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Case study Company name: ABN AMRO
ABN AMRO, a major European bank, improves customer service and retention rates while reducing costs and improving efficiency through a consolidation strategy developed and implemented by IBM Global Business Services. |
Business need | Although ABN AMRO rated highly with its products and pricing, the bank was receiving low marks in the service area. In addition to needing to respond better to customers, other industry benchmarks indicated local service centers had a number of process efficiency and cost issues. ABN AMRO needed to make a major shift to its customer service structure to consolidate operations, improve process efficiencies, reduce costs and improve its level of customer support. |
Solution | IBM Global Business Services helped transform ABN AMRO's customer service operations across EMEA by consolidating local client service activities into regional Service Quality Centers (SQC) with the latest in CRM and telephony equipment and establishing a dedicated group of client representatives to service the bank's highest-need customers. |
Results As a result of the IBM BCS solution, ABN AMRO realized tangible benefits, including: · Improved customer satisfaction: up 12 points in some regions · Increased efficiency and cost savings: reduced overall resources 21% while increasing the number of calls handled · Eliminated high risk audit issues within client services · Reduced operational risk · Improved employee satisfaction |
Customer testimonial | “IBM's contribution has been instrumental in all streams but one element exceeded all my expectations: top quality project management driving a joint team of 100 project staff to go the extra mile with Swiss precision, British flexibility, Dutch down to earth mentality and American optimism, in order to succeed, to enjoy and to deliver sustainable benefits for our clients." Jan Verbraak, VP Working Capital, ABN AMRO. |
Customer information | ABN AMRO | | ABN AMRO is a prominent international bank, with origins going back to 1824. It ranks 11th in Europe and 23rd in the world based on tier 1 capital, with over 3,000 branches in more than 60 countries, a staff of over 100,000 full time employees and total assets of €601 billion (at the end of September 2003). ABN AMRO is listed on several exchanges, including the Amsterdam, London and New York Stock Exchanges. |
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