For more information about Luxoft, visit www.luxoft.com www.luxoft.com/financial-services/ case study 26.09.2012 Client Relationship Management System for Global Investment Bank Summary Build a vertical client relationship management (CRM) solution that is tailored to the global investment bank s strategies and business processes. Client: A top five global investment bank Business Area: Client Relationship Management Technology Set: Oracle, Java, Hibernate, ORM, Spring Framework/ MVC, Liferay portal, SSO, Cognos Integration: Dealogic, BoardEx, Lotus Notes/Outlook, proprietary revenue and credit systems User Profile: Sales Managers, Global Relationship Managers, Senior Executives within CIB/Global Banking divisions Over 5000 users worldwide Geography: Americas, Europe, and Asia Relationships Status: Ongoing ODC, Fixed Price Services Provided: Full cycle: Business analysis, Development, QA/Testing, Maintenance Team Size: Over 30 team members Duration: Over 5 years development and maintenance
Business Challenge The bank s Corporate Investment and Global Banking divisions needed to improve the quality and efficiency of their client relationships and to decrease overall transactional costs. To achieve greater agility in the market, the bank defined the following high-level requirements for the CRM solution: Standardize client information across the global banking departments and divisions Add marketing functionalities to improve the quality of client relationships Provide key performance measurements for client relationships and market data to improve decision support Provide support for finely-grained, bank-specific entitlement rules Develop a plan for user adoption and business process unification Develop a migration and rollout plan that will eventually absorb and replace all legacy CRM applications used by the global investment banking divisions Luxoft Delivered Solution Luxoft built a solid foundation with a client-centric database that consolidates and distributes the client information across the bank based on the bank s client hierarchy, to improve user adoption while unifying the business processes. The system is integrated with multiple sources of data, downstream consumers, and external data providers to enhance decision-making and alignment with the bank s overall strategies. Its unique security model provides secure access to data via entitlement rules without sacrificing the application s ease-of-use. The state-of-the-art technology platform, with extensive use of open source components, provides cost-effectiveness, maintainability, scalability, and performance. The functional highlights of the CRM application include a client workbench concept to aggregate and distribute client data: Contact management tools provide comprehensive client contact details with BoardEx integration for new business development 02
Relationship management tools for the client service team, along with visual tools to explore the client relationship network and to determine relationship strength Client interaction tools such as Forward Calendar that is integrated with multiple mail clients (Outlook or Lotus Notes) and Call Reports for logging meeting results with entitlements for highly sensitive content Client Wallet provides analytical views of the bank s performance for a particular client compared to competitors and the overall performance of the respective industry sectors, regions and products Pipeline management tools log prospective deals and opportunities, and provide a deals pipeline workflow to track deals from pitched to closed status Marketing management tools for events, materials, and campaigns Client Financial tools give visibility to revenues, credit and risk-adjusted return on capital, and credit ratings; client profitability analysis; and a comprehensive market intelligence dashboard for industry analysis Advanced reporting with a comprehensive MIS subsystem Advanced search facility Entitlements management using industry- and bank-specific rules Configurable layout for ease of use and to facilitate adoption The application is used in all of the bank s locations across the Americas, Europe and Asia. There are currently over 5,000 registered users from sales managers to senior executives. 03
Benefits The bank realized incremental savings with the new CRM application that provided the following key benefits: Accurate, up-to-date, and comprehensive views of each client relationship Improved cross-selling capabilities due to the data being split into a single-client view concept Improved user experience through intuitive user interface and ease of navigation 9,000 hours of yearly labor savings for call reports logging only 30-40% estimated development cost reduction from outsourcing to Luxoft Improved functionality, flexibility and performance when compared with legacy applications Major cost savings as a result of moving to open source components and hardware decommissioning Customer Feedback Our Luxoft team continually proves that they are as committed to our success as we are, that they are prepared to lead rather than simply follow, ensuring that we get the best possible solution based on an objective assessment. Daniel Marovitz, Managing Director, Head of Product Management, GTB & COO of Technology and MIS 04
About luxoft Luxoft, a principal subsidiary of IBS Group, is a provider of advanced application and software engineering outsourcing services for global and regional enterprises. Luxoft builds partnerships with its clients, such as Boeing, IBM, Deutsche Bank, UBS, Harman, Avaya, Alstom, and Sabre, based on the culture of engineering excellence, innovation, and deep domain expertise. Luxoft offers international delivery capability through its network of state-of-the-art delivery centers in North America, Eastern Europe, and Asia. Luxoft`s customers benefit from the right mix of technology skills, industry knowledge, proprietary processes and methodologies, and a choice of engagement models. For more information about Luxoft, visit www.luxoft.com www.luxoft.com/financial-services/ 2012 Luxoft