Experience Branch is a software package supporting bank’s sales and servicing operations on assisted channels, such as bank’s branch network, external agencies and call center. The platform is characterized by rich UI, 3-tier architecture, strong and flexible input validations, high security standards, multi-language support, context-sensitivity, common workplace functionality, and a wide range of integration options. Products are developed using a model-driven approach, on top of customized IBM IFW models, which represents the world’s leading practice in the banking domain.
Experience Customer Insight Module
The solution efficiently supports sales and servicing activities on assisted channels, including the continuation of processes initiated through other channels.
With a modern sales product catalog and flexible pricing, lead management, and capability to tightly integrate with the core system during (not only after) the sales process, it is a powerful sales tool which seamlessly integrates sales with banking core business. It comes with included performance monitoring system: the ability to set sales targets and to track target realization.
Teller module supports a wide range of customer services such as cash deposits and withdrawals, payments, money transfers, and other. It enables single settlement for multiple cash transactions at the end of the customer servicing session, with a denomination structure entry. It comes with an included cash and inventory management system that enables maintenance of various inventory stores such as cash desks and treasury vaults, and managing movements between these stores.
Key functionalities
Rich user experience
Consistent design and screen layout with the role-specific home page, multi-page support, favorites, and navigation history
Multi-language and multi-culture support
Easy navigation via links, command search, and integrated full-text search
Context-sensitive information and actions
Calendar, chat, user notifications
Complete customer information file
Customer enrollment using wizards and simple forms
Maintenance of complex and customizable data structures related to the customer, such as multi-level inter-party connections, financial reports, questionnaires, etc.
A range of integration options, allowing complex customer identity mapping, and acquiring additional detailed and summary information from various integrated systems
Powerful search capabilities
Full-text search of customers, arrangements and products
Customer search by name, identification document, account number, etc.
Following links in search results to navigate to more detailed overviews
Market-oriented sales product catalog
Products modeled by market needs, not by technical limitations of core system. The hierarchy can be as deep and granular as required by the bank
Powerful many-to-many mapping capability with the core system product configuration
Flexible and transparent pricing
Support for diverse price derogation criteria
Capability to integrate with various price definition systems
Transparent price presentation with insights into the price structure
Controlled price negotiation
Customer-centric sales & servicing
Sales or servicing started from a 360° customer view or using a customer session
Lookups and supporting information filtered based on the customer in context
Overseeing full customer relationship, including sales processes started through other channels, customer complaints, rating, delinquency summary, etc.
Lead management
Lead entry and follow up
View leads from customer overview and start sales directly from the lead
Execute campaigns following leads generated from marketing lists
Robust transaction execution
Mechanisms for ensuring inter-system transaction consistency
Easy customization of a transaction flow with validation rules, 4 eyes enforcement, and modification of the execution workflow
Integrated cash and inventory handling with end-of-customer-session settlement of multiple cash transactions including denomination structure support
Flexible case management
Support for various customer, sales, and servicing cases – work items
Assignment of work items to users and groups
Tracking case resolution performance and bottlenecks
Business benefits
Improved customer experience
Smooth and efficient customer service achieved by integrating the functionality of multiple IT systems into a single coherent desktop
Omnichannel architecture
The system provides full support for the omnichannel approach to selling products and services
Mitigation of operational risk
Ensuring consistency of data across all systems integrated with the platform
Eliminating errors with powerful and flexible validation rules
Enforcement of 4 eyes principle
Reduction of user training costs
Achievement of cost savings by implementing or modifying business processes on just one user desktop instead of multiple systems
Faster time-to-market for changes
Shortening the time required to upgrade any business processes (launching of new banking products and services, optimizing the existing operating processes)
Technology stack
Programming languages and main frameworks
Microsoft .Net (C#), Windows Presentation Foundation, Windows Workflow Foundation, Windows Communication Foundation, Entity Framework
Presentation
Rich client Windows desktop application with ClickOnce deployment
Application server
WCF services deployed at Microsoft IIS
Database
Microsoft SQL Server
Integration standard
Web services (SOAP and REST)
Service Bus for Windows Server
Batch data synchronization with staging
Client-level integration: inter-application calls using external links
