Adjusting to new market - download.microsoft.comdownload.microsoft.com › ... › tieto_and_solutions_for...Tieto overview • Headquartered in Europe and operating in close to 30

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Adjusting to new marketTieto and solutions for digital generation

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Banking and insurance2

Tieto overview• Headquartered in Europe

and operating in close to 30

countries

• Tieto holds a leading

position as a full-scale IT

services and solutions

provider in its home market

in the Nordic countries and

the Baltic Rim.

• Net sales over €1.7 billion

in 2007

• 16,000 employees

• Founded in 1968

• Listed in Helsinki and

Stockholm Exchanges

Current operation in Russia

• 50 Employees

• 400 full time employees through

subcontractors

• 100 people in Belarus supporting

projects in Russia

• No visa, no language barrier

• 20 Customers

• Offices in Moscow and St. Petersburg

• Datacenter in St. Petersburg

• Offering today: IT services, ERP

systems, industry specific business

solutions, digital services

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3

How banks survived last recession?Learnings from the west

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Rise of the digital natives Consumerization of IT

0

20

40

60

80

100

120

Basic Immigrants

Advanced immigrants

Natives

The Web 2.0 generation does not take things as they come.

They want to decide themselves what tools they use

and where they work. This is the challenge IT needs to solve.

Enterprises need to find ways to accommodate to

the needs and behaviors of today’s young customers

& employees for supporting their mobile way of life to

survive.

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Playground is set

How to..

• Keep existing customers?

• Keep competitive?

• Serve the more and more demanding digital

natives?

• Increase revenue?

• Save in operational costs?

• Emerge out of crisis in shape ?

• Especially if you do not have the budget!5

?

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The Next Wave of Performance ImprovementProductivity of Knowledge Worker

2008-

02-04Page 6

Source: US Bureau of Labor Statistics

McKinsey analysis

Tacit = complex interactions, high level of judgement, drawing on

deep experience

Transactional= rule-based routine interactions

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Internalcommunications

Business Intelligenceand Reporting

Workgroups

Employee self-services

Operative desktop

• Work management

• Customer data

• Best practises

• Work processes

• Projects teams and

interest groups

• Online collaboration

• Document mngt

• Profled content

• Web content

• Video, audio etc.

• HR-services• IT-support• Legal

• Business scorecards

• Forecasting & planning

• Reporting & analysis

Future Office.Enterprise portal fan model

CommonSearch

Roles & Rule Based Profiling

Integration to operative systems (BizTalk 2007, Fast)

Secure, well managed core infrastructure

Office SharePoint

Server 2007

Office Performance Point Server

2007

Office Communication

Server 2007+ Nortel

Telephony

Enterprise Search

(MS/Fast)

Informationlife-cycle & archiving

(Documentum)

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Case example: Tieto

• Result was achieved with:

• Unified communications

• Instant messaging and shared documents

• High quality video conferencing

• Digital collaboration and team work places

• Change was supported by automatic installations, new travel and communications policies as well as with example by top management

• Temporary traveling restrictions

• Proper testing and piloting before larger implementation to ensure match with real business needs.

• Reasons to improve collaboration:

• Key personnel exhausted due to excessive traveling, low efficiency

• Lowering travel costs

• Lowering carbon footprint of Tieto

During 2006 – 2007 Tieto cut business travel 25%.

Tieto saves 13 – 15 M€.

Carbon footprint is was reduced by 10.000.000 kg

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Michael Treacy framework

What is customer intimacy?

And why are customer situations so important?

(Situation based customer services provide highest success ratio – Source: Gartner)

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11

User centric

design of services

The way of serving

customers

Digital self service

Web

Processes

Service support

Information and tools

Unified Desktop

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Objectives for Unified Desktop

• Harmonize the system landscape

from Customer service perspective

• Provide relevant information and

tools

• To solve customer issues faster

• With high level customer experience

• Fast time to market

• Agile and cost-efficient development

with latest tools

• Flexibly adjustable to changes in

processes and business

environment

1

2

3

4

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Customer Care Framework Aggregate Information, Automate Tasks, Accelerate Service

Desktopworkflow

Call management(CTI integration)

Applicationintegration

Active customer sessions with navigation tracking

User-centric

interface

Leverage existing

technology

investments “No Rip

and Replace”

Reduce integration

cost and risks

Call center status info

Customer dashboard

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Scenario proposalScenario

• John is a Lloyds and HBOS customer

• John goes to a Lloyds branch to change his address

• The teller agent has a CCF desktop and searches for the

customer using first name and last name.

• CCF returns a customer list and shows the passcode,

account number .. for both banks

• After identification, the teller agent opens the right

customer session in CCF.

• Base in the customer context, CCF opens the appropriate

applications in the Integrated Desktop.

• The teller opens a “Change address” task in CCF, changes

the address in Lloyds core banking application.

• Automatically CCF automates the change address in HBOS

systems

For each operation, we can define if the operation has to be

done at the front end level or backend level

UI Automation

Service composition

Dynamic routing and

configuration

CCF Integrated Desktop

HBOS

HBOSLLOYDS

LLOYDS

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15

References

Unified desktop for Vantaa Energy:

Target

Provide relevant information and tools with process support for customer service

Bring together data and services from several backend systems (CIS, GIS, EDM, WMS)

and self-service channel

Solution

Tieto delivers Contact Manager solution that integrates different systems and web

channel into one unified desktop for customer service

Customer

Vantaa Energy is located in the capital area of Finland and serves approx. 200 000

customers

Other selected unified desktop and self-service references from

energy sector:

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Meeting customer challenges with new business models.

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Guarantee of cost reductions with Application Service

Management

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10

20

30

40

50

60

70

80

90

100

As-is Scale Consolidation Off-shoring

Efficient way of working

• One common way of doing tasks.

• Technical and administrational

maintenance performed by the same

supplier.

• Less suppliers (internal & external)

decrease the number of human

interfaces.

Organisation

• Functionalised and system

independent organisation.

• Less overlap in the working roles gives

more gain per resource.

• Competencies in one technical

platform is utilised in several system

objects.

• Competence development through job

rotation gives more available

resources for each system object.

Smart sourcing

• Selective usage of our global delivery

centres gives lower costs.

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Usual Business Models and features

• 30-50% OpEx reductions after 3 years depending on AS-IS situation.

• Fixed price for first 12 months + committed reductions for next 2 years.

• Application Development is outside the fixed price

• Contract period at least 3 years

• Service catalogue, defined SLA's with weekly/monthly measurements +

Performance based bonus and penalties.

• Bundling Application Management and Operations Services

• End2End responsibilty

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References in Russia

UPM

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The tools

Growth

Efficiency

Creating new revenue

and digital services

Increasing sales &

customer satisfaction

Enhancing business and

information processes

Improving efficiency of IT operations

ICT transformation services

SaaS / Managed Services solutions

Application Service Management

Capacity services

Consolidation and optimization services

Quality assurance and testing services

Industry solutions

Smart sourcing for R&D

Future Office

Unified communication

Information Management & Business Intelligence

Integration services and eInvoicing

Digital Media

Digital service solutions

Tieto-Microsoft Service Design Centers

Consulting & advisory services

Customer’s agenda Where we can help Our key offerings

Digital Customership

Mobile solutions

Search-based solutions

Industry specific sales/customer service solutions