We Create Digital Leaders

The challenge

Helaba embarked on an ambitious digital transformation strategy, starting in 2016. A priority was to provide a comprehensive digital banking channel for customers that simplified access to existing digital products and interfaces within a consistently designed user experience. Information for customers needed to be unified into an always-available, on-demand resource.

The solution

Digital customer portal for real estate and corporate clients
The Helaba customer portal was set up with the CREALOGIX front end and integrated with a large number of different banking back office systems by service partner adesso. Corporate banking customers who have a complex array of banking services now enjoy an intuitive and consistent overview of all their investments, loans, accounts, and derivatives. Instead of waiting for bank communications or requesting information on the phone or in branch, customers now have all the details they need at their fingertips.

Customers have given very positive feedback, welcoming the new digital functionality provided and noting both the ease of use and performance in day-to-day banking tasks. Helaba has successfully enhanced its brand recognition in Germany as a pioneer in digital banking for business customers.

Helaba is pursuing an agile approach to expanding its offerings further, incorporating direct customer feedback from the first releases. Helaba continues to work with CREALOGIX to develop the customer portal and roll out innovative digital banking features.

Challenge

The technical challenge for Raiffeisen was, on the one hand, the optimisation of communication with the application. However, (client and server-side) resources also needed to be optimised. A technical consolidation was also needed on a number of levels. From a professional point of view a new design had to be provided for online banking and individual information had to be able to be displayed to the customers.

The Most Important Enhancements for the Customer in Overview

• Notifications and Messages
• Prognosis: payments carried out and standing orders
• Full text searching and filtering functionality for account statements and standing orders
• Diagram read-out
• Quick function

1,2 million

E-Banking Customers

320,000

E-Banking logins per day

120 million

Payments per annum

In the interim E-Banking has been implemented for all customers. Customer responses show that above all the new design, supplementary features and clarity score well with the customers.

The St. Galler Kantonalbank is one of five cantonal banks, which upgraded to the new Digital Banking from CREALOGIX in 2015. Alongside the most extensive range of functions, E-Banking from CREALOGIX offers an open and high-performance architecture and great security for both the bank and its customer.

SGKB customers enjoy the freedom to conduct their banking anywhere, any time. Within the Digital Banking Hubs module CREALOGIX caters to active customer service and contact. The Campaign module lets the bank offer its clientele relevant offers at the right time. The Personal Finance Management module helps customers to manage their household budgets.

Challenge

• Strong growth from 140,000 to over 3 million customers.
• Rapid time-to-market for product and service innovations.
• Integration of partner products and services (e.g. credit cards, vouchers, PayPal accounts, etc.)

Solution

Digital banking solution, including online banking, online brokerage, self-service processes, online applications, online campaigns, Touch ID, post box, content management system, etc.

90%

Satisfied customers

3,000,000

Customers

97%

Recommendations

Enhanced customer retention and customer satisfaction: 90% of customers are “highly satisfied”, 97% would recommend DKB. Cross-selling could be increased significantly. Launch of new, more innovative products possible in weeks instead of months.

Challenge

In the first stage of the implementation they were looking for integration into all transaction and backend systems, as well as various content and data providers. In the second stage the strengthening of online sales and the introduction of the new digital strategy to focus on the customer was implemented. In addition PFM functionality was integrated, so as to be able to offer personalised information and processes for all customers.

Solution

The Digital Banking solution is the basic technological platform. All features, such as online banking, online brokerage, collaboration, campaigns and the new integrated Personal Finance Management function are based on that platform. Further future trends, such as third-party account connection, savings plans, etc., were implemented.

Through its digital strategy and customer personalisation Consorsbank could achieve an enormous improvement in customer satisfaction.  The Digital Banking project had a 60-80% lower implementation cost and time requirement. Cross-selling could be significantly increased.

With the new digital offering Coutts already gives their customers the advantage of making payments with their mobile or tablet. In addition, features such as news and insights and the ability to send personal messages to their customer manager are also offered to customers. The customers can set personalised notifications for themselves by SMS or email for scenarios based on, for example, account balances or transactions of a particular amount.

Business Case

Société Générale wanted to differentiate itself from its competitors with a new digital solution. On the one hand there was a demand that the core banking system remain independent, on the other hand they wanted an improved and more modern design. Security played a further important role. The high security requirements for their digital bank should be able to be fulfilled by the same provider.

The bank’s requirements were also driven by cost efficiency, an agile and flexible roadmap and the potential for simple integration into the back office system. Furthermore, Société Générale places a high value on innovation and differentiation from their competitors. These were all reasons why Société Générale chose CREALOGIX.

With the Digital Banking Hub from CREALOGIX Société Générale received a tailor-made online banking system. With its extensive functional scope Société Générale offers its customers a unique banking experience. Personal notifications, news read-outs, co-browsing and also the traditional and share trading module round out the entire programme package.