Product details

By continuing to use our site you consent to the use of cookies as described in our privacy policy unless you have disabled them.
You can change your cookie settings at any time but parts of our site will not function correctly without them.

Abstract

A financial institution has two options in transforming from being a wholesaler in a specialised market segment, to becoming a retailer with a large portfolio of financial services. The options are: (1) building an extensive branch network or merging with an existing retail financial institution; and (2) Internet banking combined with a call centre. The last alternative requires major organisational changes with a multi-channel customer approach, an IT infrastructure ready for the Internet, equipped with the latest customer relationship management tools and backed by 350 legacy systems. The business perspective is to discuss alternatives to branches and especially requirements in terms of IT support. It is designed to encourage discussion on issues like physical distribution network versus a strong net presence; the changing role of the IT department, from supplier of back office systems to delivering the storefront; the challenge of transforming several hundred existing legacy systems to a coherent and multi-layered, Internet-ready IT infrastructure. The case ''IT-Driven Customer Service or Customer-Driven IT Service: Does IT Matter'' (905-002-1) can be used as a follow-on case.
Location:
Industry:
Size:
5,000 employees
Other setting(s):
2000-2002

About

Abstract

A financial institution has two options in transforming from being a wholesaler in a specialised market segment, to becoming a retailer with a large portfolio of financial services. The options are: (1) building an extensive branch network or merging with an existing retail financial institution; and (2) Internet banking combined with a call centre. The last alternative requires major organisational changes with a multi-channel customer approach, an IT infrastructure ready for the Internet, equipped with the latest customer relationship management tools and backed by 350 legacy systems. The business perspective is to discuss alternatives to branches and especially requirements in terms of IT support. It is designed to encourage discussion on issues like physical distribution network versus a strong net presence; the changing role of the IT department, from supplier of back office systems to delivering the storefront; the challenge of transforming several hundred existing legacy systems to a coherent and multi-layered, Internet-ready IT infrastructure. The case ''IT-Driven Customer Service or Customer-Driven IT Service: Does IT Matter'' (905-002-1) can be used as a follow-on case.

Settings

Location:
Industry:
Size:
5,000 employees
Other setting(s):
2000-2002

Related