Improving operational efficiency and customer satisfaction

Rietumu Banka focuses on better collaboration and access to information

Published on 10-Mar-2011

Validated on 28 Oct 2013

"The Lotus platform enables us to store and organize corporate information easily and make it accessible." - Sergey Golubev, Head of IT Maintenance Department, Rietumu Banka

Customer:
Rietumu Banka

Industry:
Banking

Deployment country:
Latvia

IBM Business Partner:
CYONE SIA

Overview

Rietumu Banka is the largest bank in Latvia, generating 44 percent of local banking sector profit in the first half of 2010. It serves corporate customers and high net worth individuals in Latvia, Russia, other SIC countries and Eastern and Western Europe with comprehensive banking services, secure modern technologies and an individualized approach to customers.

Business need:
Fast-growing bank hampered by siloed information, inconsistent processes and disconnects between Internet banking and other core applications needed an upgrade to a modern, fully integrated system

Solution:
IBM® Lotus® software provides a standard platform for messaging, document management, customer relationship management and workflow applications, increasing efficiency and service while lowering costs

Benefits:
Employees connect quickly with company headquarters, information and people from wherever they are located, while streamlined workflows and access to information make it easier to meet customer needs

Case Study

Rietumu Banka is the largest bank in Latvia, generating 44 percent of local banking sector profit in the first half of 2010. It serves corporate customers and high net worth individuals in Latvia, Russia, other SIC countries and Eastern and Western Europe with comprehensive banking services, secure modern technologies and an individualized approach to customers.

Legacy environment threatens corporate effectiveness

After years of rapid growth in which the bank relied on propriety applications with siloed information to power its business, it had become difficult for employees to find information needed to do their jobs. The bank couldn’t develop applications for business logic easily because information was so dispersed. Daily tasks were not performed consistently across the organization, and disconnects between the Internet banking system and other core applications undermined customer service. Further, employees couldn’t collaborate while traveling or working offsite and remote workers lacked easy, reliable access to important information. All this undermined customer satisfaction.

The bank needed a modern, fully integrated system—stable, reliable, scalable and secure—that could offer fast access to information and people for every kind of worker.

Lotus platform drives consistent business processes

Rietumu Banka teamed with IBM and CYONE SIA, an IBM Advanced Business Partner that had previously consulted and worked closely with the bank’s Lotus software environment. Together they implemented a standard platform for messaging, document management, customer relationship management (CRM) and workflow applications based on IBM Lotus Notes and Domino, IBM Lotus Traveler and IBM Lotus Workflow software. All employees now have access to email, document libraries, the CRM system and consistent workflows, with access tailored to business roles. Some workers in IT and management also have instant access to the latest correspondence and notifications from other workers and to automated monitoring and business intelligence systems.

Lotus Workflow software automates standard internal tasks and processes as well as various requests and orders to the bank from the Internet banking system. Communications with external organizations through email, phone and fax can also be integrated into the workflows. There is centralized data storage and indexing for faster, more effective information search. As Sergey Golubev, who heads Rietumu’s IT maintenance department, observes, “The Lotus platform enables us to store and organize corporate information easily and make it accessible.” An additional benefit is that it is now possible to develop applications based on well-integrated business logic.

Collaboration and information access improve efficiency and satisfaction

Using the bank’s new system for communication and collaboration, employees can connect quickly with company headquarters, accessing information and colleagues from wherever they are located. Automated workflows bring consistency to business processes, and fast, accurate processing of corporate information enables employees to execute business tasks more efficiently, lowering costs. Streamlined workflows and ready access to information also make it easier for them to meet customer needs.

Golubev summarizes the business benefits: “By enabling users to find information quickly while also smoothing out collaborative processes, the Lotus solution strengthens our ability to deliver optimal service to customers, and this is raising customer satisfaction.”

For more information

To learn more about Lotus, please contact your IBM marketing representative or IBM Business Partner, or visit the following website: ibm.com/lotus

Products and services used

IBM products and services that were used in this case study.

Software:
Lotus Workflow, IBM Notes, IBM Domino

Legal Information

© Copyright IBM Corporation 2011 IBM Software Group Route 100 Somers, NY 10589 Produced in the United States of America January 2011 All Rights Reserved IBM, the IBM logo, ibm.com, Domino, Lotus and Lotus Notes are trademarks of International Business Machines Corporation in the United States, other countries or both. Other company, product and service names may be trademarks or service marks of others. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.