SPARDA Bank improves cross-selling through social collaboration
Company Size
1,000+
Region
- Europe
Country
- Austria
Product
- IBM Domino Designer 8.5
- IBM XWork Server
- Safebook
Tech Stack
- XPages Web development framework
- Private Cloud
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Revenue Growth
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Infrastructure as a Service (IaaS) - Private Cloud
Applicable Industries
- Finance & Insurance
Applicable Functions
- Sales & Marketing
Services
- System Integration
About The Customer
SPARDA Bank Austria Süd is a retail bank with branch offices all over Austria. Its business is based on providing banking and financial services through bank branches, mobile sales, and alternative channels. The bank was struggling with internal communication and collaboration, which was limiting its efficiency. Many of its customers were one-product buyers, and the bank believed it could increase cross-selling and up-selling if it could better understand its customers' needs. To achieve this, the bank sought a CRM solution to transform its marketing and sales processes while adding collaboration and social capabilities.
The Challenge
SPARDA Bank Austria Süd, a retail bank with branches all over Austria, was struggling with internal communication and collaboration. The bank's main tool for collaboration was email, which made it difficult for staff to share sales processes, product knowledge, and customer information. This lack of collaboration was limiting the bank's efficiency, particularly for geographically separated teams, branch offices, and mobile selling. Many customers were one-product buyers, but SPARDA believed this could change if they could identify unmet customer needs and close opportunities for up-selling and cross-selling. Therefore, SPARDA sought a CRM solution to transform its marketing and sales processes while adding collaboration and social capabilities.
The Solution
SPARDA sought help from IBM Business Partner INTRANET Software & Consulting GmbH, which implemented its Safebook software to improve customer relationship management (CRM) and online and mobile collaboration. Safebook’s aim was to optimize SPARDA’s communications and workflow processes in marketing, sales, and service. Drawing from nine databases at SPARDA, the software promoted information sharing and collaboration among employees, customers, and partners through tools such as Twitter-like feeds, a sales wiki, customer profiles, and an engine to recommend services to customers. The software could be used to manage customers, sales accounts, and product lines. Safebook was developed using IBM Domino Designer 8.5 software with its XPages Web development framework. For security’s sake, SPARDA deployed Safebook in a private cloud configuration implemented with IBM XWork Server software, an application server that also uses XPages technology.
Operational Impact
Quantitative Benefit
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