREDIT RISKS (SYSTEM) TABLES FEEDING PROCESSES EIP BALANCE SHEETS DB2 - UDB SAS CREDITS OTHERS SAS DB+MDDB SFA MARKET External data (e.g. Reuters) CALCULATION PROCESSES TABLES & FILES 16

17 E.I.P.: Systems LEGACY INFOCENTER WINDOWS 2000 HOST MVS UNIX AIX DB2 - UDB (SP2) SFA DB SQL SERVER MARKET SERVER WINDOWS UNIX AIX SAS (S80) WINDOWS 2000 IIS 5.x (Web Server) Win 2000 I.E.5.x (UNISIG client) STORAGE SUPPORTS Win 2000 SAS 17

18 E.I.P.: Systems Infocenter-EIP details 4Consolidated 4Consolidatedsystem system used used by by UCI UCIBanks 4High 4High speed speed connections connections to to host host systems systems (MVS). (MVS). 4Historical 4Historicaldata data in in time time series series 4SP2 4SP2 :: multiprocessor multiprocessor system system with with Unix/DB2 Unix/DB2 data data base base 4S80 4S80 :: multichannel multichannel system system (equipped (equippedwith withthe the complete complete UNIX/SAS UNIX/SAS suite). suite). 4SP2 4SP2 <-> <-> S80 S80 :: high high speed speed dedicated dedicated channel channel 4Connected 4Connected to to Hosts Hosts and and other other systems systems (Web (Web servers, servers, SFA SFA back back end end server). server). 4Automated 4AutomatedManagement of of user user permissions, permissions, ACLs, ACLs, Data Data updating updating & refresh. refresh. 18

19 E.I.P.: Systems SAS System details 4S80 4S80 :: multichannel multichannelsystem (equipped (equipped with withthe the complete complete UNIX/SAS UNIX/SAS suite). suite). 4SP2 4SP2 <-> <-> S80 S80 : : high high speed speed dedicated dedicated channel channel 4Connected 4Connected to to Hosts Hosts and and other other systems systems (Web (Web servers, servers, SFA SFA back back end end server). server). 4RAID 4RAID 5.x 5.x 4Clustering 4Clustering 4Automated 4AutomatedManagement of of :user :user permissions, permissions, ACLs, ACLs, Data Data updating, updating, Data Data feedings feedings 4SAS 4SAS release: release: itest itest of of rel rel (64 (64 bits) bits) and and related related to to Early Early Adopter Adopter plan plan 19

20 E.I.P. - SW suite 4Data Datafeeding i SAS Access DB2, SAS Connect i SAS Access DB2, SAS Connect 4Specialized SpecializedData Data Marts Marts i SAS base + MDDB (incl. Report Viewer) i SAS base + MDDB (incl. Report Viewer) 4 Delivery Delivery i SAS Share i SAS Share i SAS Web IntrNet i SAS Web IntrNet i SAS Stats, ETS, EIS i SAS Stats, ETS, EIS 20

21 E.I.P. SW suite in action Infocenter 4External DBs (AIDA, CERVED) SAS base SAS access DB2 DataMarts SAS MDDB Cubes Application Server ODBC SAS share SAS IntrNet SFA repository WebServer HTTP 21

22 E.I.P. User profiles 4 Client/Server Client/Server i Business Analysts, teams in the business units of central i Business Analysts, teams in the business units of central and and local localmanagement of of the the UCI UCIBanks & Holding Holding (via (via MS MS Access Access and/or and/or SAS SAS System System c/s) c/s) 4 Web Web i Users of the Corporate commercial network (account i Users of the Corporate commercial network (account managers) managers) and and market market analysts analysts of of the the UCI UCI Banks Banks 22

23 E.I.P. Some figures 4 Users i Nearly 1000 (800 account managers) 4 Dimensions i 4 Updating i From 50 up to 150 GBs per single Bank Diversified timing (Daily, Weekly, Monthly) 4 Level of detail (drill down) i Customer, single Product 4 Historical view i From 13 up to 25 months 23

24 Index OUR APPROACH TO CORPORATE BUSINESS THE E.I.P. ROLE IN CORPORATE BANKING A TECHNICAL VIEW DEMO 24

25 E.IP.: main contents of S.F.A. tool HOME HOME PAGE PAGE Market Market economic economic data data Economic Economic News News Tickler Tickler PLANNING PLANNING AND AND SALE SALE TOOLS TOOLS Commercial Commercial Guideline Guideline (budget) (budget) Customer Customer Page Page -summary -summary - - Company Company data data - - credit credit position position -trend -trend Agenda Agenda Sale Sale processes processes management management CONSULTATION CONSULTATION TOOLS TOOLS Counterparts Counterparts Activities Activities Informative Informative material material INTERACTION INTERACTION TOOLS TOOLS Activity Activity planning planning Commercial Commercial development development 25

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32 Customer s Customer s general general info info

33 Balance Balance sheet sheet indexes indexes

34 Industrial Industrial sector sector benchmarking benchmarking

35 Bank Bank of of Italy Italy returns returns data data

36 Customer s Customer s total total loans loans situation situation

37 Margins Margins trend trend by by product product

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39 Product Product Raccolta (Deposits): Raccolta (Deposits): negative negative budget budget gap gap

40 Product Product owners owners sorted sorted by by potential potential value value Low Low market-share market-share customer customer

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