创造卓越的客户体验以提高竞争优势
公司规模
Large Corporate
地区
- Europe
国家
- Netherlands
产品
- Oracle Siebel Customer Relationship Management
- Oracle Policy Automation
- IBM AIX
- IBM Rational ClearCase
- IBM Rational ClearQuest
技术栈
- Oracle Siebel CRM
- Oracle Policy Automation
- IBM AIX
- IBM Rational ClearCase
- IBM Rational ClearQuest
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
- 应用基础设施与中间件 - 数据交换与集成
- 应用基础设施与中间件 - 中间件、SDK 和库
适用行业
- 金融与保险
适用功能
- 商业运营
- 销售与市场营销
用例
- 过程控制与优化
- 监管合规监控
服务
- 系统集成
- 软件设计与工程服务
关于客户
荷兰合作银行是一家跨国银行和金融服务公司，成立于 1972 年，总部位于荷兰乌得勒支。该银行业务遍及欧洲、北美和澳大利亚，拥有超过 46,000 名员工，截至 2015 年 6 月，管理的资产超过 6,740 亿欧元。新数字技术的兴起和日益激烈的竞争正在重新定义银行业。为了在这个动荡的市场中生存和发展，荷兰合作银行必须专注于提高运营效率并提供出色的个性化服务。
挑战
跨国银行和金融服务公司荷兰合作银行 (Rabobank) 面临着了解个人客户需求并提供个性化服务的挑战。该银行的当地分支机构采用量身定制的客户管理方法，这使得很难清楚地了解每个客户的历史、渠道偏好、优先事项和行为。分行人员必须在多个系统之间切换才能全面了解整个银行的客户互动情况。这是一个耗时的过程，延迟了对客户需求的响应，并且很难了解如何最好地服务每个客户。
解决方案
荷兰合作银行与 IBM 合作，将 50 多个系统整合到一个 Oracle 客户关系管理平台中。这使团队能够对客户有前所未有的了解。该银行结合使用 Oracle Siebel CRM 解决方案和 Oracle Policy Automation，为发行新银行卡等任务创建直通式处理流程。此功能对于帮助向银行的业务用户提供细粒度报告也很重要，有助于遵守日益严格的监管报告要求。此外，销售活动的合规性检查现已完全自动化。为了为其 Oracle 应用程序环境提供坚实的基础，荷兰合作银行利用领先的 IBM Power Systems 服务器，运行 IBM AIX 操作系统。
运营影响
数量效益
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