BRIEF PROFILE OF DAB bank AG The DAB bank AG (www.dab-bank.de) is Germany’s and Austria’s leading direct bank that trades securities for both private and commercial clients. As of June 30, 2007, the bank managed 1,085,324 portfolios corporation-wide, representing assets of € 32.84 billion. Established in 1994 in Munich as Germany’s first discount brokerage, the DAB bank serves a broad spectrum of target groups with a diverse range of high expectations. The DAB bank has the key competitive advantage of being able to address such diversity through customized solutions for private and commercial clients, whether novices, pros, traders, or savers. REQUIREMENTS AND TARGETS Customization is the keyword in the banking sector that makes its mark in the highly competitive field for optimized and integrated communications. The bank’s existing system, however, was no longer able to handle the high demands placed on customer services. Hence, a critical prerequisite of a solution was the integrating of documentation into existing CRM processes, supplemented by clarity, reproducibility, and constant control to ensure sustainable superb quality. Only through sustained high standards of quality for services-related correspondence and good customer care can one enhance customer satisfaction and retention. The decision to go for C4 was easy – because C4 guaranteed a uniform standard for corporate communications and corporate design in all dealings with the bank’s clients. VALUE ADDED BY C4 The integration of documentation into the business processes helped optimize not only sales and advisory services, but also customer service processes. C4 supports about 250 users at DAB bank AG, mainly through centrally administered textual building blocks and templates for responding via a host of output channels to a diverse range of enquiries for services. Such multi-channel support encompasses letters, e-mails, and faxes. Automation minimizes the banking personnel’s effort to write and maintain services-related correspondence. The system includes functions to automatically compose customized correspondence, assign the salutation by type of portfolio and client, filter templates by case, and comply with information-based rules for signatures. © ec4u expert consulting ag. All rights reserved. Any marks, products, and illustrations that appear herein are copyrights of their respective owners. All textual material is solely for information purposes, and subject to change without prior notice. ec4u expert consulting ag makes no representations whatsoever as to the correctness or completeness of this publication. Customer DAB bank AG Sector Banking and financial services Pre C4 Status Siebel Call Center Siebel Marketing Technical/graphical preparation of services-related correspondence via Siebel and C4 Role of ec4u Manufacturer and supplier of C4 software Siebel consultant for DAB bank Technical consultant and trainer Advantages Integrated across-the-board processes for services and quotations in Siebel and C4 Minimized maintenance of templates and textual building blocks by the technical department Technologies Software: Siebel 7.5.3 Financial Services C4 1.98 Oracle 9i Operating system: Sun Solaris • • • • • • • • • • • • The DAB bank AG banks on C4. „C4 won us over right from the start and we are happy with the solution. In particular, we are pleased that C4 is always on top of our growing needs. “ Thomas Hamele, CRM & Analytics Manager Seamless integration of documentation into the DAB bank’s business processes boosted the quality of sales and advisory services, while markedly improving customer service processes. ec4u expert consulting ag Zur Giesserei 19-27B 76227 Karlsruhe Tel.: +49 (0) 721 46 476-100 Fax: +49 (0) 721 46 476-299 [email protected] www.C4-solution.com
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BRIEF PROFILE OF DAB bank AGThe DAB bank AG (www.dab-bank.de) is Germany’s and Austria’s leading direct bank that trades securities for both private and commercial clients. As of June 30, 2007, the bank managed 1,085,324 portfolios corporation-wide, representing assets of € 32.84 billion. Established in 1994 in Munich as Germany’s first discount brokerage, the DAB bank serves a broad spectrum of target groups with a diverse range of high expectations.
The DAB bank has the key competitive advantage of being able to address such diversity through customized solutions for private and commercial clients, whether novices, pros, traders, or savers.
REQUIREMENTS AND TARGETSCustomization is the keyword in the banking sector that makes its mark in the highly competitive field for optimized and integrated communications.
The bank’s existing system, however, was no longer able to handle the high demands placed on customer services. Hence, a critical prerequisite of a solution was the integrating of documentation into existing CRM processes, supplemented by clarity, reproducibility, and constant control to ensure sustainable superb quality. Only through sustained high standards of quality for services-related correspondence and good customer care can one enhance customer satisfaction and retention.
The decision to go for C4 was easy – because C4 guaranteed a uniform standard for corporate communications and corporate design in all dealings with the bank’s clients.
VALUE ADDED BY C4The integration of documentation into the business processes helped optimize not only sales and advisory services, but also customer service processes.
C4 supports about 250 users at DAB bank AG, mainly through centrally administered textual building blocks and templates for responding via a host of output channels to a diverse range of enquiries for services. Such multi-channel support encompasses letters, e-mails, and faxes.
Automation minimizes the banking personnel’s effort to write and maintain services-related correspondence. The system includes functions to automatically compose customized correspondence, assign the salutation by type of portfolio and client, filter templates by case, and comply with information-based rules for signatures.
© ec4u expert consulting ag. All rights reserved. Any marks, products, and illustrations that appear herein are copyrights of their respective owners. All textual material is solely for information purposes, and subject to change without prior notice. ec4u expert consulting ag makes no representations whatsoever as to the correctness or completeness of this publication.
CustomerDAB bank AG
SectorBanking and financial services
Pre C4 StatusSiebel Call Center
Siebel Marketing
Technical/graphical preparation of
services-related correspondence
via Siebel and C4
Role of ec4uManufacturer and supplier of C4
software
Siebel consultant for DAB bank
Technical consultant and trainer
AdvantagesIntegrated across-the-board
processes for services and
quotations in Siebel and C4
Minimized maintenance of
templates and textual building
blocks by the technical
department
TechnologiesSoftware:
Siebel 7.5.3 Financial Services
C4 1.98
Oracle 9i
Operating system:
Sun Solaris
•
•
•
•
•
•
•
•
•
•
•
•
The DAB bank AG banks on C4.
„C4 won us over right from the start and we are happy with the solution. In particular, we are pleased that C4 is always on top of our growing needs.“
Thomas Hamele, CRM & Analytics Manager
Seamless integration of documentation into the DAB bank’s business processes boosted the quality of sales and advisory services, while markedly improving customer service processes.
ec4u expert consulting agZur Giesserei 19-27B76227 KarlsruheTel.: +49 (0) 721 46 476-100Fax: +49 (0) 721 46 [email protected] www.C4-solution.com
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