We need BANKING, no banks. Bill Gates. Copyright 2013 Avanade Inc. All Rights Reserved.

Transcription

1 We need BANKING, no banks. Bill Gates

2 What kind of FUTURE BANKING do we all expect?

3 From our perspective: 360 user centered.

4 Work Redesigned in Future Banking Our Approach. Work Redesigned is a vision for enterprises to get work done in new ways and change business processes to improve agility, respond faster to market changes and delight customers.

5 Future Banking Why Work Redesigned?* * Global Research 2012: Dispelling Six Myths of Consumerization of IT

6 Future Banking How to: Our 4 screws to realize results.

7 #1 Flexible Processes The Social Computing Model. Posts and comments from users Rewards for users Project wiki ecollaboration area (sharing of docs, versioning, communication tools, calendar) Alerts/notifications Idea Generation Workspaces All models are connected and can overlap Profile Sharing Community Professional and personal information Content publishing (docs, bookmark, best practices) Mentoring (personal availability) Rewards for users Editorial team (selection of contents and media) sharing of user comments Sharing of user generated media (docs, media)

8 #1 Flexible Processes Extending, connecting & enhancing processes. Extending Internal Systems to Customers We enable internal-only applications being extended to include customer-facing (and/or partner-facing) applications, creating a more complete solution between customers and data. Public Social Channels into Internal Systems We are also seeing demand for systems which more deeply embed social networks such as Facebook and Twitter into internal systems providing better information for customer sales and support scenarios.

9 Customer as Financial Co-Manager #2 Engaging Experiences

10 #2 Engaging Experiences Seamless information flow regarding user experience, devices and channels.

11 #2 Engaging Experiences Design is a new priority. Embracing Design User-centric Interfaces Doing the Research Experience Design (XD) is maturing: Enterprise businesses are now commonly embracing user-centric design and the true power of software when it's properly designed and delivered. Interface trends in tablets and mobile have broken the idea that applications must have vanilla, lowest-commondenominator interfaces. Understanding of end-user needs mapped to business processes & objectives, creates the best, most effective solution. Customers are putting more emphasis on usability testing, ethnographic studies, and design for all their applications including internal Line-of- Business-Apps.

12 #3 Customer Centric Digital enables high touch relationships at scale. With the focus on customer retention and acquisition, banks must be able to integrate and use information from all channels and sources at each interaction to develop intimate digital relationships. Data à Analytics à Insight

13 #3 Customer Centric Digital First and a customer centric approach to compete and grow. A Digital First mindset needs the backing of an integrated, innovative technology strategy to drive customer intimacy. There are seven key enabling technologies that will make a Digital First strategy meaningful, robust and seamless. Digital intelligence Integrated intelligence across all digital channels and traditional datasets like those from CRM systems. Integrated experience design Multiple devices, multiple destinations; need an integrated multichannel approach to manage content and maintain consistency. Amazon-like post login experience Monitor transactions and behavior to drive experience. Everywhere banking Integrating mobile as a way to deliver offers and connect to other channel experiences. Digital relationship management Fusing human contact, digital services and tools seamlessly into a single coherent interaction, creating a new type of customer conversation. Socially engaging banking Leading banks are already using this channel to gather insights, demonstrate transparency, engage customer and develop new products. Digital offering model Developing a culture of innovation and building relevant digital capabilities are critical to realizing the benefits of enabling technologies.

14 #4 Collaborative and Mobile Mobile Business Solutions for Consumer Banking 60% of consumers in a survey said that mobile banking is a critical factor in bank selection 10% of consumers in a survey said that they switched their primary bank because their current bank did not offer mobile capabilities 13% of the banks in the US do not offer any mobile capability. Only 5% of the banks have smartphone apps Juniper Research Windows 8 is expected to take 12% market share for tablets by 2016 Gartner 33% of US adults to have a tablet by 2016 Forrester Banking apps are projected to grow from 1M to 25M in 2 years and to 100M in 5 years Gartner Number of mobile banking users to double to 108M by 2017 in US Forrester More than 50% of bank executives plan to build tablet optimized apps. More than 94% of e-business professionals in banks include tablet in their mobile strategy Forrester Banks & Investment Management firms will be early adopters of Windows 8 Gartner Leading banks in US are already working on Windows 8 consumer banking app BI CRM AppDev (Mobility & XD)

15 #4 Collaborative and Mobile What do employees in the financial industry really want? Drivers Goals Sponsorship Employees want better ways to communicate Top Management is not receiving the voice from the field After M&A, companies need to restructure and create global CCs Lack of productivity information is not accessible Reinventing the Wheel Syndrome Share people s expertise, skill and profiles Facilitate bottom-up idea generation without hierarchy constraints Open social communities on specific topics to allow crosscollaboration Evaluate business model opportunities leveraging the social channel COO, CIO, Head of Group Innovation Program Group Communications

16 #4 Collaborative and Mobile Social Media & Collaboration Social enables new ways of working and can redefine end-to-end business processes through enhanced transparency, effectiveness and efficiency. The socially connected enterprise is about building a social culture and capture the value generated in a virtuous loop of connect, comment and share. Social creates new ways for content creation, distribution and consumption. All these require building social/collaborative applications throughout the enterprise, rather then standalone social/collaboration channels.

17 Example for successful FUTURE BANKING after Work Redesigned process.

18 Future Banking Global bank sees slow, expensive loan process impacting competitiveness and customer satisfaction. Business situation Loan origination process requires staff to validate all loan application data manually. Process is slow, error-prone and expensive. Bank wants to boost competitiveness and customer satisfaction.

19 Future Banking Global bank saves $45 million a year by redesigning loan origination processes. Paul, one of the loan officers in a neighborhood bank branch, doesn t see as many applications returned to him from the bank, requesting more or corrected information. That gives him more time to work closely with customers to better meet their needs. Sylvia, a loan-origination worker in the bank s central office, no longer spends time manually verifying the data for each application. She has more time for the applications that truly need her attention, boosting productivity. Bill and Susan, first-time home buyers, found their loan application process faster and simpler than they anticipated. There was no wait only to be told to submit more data. They are satisfied and loyal customers of the bank. How does it work? Avanade delivered the strongest possible business case, specialized technology leadership and comprehensive management. an end-to-end loan origination system that automated data verification and moved it into the sales process so that it aligns to the industry standard and reduces operational costs.

20 Future Banking Bank replaces paper workflows with mobile-enabled, flexible processes to advance its vision. Employees collaborating on loan approvals can review transactions, comment and document decisions in-person, in-real time, speeding up the approval process. Daniela, a branch financial advisor, can have more productive conversations with customers. Ricardo, an executive, can advance bank goal of green IT through digitized workflows, while enabling greater transparency and collaboration. How does it work? Avanade is delivering Windows 8 tablets for branch financial advisors to use for sales conversations. Embedded tablets in bank meeting rooms to support greater collaboration, digitization of paper workflows. back end systems integration, enabling headquarter employees to do work on touch-screen Windows 8 tablets.

21 Unleash the POTENTIAL of tomorrow s banking with Avanade.

22 Future Banking The approach where to start? Concepts and ideas validation Few Pilot Communities Reduced IT Complexity Pilot Work Redesigend Workshop Identify a Work Redesigned model valid at an enterprise-level for trials Design an identity-kit for the new environment: model,goals, contents, main modules and functionalities, organiza-tional effort, language requirements Define a roadmap: define specific communities at the enterprise level: approach, launching model, organizational impacts, technical requirements, action plans Beta How does it work? Avanade is delivering Analyze Launch pilot within one strategic business unit 50+Community, both Social and Business Windows 8 tablets Interview for branch financial advisors to use for sales conversations Plan Enhancement Embedded tablets in bank meeting vnext rooms to support greater collaboration, digitization of Roll out to the company group paper workflows Back end systems integration, enabling headquarter employees to do work on touch-screen Windows 8 tablets

23 Avanade at a glance. Our Advantages Application Development Mobility Founded in 2000 by Accenture & Microsoft Focused on Microsoft technologies More than professionals More than 70 locations in 20 countries More than US $1 billion revenue More than 20% average yearly growth since our inception in 2000 Trusted advisor to more than 4000 customers in all industries Realized an average of 95% satisfied customers Microsoft Alliance Partner of the Year (2013) Microsoft Alliance Partner of the Year Application Platform (2012, 2011) Microsoft Mobility Partner of the Year (2013, 2012) Microsoft Country Partner of the Year Germany (2013), Spain (2013), France (2012), Brazil (2011) Microsoft Desktop Partner of the Year (2011) Microsoft Dynamics Inner Circle and President s Circle (2012, 2011, 2010, 2009, 2007, 2006 und 2005) Microsoft Enterprise Alliance Partner of the Year (2010, 2009, 2008, 2006, 2004 und 2001) We have long time experience in delivering projects in a global and connected world, which brings predictable value to our clients. Avanade turns successful innovations into repeatable solutions - means less time and money spent on realizing results. Always On: our global community of experts collaborates around the clock to bring the best ideas forward and solve problems fast. Our passion for delivery - we deliver value according to each customer s requirements, timeline and budget. Our unique connections with Accenture and Microsoft deepen our insight and accelerate our pace widening our lead in mission-critical Microsoft solutions. Custom.NET development incl. Cloud (Azure) Collaboration Solutions based on SharePoint Transform Workplace Replace Desktop and Office Apps CRM / xrm ERP SAP Spoke + Industry Templates Outsourcing +Managed Services Windows 8, Phone, Tablet Business Intelligence + wrap services on SAP DWH Private Cloud Datacenter including Virtualization Cloud IaaS, PaaS, SaaS with Azure & Office 365 Platforms Best Place to Work Deutschland (2012) Top Employers Schweiz (2012)

24 Contact Stephan von Hammel Director Business Development Avanade Deutschland GmbH Office Kronberg Campus Kronberg 7 D Kronberg im Taunus Mail: [email protected] Phone: +49 (6173) Mobile: +49 (151) Carsten Heitmann Group Manager Business Development Avanade Deutschland GmbH Office Kronberg Campus Kronberg 7 D Kronberg im Taunus Mail: [email protected] Phone: +49 (6173) Mobile: +49 (175)