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CLIENT CASE STUDY


Leading Italian bank: Developing and implementing a new channel strategy

This leading Italian bank, a subsidiary of a large global banking group, has more than 900 branches and more than 1.7 million customers.

Overview

This leading Italian bank, a subsidiary of a large global banking group, has more than 900 branches, more than 9,000 employees and more than 1.7 million customers.

Its net banking income in 2010 exceeded €1.2 billion.

When its new parent company needed help in setting up an online banking service, it called on Accenture.

Opportunity

When the bank was acquired by the global banking group, the group did not serve its customers through an online channel.

Customers of the subsidiary were left without the services to which they had become accustomed. The group set out to establish itself as a leader in online banking to improve customer retention, attract new customers and exploit cross-selling opportunities.

Solution

Accenture identified specific focus areas for the initiative, including online and mobile banking channels; a selling platform and back-office portal; a content management platform; and enhancement of the bank’s other channels such as automated teller machine and telephone banking. We provided project management, business process design, technical architecture and infrastructure, solution development and commercial strategy assistance.

Accenture implemented a Microsoft- based solution that reduced total cost of ownership and leveraged existing IT skills.

Accenture also, managed a comprehensive, detailed design phase that ensured that the new platform met all of the group’s requirements and integration needs while minimizing its dependence on multiple systems and maximizing the reuse of existing services.

Results

In this project, Accenture:

  • Helped the bank successfully develop and implement a multichannel strategy in an aggressive timeframe (about 18 months), with little-to-no impact on the group’s legacy systems.

  • Implemented a Microsoft-based Internet banking platform that is robust, flexible and scalable.

  • Deployed a platform dedicated to the small business segment with innovative new functions such as multibanks (allowing customers to manage expenses by accessing data about their accounts with other banks) and e-docs (electronic storage of statements and other customer documents).

  • Signed 10,000 new individual Internet banking contracts and 5,000 more for small businesses in the first three months.

Industry & topics highlighted

Financial Services Mobility