GFT Group continues dynamic growth in first quarter of 2015 – significant increase in revenue and earnings

CeBIT: GFT’s context-based account management heralds new quality of customer contact

  • Networked IT systems enable banks to personalise services
  • Faster expert response to bank customers’ financial questions
  • GFT unveils Digital Banking Lab at CeBIT in CODE_n hall 16

The competition for customers among banks is in full swing. Pure online banks and fintech startups are making life increasingly difficult for classically aligned banks on a growing number of fronts. However, those retail banks that invest now in their digital future and align their service portfolio with customer wishes stand a good chance of facing down the ever fiercer competition. GFT will be showing how bank branches might interact with customers in future with its “Context-Based Account Management” at the CeBIT computer fair (CODE_n hall 16 / D30, GFT stand 07).

Stuttgart, 13 March 2015 – Anyone who occasionally visits their local bank knows the procedure: first stand in line, then answer the bank clerk’s questions and wait while they diligently enter the data in their computer. More often than not, a colleague or the branch manager has to be consulted before the desired transaction can be processed. More waiting – and a growing certainty that personal service really ought to be different.

With its context-based account management, GFT will be showing at CeBIT how banks can strengthen the bonds with their customers and achieve a new level of quality. In a bank branch of the future, customers are automatically recognised via their smartphone when they enter the premises. The system uses small beacon transmitters, Bluetooth Low Energy and a banking app developed by GFT which also runs on smartwatches. The welcome message on the customer’s phone not only includes information about the expected waiting time, but also the name – and photo – of the bank employee who will be serving them. A further pleasant surprise then follows at the counter: thanks to information provided by the customer in advance via an easy-to-use app, the clerk already knows what they want – for example, to open a current account. This means that the bank employee has all the relevant information on his screen right from the start – saving valuable time and giving the customer the feeling he is being treated well.

But context-based account management offers even more benefits. “If the clerk knows the customer’s current private and financial circumstances, he can directly suggest possible solutions or make an interesting upselling offer,” explains Bernd-Josef Kohl, Head of Business Consulting at GFT. This new service dimension is only possible with an intelligently networked IT infrastructure, however. “Banks that introduce context-based account management can prepare an individual needs analysis in just a few steps and secure a place in the digital lives of their customers, e.g. by pushing current financial information to their smartphones. The intelligent digital transformation of their business models is a huge opportunity for banks to secure enduring relationships with their customers,” stresses Kohl.

GFT’s Digital Banking Lab solutions at a glance

GFT’s Connected Living Room

Mobile payments: peer-to-peer from smartphone to individuals or via NFC in shops and restaurants.

Intelligent finance management: based on self-learning document recognition technology from, which enables e.g. scanning of information from printed forms via smartphone and digital documents like PDFs, Word files or e-mails. Processes liking paying invoices, processing and filing (smartphone, tablet, banking app) are initiated automatically.

Automated account optimisation: placing customer at the centre – as demonstrated by the example with overdrafts. Based on Customer Insight solutions, the bank can predict possible account overdrafts and suggest ways to prevent them. With its automated offer of cheap bridging loans or suggestion to transfer funds from a savings account, the bank demonstrates that it understands customer needs and thus strengthens customer loyalty.

GFT Future Bank Branch

Context-based account management: e.g. opening an account – automated identification and greeting of customer on entering the branch via smartphone and direct enquiry about the desired service by push e-mail. Customers receive the name and photo of the bank employee responsible for them as well as information about the expected waiting time (smartphone, smart watch, banking app). Before the discussion begins, the bank clerk already has all the relevant information and can get straight to business. 

If the clerk knows the customer’s current private and financial circumstances, he can directly suggest possible solutions or make an interesting upselling offer.”
Bernd-Josef Kohl Head of Business Consulting at GFT
Bernd-Josef Kohl