Creating exceptional customer experiences to drive competitive advantage
Company Size
1,000+
Region
- Europe
Country
- Netherlands
Product
- Oracle Siebel Customer Relationship Management
- Oracle Policy Automation
- IBM AIX
- IBM Rational ClearCase
- IBM Rational ClearQuest
Tech Stack
- Oracle Siebel CRM
- Oracle Policy Automation
- IBM AIX
- IBM Rational ClearCase
- IBM Rational ClearQuest
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Application Infrastructure & Middleware - Data Exchange & Integration
- Application Infrastructure & Middleware - Middleware, SDKs & Libraries
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Process Control & Optimization
- Regulatory Compliance Monitoring
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Rabobank is a multinational banking and financial services company formed in 1972 and headquartered in Utrecht, Netherlands. The bank has operations across Europe, North America, and Australia, employing more than 46,000 people and managing assets of more than EUR 674 billion as of June 2015. The rise of new digital technologies and growing competition are redefining the banking industry. To survive and thrive in this turbulent market, Rabobank must focus on driving high operational efficiency and delivering excellent, personalized service.
The Challenge
Rabobank, a multinational banking and financial services company, was facing the challenge of understanding individual customer needs and responding with personalized services. The bank's local branches were taking tailored approaches to customer management, which made it difficult to gain a clear view of each customer's history, channel preferences, priorities, and behaviors. The in-branch personnel had to switch between multiple systems to build up a full picture of customer interactions across the bank. This was a time-consuming process that delayed response to customer demands and made it difficult to understand how to best serve each customer.
The Solution
Rabobank partnered with IBM to consolidate more than 50 systems into a single Oracle customer relationship management platform. This empowered teams with unprecedented insight into clients. The bank uses Oracle Siebel CRM solutions in combination with Oracle Policy Automation to create straight-through processing flows for tasks such as issuing new bank cards. This functionality is also important to help deliver fine-grained reports for the bank’s business users, facilitating compliance with increasingly stringent regulatory reporting requirements. Moreover, compliance checks for sales activities are now fully automated. To provide a rock-solid foundation for its Oracle application landscape, Rabobank takes advantage of leading IBM Power Systems servers, running the IBM AIX operating system.
Operational Impact
Quantitative Benefit
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