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IBM Sales and Distribution Banking - Front Office Solutions

Solution Brief

Account opening for

Enhance your account opening experience to keep
more customers

Account opening is a critical customer-facing function that sets the

Highlights tone for your customer acquisition and customer relationships. But
account opening and maintenance are significant cost centers. To
● Provide a faster, more convenient and increase revenue and help ease cost concerns, leading banks are looking
innovative customer experience by
leveraging known information and to transform their account opening activities at the enterprise level.
insight IBM can help improve this critical process.
● Offer additional value with targeted
products and services based on antici- Open the door to easier banking
pated needs and desires A new generation of customers—accustomed to increasingly innovative
● Leverage channels, such as smart retail experiences—has expectations of more satisfying and faster inter-
phones and ATMs, in new and innova- actions with financial institutions. For example, you could offer credit
tive ways card applications via a mobile phone, with approval in just minutes. Or
● Allow the customer to interact in a use an ATM to extend personalized offers such as account upgrades or
seamless manner across all channels reward opportunities, and then allow the customer to accept or learn
● Lower account opening costs and gen- more right there. Because, after all, superior customer service retains
erate higher annual revenues more customers and the account opening solution for banking from
IBM can help.

Leverage the information and insight that your institution already has
regarding a customer, such as current products, recent purchases or
change in life events. You can proactively offer personalized, targeted
offers and recommendations. Your customer will recognize and value
the fact that they are understood individually and the relationship will
be strengthened. Increased revenues from that relationship generally
Maximize the customer experience by allowing the customer to get
through the account opening process in a continuous, seamless manner
across all channels. For example, begin a loan application on the
Internet, then transition to a client service representative (CSR)
in the contact center to get help with some questions regarding the
application—without having to reenter information—and then allow © Copyright IBM Corporation 2010
the customer to go into the branch location to meet with a sales associ- IBM Corporation
ate to finalize the request and provide the required signature. The sat- Route 100
Somers, NY 10589
isfaction of this kind of seamless experience is a key factor in building
long-term customer loyalty and advocacy. Produced in the United States of America
January 2010
All Rights Reserved
Build on a solid foundation
IBM, the IBM logo and are trademarks or
The account opening solution is based on the IBM Banking Industry registered trademarks of International Business Machines
Framework, which provides a solid, comprehensive platform upon Corporation in the United States, other countries, or both. If
which to build the capabilities that provide the functionality and level these and other IBM trademarked terms are marked on their
first occurrence in this information with a trademark symbol
of service described above. Transform your IT environment to support (® or ™), these symbols indicate U.S. registered or common
these new capabilities while reducing operating costs by: law trademarks owned by IBM at the time this information
was published. Such trademarks may also be registered or
common law trademarks in other countries. A current list of
● Creating a single view of the customer within your enterprise. IBM trademarks is available on the Web at “Copyright and
● Presenting the optimal information and functionality to each bank trademark information” at
employee through a role-based “integrated workplace” to enable a
Other product, company or service names may be
superior customer experience. trademarks or service marks of others.
● Automating and reusing business processes across channels for less
development and maintenance costs; using external business rules to Please Recycle
greatly enhance the agility of the defined processes.
● Managing all aspects of a business process from a single viewpoint
from start to finish.
● Digitizing documents and submitting them to an enterprise content
repository so they can be easily leveraged across the enterprise.
● Distributing documents to customers digitally and allowing them to
sign documents electronically, shortening and transforming some
business processes.
● Using customer analytics and insight to understand who your prof-
itable customers are and focus on them.
● Eliminating duplications in systems and data.

Our consulting teams will work with your to construct a tailored

account opening solution that can help streamline, compress and digi-
tize your processes. We can help remove the duplication of effort that
increases operational costs; eliminate the lengthy application process
that can lead to unsatisfied customers; and give your staff more time to
focus on building relationships and selling products and services.

For more information

To learn more about the account opening solution for banking, please
contact your IBM representative or IBM Business Partner, or visit: