A proprietary teller system expands service delivery capabilities

IBM IT transformation and network services weave a web of flexible, streamlined system operations

Published on 07-Mar-2013

"IBM helped us upgrade our infrastructure for greater efficiency while implementing a proprietary teller system. Our collaborative efforts resulted in significant operations improvements and greater ability to drive new customer revenues." - Chief information officer, a large Australian banking group

Customer:
A large banking group

Industry:
Banking

Deployment country:
Australia

Overview

This large banking group, founded in the early1800s, is one of the first banks established in Australia. The once single-office establishment now has branches and controlled entities throughout Australia, New Zealand and the Pacific region and maintains offices in key financial centers around the world, including London, New York, Hong Kong and Singapore. The group employs more than 38,000 people and reports global assets of USD670 billion.

Business need:
An Australian banking group was impeded by a teller application platform that lacked the capabilities to meet operations and customer service needs.

Solution:
IBM® Global Technology Services® optimized the bank’s infrastructure and deployed a new teller platform to streamline operations.

Benefits:
Through the IBM-led transformation, the information-rich, customer-focused enterprise system provides greater customer insight and increased revenue potential.

Case Study

This large banking group, founded in the early1800s, is one of the first banks established in Australia. The once single-office establishment now has branches and controlled entities throughout Australia, New Zealand and the Pacific region and maintains offices in key financial centers around the world, including London, New York, Hong Kong and Singapore. The group employs more than 38,000 people and reports global assets of USD670 billion.

Challenge

During its nearly two centuries in business, the large Australian banking group has become a top-tier bank through carefully executed merger, acquisition and divestiture activities. For years, the financial institution had integrated new business activities using its PC-based teller application. The aged platform lacked the stability and reliability that the world-class bank required. The bank’s IT group investigated and tested applications available throughout the industry in search of a replacement. During a merger, the Australian banking group obtained ownership of a proprietary teller application, equipped with a highly flexible and scalable platform. After thoroughly reviewing the platform’s capabilities and stability, the banking group decided to adopt it across its own organization. With a breadth of more than 800 branches and two key data centers, however, the banking group needed the expertise of an IT solution provider that could design a strategy and implement the transformation in the financial institution’s IT and networking environments. Banking industry knowledge, proven in-depth IT services capabilities and leading-edge design and implementation experience were essential to mitigate risk for the millions of customers who rely on this leading financial services provider.

Solution

Since 2000, the IBM Global Technology Services—Strategic Outsourcing team has managed the financial institution’s production and disaster recovery data center environments. The bank chose the IBM IT Transformation Strategy and Design Services and IBM Networking Strategy and Optimization Services teams to modify its IT environment. The IBM and client teams closely collaborated to replace the company’s PC-based teller platform with the new proprietary teller platform. The IT Transformation Strategy and Design Services team analyzed the company’s IBM System z® mainframe environment and the IBM DB2® and IBM Tivoli® OMEGAMON® XE solutions included in the bank’s existing infrastructure. The teams used IBM WebSphere® Application Server software to customize the new teller platform for use across the banking group. The Networking Strategy and Optimization Services team performed infrastructure changes to streamline system communication among branches and corporate data centers. The overall engagement included 280 hours of extensive application, production and disaster recovery testing to mitigate the bank’s system and organizational risk to facilitate successful deployment of the teller platform on thousands of retail desktops throughout the bank’s 800 branches.

Benefits
● Transforms an aged teller platform into an information-rich, customer-focused enterprise system for service excellence
● Standardizes and streamlines teller operations and reporting for greater customer insight and revenue potential
● Provides a flexible, scalable infrastructure that supports the bank’s merger, acquisition and divestiture business model

For more information

To learn more about IBM IT Transformation Strategy and Design Services or IBM Networking Strategy and Optimization Services, please contact your IBM marketing representative or visit the following website: ibm.com/services

Products and services used

Legal Information

© Copyright IBM Corporation 2013 IBM Corporation Global Technology Services Route 100 Somers, NY 10589 Produced in the United States of America February 2013 IBM, the IBM logo, ibm.com, DB2, Global Technology Services, OMEGAMON, System z, Tivoli, and WebSphere are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml This document is current as of the initial date of publication and may be changed by IBM at any time. Not all offerings are available in every country in which IBM operates. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided.