BW-Bank to roll out Wincor CRM software to branch teller stations

Source: Wincor Nixdorf

Baden-Württembergische Bank (BW-Bank), a Landesbank Baden-Württemberg (LBBW) subsidiary, is set to deploy software from Wincor Nixdorf's ProClassic/Enterprise Retail Banking Solution Suite (PC/E) in the front office at its 200 branches. The bank will also be rolling out new software that will enable personalized offers tailored to customers' individual needs via its self-service, online banking and telephone banking channels.

BW-Bank has been operating 330 account service terminals, known there as AccountManagers, with PC/E since 2003. In 2006, the bank decided to extend its use of PC/E to include management of its automated teller safes. Wincor Nixdorf has now won the order to expand the existing installation and, in doing so, emulate front-office processes at the 200 BW-Bank branches with PC/E. By 2010, the bank plans to use the software to handle processes such as teller account management and current, savings and securities account transactions. This product, PC/E Teller Operations, will replace an in-house solution.

The software was tested prior to decision-making. During the test, current account transactions were handled via PC/E at two BW-Bank branches. Staff from Wincor Nixdorf's Banking Consulting unit tweaked the solution to bring it into line with the bank's special needs, provided on-site support, and integrated the solution in the bank's application environment.

The use of standard software means that the bank will be able to implement further developments and changes resulting from legal stipulations or process changes at greater speed than before. Customers will not notice any difference: they will still receive the accustomed high-quality service at the same speed as before.

Towards the end of the year, BW-Bank plans to start piloting the one-to-one marketing software, PC/E Direct Marketing. The software will allow the bank to establish contact with customers across all its delivery channels and use data from the bank's CRM system to personalize these contacts. The first step will be to integrate the self-service, online banking and telephone banking channels. Back at the close of 2006, the bank launched direct marketing test operations in its self-service channel based on the predecessor product, PC/E Advertising, and met with a highly positive response from its customers.

By using PC/E Direct Marketing, BW-Bank wants to open up additional delivery chanaannels for direct contacts with its customers. This is achieved by addressing the specific needs of individual customers and making them appropriate offers. Feedback from customers is evaluated in order to continually improve the quality of the consulting.

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