Solutions for multi-channel

A 360^o customer view
Who are your customers? What are their expectations? Different customers have different needs and expect personalized service at every touch point. IBM multi-channel transformation solutions help link your customer channels to provide a consistent customer experience-and build a single view of the customer-no matter how or where they choose to bank. From the office. At a kiosk. Over a PDA.

IBM multi-channel transformation solutions can help your bank build a smart branch. Integrate key technologies with advanced retail sales techniques to help lower operating costs while enhancing revenue and improving service.

IBM is expertly positioned to provide a fully integrated, customized solution for the banking front office environment using consultants and alliance partners experienced in retail banking.

The IBM integrated suite of front-office offerings can help drive revenue, reduce costs and personalize the banking experience. We can help:

• Develop a strategy to maximise the value of face-to-face and self-service interactions.
• Improve the capabilities of bank personnel to understand customer needs.
• Improve employee productivity and morale by providing role-based work environments to access information, applications and data in a unified view.
• Reduce costs through more effective branch operations.
• Accelerate the development and deployment of applications and integration of channels through a robust, flexible infrastructure with banking-specific components.

Branch transformation solution from IBM and Cisco Is your bank making optimal use of branches? You can deliver competitive and comprehensive customer care, while helping to enable fast delivery of new products and services. Offer your customers access to your bank via a variety of integrated channels. Provide wireless messaging and notification. Enable employee mobility. Retail banking branch and teller solution from IBM and Siebel Systems Can your tellers access an integrated, complete view of the customer standing in front of them? Can they effectively cross- and up-sell targeted customers? Can your current systems leverage the wealth of legacy data you have saved? Energize your front-line staff with customer-centric tools from IBM and Siebel Systems. Service resolution management solutions from IBM and KANA Escalating call times and volumes, high staff training costs and inconsistent, slow service can all lead to frustrated customers. IBM and KANA can help your organisation extend the value of your current CRM system to provide exceptional customer service at a lower overall cost by focusing on service resolution management.