Published on 07-Jun-2006
Validated on 07 May 2013
"IBM’s contribution has been instrumental in all streams but one element exceeded all my expectations: top quality project management driving a joint team of 100 project staff to go the extra mile with Swiss precision, British flexibility, Dutch down to earth mentality and American optimism, in order to succeed, to enjoy and to deliver sustainable benefits for our clients. " - Jan Verbraak, VP Working Capital, ABN AMRO
ABN AMRO, a major European bank, improves customer service and retention rates while reducing costs and improving efficiency through a consolidation strategy developed and implemented by IBM Global Business Services.
Although ABN AMRO rated highly with its products and pricing, the bank was receiving low marks in the service area. In addition to needing to respond better to customers, other industry benchmarks indicated local service centers had a number of process efficiency and cost issues. ABN AMRO needed to make a major shift to its customer service structure to consolidate operations, improve process efficiencies, reduce costs and improve its level of customer support.
IBM Global Business Services helped transform ABN AMRO's customer service operations across EMEA by consolidating local client service activities into regional Service Quality Centers (SQC) with the latest in CRM and telephony equipment and establishing a dedicated group of client representatives to service the bank's highest-need customers.
As a result of the IBM Global Business Services solution, ABN AMRO realized tangible benefits, including:
- Increased efficiency and cost savings--reduced overall resources 21%, while increasing the number of calls handled
- Eliminated high risk audit issues within client services
- Reduced operational risk
- Improved employee satisfaction
The Working Capital business including Trade, FX, Cash and Payment Services, has gone through a major consolidation over the past few years. Major Wholesale Clients have became global players and several banking institutes have reflected this trend by globalizing and consolidating their business as well. ABN AMRO was a relatively late starter in this market but has gained significant market share in recent years, mainly in the Corporate Client segment. ABN AMRO's selling points were its flexibility in product offerings and its customer service orientation, offering local representatives in almost every country of operation.