December 16, 2008
Cupertino, Ca.-based Chordiant Software, Inc., a provider of customer experience software and services, jointly with its global partner IBM (Armonk, N.Y.), have completed the pilot implementation of Chordiant's front-office Cx solution for servicing clients at the retail arm of KIT Finance Bank (Moscow).
In light of its plans to considerably expand its retail business, KIT Finance Bank faced the task of maximizing the efficiency of its sales and servicing channels. The bank's existing IT environment included multiple disparate banking applications that contained customer data and functionality. The goal of the new solution was to reduce the effort needed to perform transactions at the branches and in the contact center and to shift the focus to sales and servicing clients.
To meet these goals, the bank needed a front-office solution that would perform a number of tasks: consolidate information on customers, products and services within a common desktop; standardize and automate all key business processes in sales and servicing customers; simplify and speed-up the work of personnel; and improve quality of servicing through implementation of real-time Next-Best-Action recommendations to the clients. The goal was to integrate with existing systems at the bank and considerably reduce the time required for implementation and modification of banking products.
The purpose of the pilot was to test the Chordiant solution in a Russian environment in one sales channel (branch) and with one product line (term deposits by individuals). The standard Chordiant front-office solution was localized and customized to meet the requirements of the bank and integrated with the banks' existing solutions. Following tests, the bank accepted the customized solution.
IBM managed the project and coordinated the activity of all participants. IBM Global Business Services (IBM GBS) consultants and Chordiant specialists designed the solution, which allows new product lines to be added with minimal modification to the existing customer service modules. The front office was integrated with existing systems using a Service Oriented Architecture (SOA) and WEB-services through IBM WebSphere Enterprise Service Bus.