Banking
Lasting customer management for your company
An increasing number of efficient customer management programmes work by intelligently linking up data from a variety of sources within the company. Modern systems go far beyond the conventional administration of core customer data. These days, systems offer a variety of new ways to analyse data and provide insights into customer preferences.
We can help you define sure-fire and efficient customer management strategies, and then translate these into reliable IT systems based on versatile and freely configurable rule engines. Our CM solutions tap into highly insightful information which is often just waiting to be discovered in your core customer data, optimise internal processes through modelling (EPK UML, BPMN, BPEL) and enable you to cut the cost of back office operations. GFT’s customer management modules provide you with valuable support at every stage of the customer management value chain – from original data analysis to strategy development, preparing specifications, implementation in the back-end processes and, ultimately, live operation.
Innovative customer management application
Learn more about the nearshore-partnership between RBS and GFT for developing an innovative customer management application:
Sander Daniels, Global Head of Client Relationship Management, Royal Bank of Scotland and Karl Rieder, Delivery Manager, GFT IT Consulting
GFT´s customer management methodology
Drawing on 20 years of experience in implementing CRM and BI projects, GFT has developed its own customer-centric Customer Management methodology. This provides valuable support at every stage of the Customer Management value chain, from original data analysis and strategy development to specification planning, back-end process implementation, and, ultimately, live operation.
The first and most important task is for organisations to define a Customer Management Business Roadmap. This is where objectives, a working plan and key affected areas are captured. Success at this stage hinges on the ability to prioritise processes and the functional requirements of stated objectives.
The Customer Management Select module pinpoints IT tools that meet the criteria outlined in the roadmap.
Customer Management Perform matches the recommended CM Suite to the commercial and technical needs of the company.
Our Customer Management Business Check module helps companies optimise the entire CM process roadmap.
The Customer Management System Check module analyses the compatibility of the company’s process roadmaps with existing CRM systems and integration issues.
With Customer Insight the company’s understanding of its customers is deepened. This involves an extensive analysis of processes relating to specific data and fields, technical interfaces, databases, reporting systems and BI suites.
Finally the Customer Intelligence module effectively redefines company ‘intelligence’ and captures the prerequisites for automating campaign management and real-time decisions. It does this by predicting how customers will behave in the future. By communicating company values, figures and strategy changes uniformly, through all channels, this module also allows companies to manage processes promptly from the centre by offering new services and product packages.
GFT draws on the partnership of a variety of leading international technology providers for the technical implementation of customer management solutions. These include Oracle, SAS, Informatica and Microsoft Dynamics.
References
GFT customer management professionals can be relied on as experienced partners in the development of efficient customer management and business intelligence systems. Their expertise ranges from specialist business issues to the implementation of comprehensive technical integration scenarios, adhering to recognised international standards such as CMMI. The following projects are a mere selection of the types of projects we have worked on to help clients – at every stage of the customer management value chain.
The Customer Management Select module pinpoints IT tools that meet the criteria outlined in the roadmap.
Customer Management Perform matches the recommended CM Suite to the commercial and technical needs of the company.
Our Customer Management Business Check module helps companies optimise the entire CM process roadmap.
The Customer Management System Check module analyses the compatibility of the company’s process roadmaps with existing CRM systems and integration issues.
With Customer Insight the company’s understanding of its customers is deepened. This involves an extensive analysis of processes relating to specific data and fields, technical interfaces, databases, reporting systems and BI suites.
Finally the Customer Intelligence module effectively redefines company ‘intelligence’ and captures the prerequisites for automating campaign management and real-time decisions. It does this by predicting how customers will behave in the future. By communicating company values, figures and strategy changes uniformly, through all channels, this module also allows companies to manage processes promptly from the centre by offering new services and product packages.
GFT draws on the partnership of a variety of leading international technology providers for the technical implementation of customer management solutions. These include Oracle, SAS, Informatica and Microsoft Dynamics.
References
GFT customer management professionals can be relied on as experienced partners in the development of efficient customer management and business intelligence systems. Their expertise ranges from specialist business issues to the implementation of comprehensive technical integration scenarios, adhering to recognised international standards such as CMMI. The following projects are a mere selection of the types of projects we have worked on to help clients – at every stage of the customer management value chain.
The development of a customer data repository and corresponding applications as a basis for cross-selling investment banking products at a major European bank
The development of an integrated customer management system in local bank branches and call centres for a large European universal bank, plus ongoing support
The design and ongoing redevelopment of CRM architecture for a leading German insurance group, plus operational support
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