Quick Doctor In Kuwait +2773`7758`557 Kuwait Doha Qatar Dubai Abu Dhabi Sharj...
Finance on Windows Spring 2009
1. FINANCE ON WINDOWS
FINANCE
ON WINDOWS
SPRING 2009 MICROSOFT TECHNOLOGY IN THE FINANCIAL SERVICES INDUSTRY
BRANCH BANKING
GOVERNANCE,
RISK MANAGEMENT
AND COMPLIANCE
FROM BRICKS
ISSUE 32 SPRING 2009
TO CLICKS
How CIBER UK helped Endsleigh Insurance
Services embrace a digitally focused business
model with Dynamics CRM
Visit onwindows.com for news and views in financial services
Find out the latest news on how Microsoft and its “Newer, proven software technologies make it possible to reliably and
partners are helping to address the unique cost-effectively backup branch offices at the central data centre.”
challenges faced by London Market insurers. Page 8
Ian Masters, UK Sales and Marketing Director, Double-Take Software
2.
3. SPRING 2009
FOREWORD
In tough times, the tough survive – and these are certainly tough times for
financial firms. As banks and customers alike continue to rein in their budgets,
those that are well prepared will be best placed to ride out the economic crisis.
Often in challenging conditions, success depends on being in the right place
at the right time, and today’s technologies play a key role in enabling banks to
do just that. In our cover story on page 16, we find out how working with
CIBER UK to upgrade to Dynamics CRM 4.0 helped Endsleigh Insurance adopt
a new, digitally focused business model and develop client relationships.
As many banks have found out, customers demand a branch presence. But
increasingly, they will also use channels such as the Internet, making branch
profitability a challenge. Our feature on page 20 looks at how banks can make
their branches attractive and relevant to the demands of today’s customers.
Particularly in the current economic environment, customers are attracted to
reputation as well as service. By the same token, financial firms need to know
they can build their business while minimising risk. On page 26, we look at how
banks can improve risk analysis and reporting, arguably the foundation on
which business success and customer trust are built.
You’ll also find our usual selection of incisive commentary and news from
the industry. Don’t forget to visit us at www.onwindows.com/finance for the
latest news updates across the region.
Enjoy the issue.
Anders Abrahamsson
Managing Director, EMEA Financial Services
Microsoft
FINANCE ON WINDOWS
EDITORIAL MICROSOFT EDITORIAL COMMERCIAL
ADVISORY BOARD
Editor Advertising
Jacqui Griffiths Anders Abrahamsson Claire Brown
jacqui.griffiths@tudor-rose.co.uk Managing Director EMEA Financial Services claire.brown@tudor-rose.co.uk
Christian Jones
Andreas Drescher
Assistant Editors
christian.jones@tudor-rose.co.uk
James Dodd EMEA Partner Manager
Ryan Kenward
james.dodd@tudor-rose.co.uk Gordon Ejsmond-Frey
ryan.kenward@tudor-rose.co.uk
Lindsay James EMEA Industry Director, Insurance
Ben Mayer
lindsay.james@tudor-rose.co.uk Andrew Longstaff ben.mayer@tudor-rose.co.uk
Rebecca Lambert Industry Marketing Manager Marcus Miola
rebecca.lambert@tudor-rose.co.uk
Tony Emerson marcus.miola@tudor-rose.co.uk
Group Editor EMEA Industry Director, Banking Ricky Popat
Adam Lawrence
ricky.popat@tudor-rose.co.uk
Ian Warford
adam.lawrence@tudor-rose.co.uk
Amandip Singh
EMEA Industry Director, Capital Markets
Editorial Contributors amandip.singh@tudor-rose.co.uk
Mike Amato, Barclays PRODUCTION Partner Director
Anthony Baron, Dimension Data
Paul Simpson
Creative Director
Michael Bush, Business Control Solutions
paul.simpson@tudor-rose.co.uk
Leigh Trowbridge
David Edison, Moore Stephens Consulting
Subscriptions
Designers
Tony Emerson, Microsoft
Ewan Campbell
Bruce Graham
Claude Goudreault, VM6
ewan.campbell@tudor-rose.co.uk
Kelvin Jones
Brian Henry, CIBER UK
Paul Robinson
Peter Leahy, Endsleigh Insurance Reprints
Nigel Lee, Financial Architects Stuart Fairbrother
Web Site Manager – onwindows.com
Adrian Maconick, Finsbury Solutions stuart.fairbrother@tudor-rose.co.uk
Dan Dore
Dermot McCauley, Singularity Business Manager
COVER PHOTOGRAPHY
Ian Masters, Double-Take Software Richard Pepperman
Alexander Millington, Formicary Rohan Van Twest Publisher
Chris Moxon, Methodware www.rohanvantwest.com Paul Simpson
Jeff Napper, Bank of America
Dawie Olivier, Sasfin Bank
Sai Sireesh Pachava, Microsoft
Justin Parks, visionapp
Brian Scott, Microsoft
Nick Sears, FaceTime Communications
Rebecca Smith, Endsleigh Insurance
Todd Stone, ProcessUnity
Howard Travers, Formicary
Nigel Walder, Business Control Solutions
Ian Warford, Microsoft
Green IT Advisor
Dr Bernd Kosch, Fujitsu Siemens Computers
3
4. SPRING 2009
CONTENTS
16 26 20
08 46 50
COVER STORY COMMENTARY PROFILED
FROM BRICKS TO CLICKS 16 OUT ON A LIMB 34 HBOS 50
How CIBER UK helped Endsleigh Insurance Services New technologies can cut the cost of When HBOS moved from three IT services
embrace a new business model branch data protection partners to one, it chose Fujitsu Siemens
Computers
MAKING THE BEST OF UNCERTAINTY 36
FEATURES
How key technology trends can help
FORUM
BARKING UP THE RIGHT TREE 20 banks rise to new economic challenges
DON’T LOOK BACK 52
In a challenging business environment,
BUILDING SUCCESS FOR SUPERBANKS 38
bank branches must adapt to survive How forecasting can steer
Why transparency is vital for merged banks insurance firms through challenging times
KNOW YOUR RISK 26
SEE WHAT YOU SAY 40
Accurate analysis is key to managing risk
How companies can ensure
regulatory compliance for Group Chat
MARKETWATCH
IT STRATEGIES CONQUER THE CRUNCH 42
NEWS DIGEST 8
IT suppliers can support
The latest news from technology
improved service at reduced cost
providers across the region
CAN UC THE DANGERS? 44
GOVERNANCE, RISK MANAGEMENT Unified communications can deliver
AND COMPLIANCE great benefits if the risks are mitigated
TAKING STOCK 32
FAST ROUTE TO EFFICIENCY 46
A year of challenges has seen governments
Rapid process reengineering
taking a more prominent role in financial services
can enable quick efficiencies
MODELLING YOUR MATURITY 48
Assessing IT infrastructure maturity helps ensure
benefits when deploying Microsoft technologies
5
6. M A R K E T WATC H | N E W S M A R K E T WATC H | N E W S
IN THIS ISSUE
MICROSOFT
.NET 10, 12, 14
Dynamics CRM 8
Group Chat 13
HPC Server 2008 14
London Market Network 8
Office Communications Server 13
REPORT by Jacqui Griffiths
SharePoint 8
SURE SUCCESS FOR LONDON SQL Server 8, 10, 13
Surface 12
Visual Studio 10
MARKET NETWORK PARTNERS Windows 10
MICROSOFT PARTNER INITIATIVE DELIVERS BUSINESS VALUE
TECHNOLOGY PARTNERS
Acette Technologies 14
Asysco 10
SEQUEL DELIVERS PHASE ONE FOR FARADAY
Business Control Solutions 10
Faraday and Sequel Business Solutions have Together, we undertook an enormous Cadis 10
completed the first phase of Faraday’s amount of planning and preparation, which
Compassoft 14
strategic, end-to-end underwriting system, gives me confidence that the programme
Crystal Software 14
on time and on budget. will continue to run to schedule. We now
Derdack 14
Lloyd’s and London Market focus with confidence on the final
insurer/reinsurer Faraday signed a contract deliverable – live rollout to all users across FinArch 10, 13
for the implementation of Sequel’s Eclipse Faraday’s London Market operation in Finsbury Solutions 8, 14
Underwriting software solution in April summer 2009.”
Fiserv 14
2008, following an extensive selection “Faraday is taking a forward-looking but
Focus Solutions Group 12
process and a three-month ‘model office’ lower risk approach to software replacement
Formicary 13
project which determined the size, shape by partnering with Sequel,” said Sequel
and cost of the full implementation. director Michael Graham, who believes more IE Group 12
“We chose Eclipse Underwriting as we companies should follow Faraday’s strategy Intel 14
needed a modern, flexible system which of replacing core processing systems. “We
K2 8
would not only integrate seamlessly with all are leading insurance software specialists,
MBA Systems 14
our other business systems, but would also and our Microsoft-based systems are being
Program Framework 12
place us in the best possible position to used by world-class carriers and brokers in
Sequel Business Solutions 8
trade and connect electronically with our the London Market. We deliver proven and
external counterparties,” said John Connors, well designed software solutions through Sun Microsystems 14
head of operations at Faraday. “Sequel has collaboration with our clients.” SunGard 14
an excellent reputation for delivery and has
Total Information Management 10
demonstrated this quality in its recent www.faraday.com
Trillium Software 12
completion of the first of two phases. www.sequel.com
Xenomorph 13
THE NETWORK DELIVERS PRE-INTEGRATED SOLUTIONS TO ADDRESS THE UNIQUE CHALLENGES OF LONDON MARKET INSURERS
FINANCIAL SERVICES PROVIDERS
ondon Market Network system from Sequel Business Solutions Finsbury’s Spreadsheet Workbench,
L Aberdeen Asset Management 10
partners Finsbury Solutions is key to enabling data flow to other combined with its use of SharePoint,
Bank of Ireland Life 12
and Sequel Business Solutions systems – such as Dynamics CRM, delivers the high levels operational WILLIS SPEEDS UP STP WITH SEQUEL
Banque Chaabi du Maroc 13
have announced major new projects. SharePoint and K2 Workflow – to work control that insurance firms require.”
Launched by Microsoft in February together and access information, while Global insurance broker Willis Group ambitious plans are announced in the Barclays 12
2008, the London Market Network is a the market leading capabilities of Holdings has speeded up its transactional market place, but the great implementations Faraday 9
group of software and service providers processing with the implementation of that really work are rare and worthy of
Fidelity National Information Services 10
that offer pre-integrated industry Sequel’s Eclipse broking software solution. celebration. The Eclipse application is a
HBOS 10
software solutions based on a common Willis chose Sequel to support its ‘Shaping cornerstone of our London-based business
FINSBURY WORKS MAGIC AT HERITAGE Heritage Managing Agency 8
Microsoft technology platform. It brings our Future – London’ modernisation and positions us well for future
together a set of complementary Insurance underwriting firm Heritage “Heritage is a recognised leader in the strategy. Sequel worked in close cooperation developments in London Market Reform.” Hoodless Brennan 14
solutions to address the unique Managing Agency has implemented London insurance market and for with Willis to deliver the new system in less “Our implementation was all about HSBC 10
business and technology challenges Finsbury Solutions’ Spreadsheet Spreadsheet Workbench to be selected is than six months, and more than 1,000 Willis people,” said Sequel CEO David Smith. “The
Oman Arab bank 14
facing companies in the London Workbench to improve control and a great endorsement of our products associates worldwide now use the teams from both companies have worked
Piraeus Bank 14
Market. compliance of its business critical capabilities and appeal.” application for straight-through processing impressively together and delivered against
The Motley Fool 14
“We are delighted that the Microsoft spreadsheets. Heritage was introduced to Spreadsheet Workbench is based on of placements, claims and accounting an aggressive timescale. We are incredibly
London Market Network is delivering Willis Group Holdings 9
Finsbury Solutions via the Microsoft the latest Microsoft technologies transactions in the UK and other countries. proud of our achievements so far, and we
significant business value to our London Market Network, which it co- including SQL Server 2005 and Rollout to additional business units is look forward to a successful ongoing
clients,” said Bruce McKee, insurance founded a year ago. SharePoint 2007. planned for 2009. partnership with Willis.” ANALYSTS AND ASSOCIATIONS
industry manager at Microsoft. “Sequel “We welcome Heritage as our latest “This major implementation has been an
Datamonitor 10
and Finsbury Solutions are both client,” said Jeremy Wood, director and www.finsburysolutions.com outstanding success,” said Grahame www.sequel.com
Financial Services Authority 12
founding members of the network, and co-founder of Finsbury Solutions. www.heritage-plc.com Millwater, group president of Willis. “Many www.willis.com
Javelin Strategy & Research 10
play important roles in our industry
solution. The Eclipse Underwriting
www.onwindows.com 9
7. M A R K E T WATC H | N E W S
IN BRIEF
Fidelity National Information Services
(FIS) and Microsoft have signed a
groundbreaking agreement to make up-
to-date financial news from MSN Money
available on client Web sites. The
agreement is the first of its kind between
Aberdeen implements Cadis EDM
Microsoft and a financial services
technology provider. It enables client
financial institutions using FIS Web hosting
Aberdeen Asset Management has global trading platform and data
services to subscribe to four MSN Money
implemented the Cadis EDM Suite to warehouse environments and allows us to
authors, providing their customers with
enable greater control over data, improve maintain control over our data, which is
current financial news, commentary and
efficiencies and lower operational costs. sourced from a variety of vendors and
advice.
Cadis specialises in enterprise data third-party administrators. After a rigorous
www.fidelityinfoservices.com
management (EDM) solutions using a best-of-breed search and selection process,
multi-tier, distributed architecture based on Cadis clearly emerged as a highly effective
A report by Datamonitor, From
Microsoft .NET and SQL Server. solution that would enable us to achieve
compliance to improved business
Aberdeen selected Cadis after a rigorous our goal of a global data hub, allowing us
performance through operational risk
selection process, due to the solution’s to source, consolidate, validate and
management, has found that financial firms
ability to provide a data control layer distribute our investment management
are recognising the operational
between the company and its market data data worldwide.”
performance benefits being unlocked by
vendors and outsourced back office “Aberdeen’s decision is testament to the
leveraging operational risk controls and
providers. The company will also be able to strengths of our solution in helping firms
reporting data, rather than seeing
quickly integrate multiple data sources and fully integrate their global operating
operational risk purely as compliance and
use the information in its front-office environments and ultimately get the most
reporting function. It predicts that IT will
systems. out of their data and their technology,” said
play a key role in facilitating operational
“Cadis provides us with an enterprise- Daniel Simpson, CEO of Cadis.
risk management through process
wide data management platform,” said
monitoring and the automation of
Richard Large, global head of front-office
reporting. www.cadisedm.com
technology at Aberdeen. “It feeds our single
www.datamonitor.com www.aberdeenasset.com
Business Control Solutions (BCS) has
signed a contract with HSBC to supply BCS Knowledge bank
Agent Reconciliation Control (Arc), which
CLUB 18-30
enables the centralisation of agent bank
fee data. By acting as a single source of
74 per cent of 18-30-year-olds go online to view their bank
data, the application will enable HSBC to
account balances, with 70 per cent using Web channels to pay bills.
validate costs accurately each month and
assess the most efficient fee models in
Source: Javelin Strategy & Research
order to save money and accurately
apportion fees against trading desks.
www.bcsplc.com
www.hsbc.com
EastWest Bank goes live
The Unified Communications Expo
takes place on 11-12 March 2009 in
with Financial Studio
London, UK. The event showcases next-
generation business communications
EastWest Bank has gone live with its efficiency of the accounting division.
solutions and allows visitors to see for
FinArch Financial Studio ledger system, “The Financial Studio ledger solution is
themselves the benefits of real-time
marking the first milestone in its financial pivotal to the bank’s aim of consolidating
integration across communications
transformation programme in the its financial management efforts,” said
platforms. More than 500 unified
Philippines. Antonio Moncupa, president of EastWest
communications will be showcased and
The bank worked with FinArch and its Bank. “Giving bank management ready
around 60 seminars will take place over the
local partner Total Information access to financial information from a
course of the two days.
Management (TIM) to implement the single version perspective puts the bank in
www.ucexpo.co.uk
solution in just seven months. a more competitive position in realising its
Financial Studio provides the bank with strategies. The bank is truly glad to have
UK bank HBOS has completed a
timely, granular and more accurate internal partnered with FinArch and TIM, who
mainframe migration project, converting its
reporting. EastWest Bank also runs shared our objective of achieving financial
previous Unisys environment to Asysco
Financial Studio’s event-based accounting transformation.”
Migration Technology Visual Studio (AMT-
engine to generate the accounting entries The next phase of the programme will
VS). The first phase of the project began in
from transactions which existing systems entail the implementation of regulatory
2004, with HBOS using Asysco’s AMT-Lion
do not provide, and to execute balance reports (BSP and FRP), MIS, and internal
to migrate applications and data onto a
sheet transfers for the dynamic reporting and external risk reporting (Basel II and
Windows-based platform. Phase two then
requirements of bank management and Anti-money Laundering).
saw the conversion of the environment into
regulators.
C# code.
The solution is expected to reduce
www.hbosplc.com www.finarch.com
manual entries and reconciliation effort
www.asysco.com www.timcorp.net
while improving the workflow and www.eastwestbanker.com
www.onwindows.com
8. M A R K E T WATC H | N E W S M A R K E T WATC H | N E W S
IN BRIEF IN BRIEF
Program Framework has achieved Xenomorph and Microsoft have
Microsoft Gold Certified Partner status. completed a benchmark project to ensure
The achievement puts the company in that IT directors, risk managers and trading
the top one per cent of all Microsoft staff have access to high-performance tick
partners worldwide, acknowledging its and time-series analysis within a
high level of competence and expertise standards-based architecture.
Barclays banks on Surface Banque Chaabi
with Microsoft technologies. “This Xenomorph’s specialist time-series
provides a great boost for the company technology will be able to run within
chooses FinArch
and represents external recognition of Microsoft SQL Server 2008 – resulting in
the increasing breadth and depth of our easier database management and
capabilities,” said Paul Major, CEO of administration while allowing IT
Banque Chaabi du Maroc, a key secret of its ambitions in Europe, with
Program Framework. developers to build on existing skills in SQL
institution of the Moroccan financial over 40 branches scheduled to open. It
www.programframework.com and Microsoft reporting tools.
services holding Groupe Banques wanted to equip its European branches www.xenomorph.com
Populaires, has selected FinArch with a banking software suite that can
The Financial Services Authority has
Financial Studio as the regulatory handle both the technological
issued a consultation paper urging UK Formicary has released the FastTrack
reporting system across its European development of the initial architecture
banks to spend almost £900 million on implementation solution and the latest
branches. and the evolution of regulatory
new IT systems to speed up the version of its ChatSeer enterprise chat
Following a rigorous competitive bid, requirements across selected
payment of compensation to savers if monitoring and compliance tool. Both
FinArch was chosen to equip Banque geographies.
they collapse. The paper advises that releases are built for the Group Chat
Chaabi’s branches in Spain, the “FinArch’s main strengths are its local
banks must ensure they hold up-to-date feature of Microsoft Office
Netherlands, the UK and Belgium with presence across Europe’s main financial
information to allow fast processing of Communications Server 2007 R2.
Financial Studio, its best-in-class hubs, highly qualified support, training
claims. In order to achieve this, it “FastTrack is a cost and time-effective
integrated platform for finance and risk. and implementation teams, proven
proposes that banks set up new IT solution for both implementation for first
BARCLAYS IS PIONEERING SURFACE TECHNOLOGY IN ITS PICADILLY CIRCUS BRANCH
FinArch will initially serve a large knowledge of banking business lines
systems for quick claims processing, at time clients and migration of existing
Barclays has become the first bank to Piccadilly is the first Barclays branch to number of users to automate and and activities, and a state-of-the-art
an estimated cost of £891.8 million over MindAlign (predecessor of Group Chat)
pilot Microsoft Surface technology in its have totally open cashier counters with manage their daily activities around technology base,” said Mohamed
five years. clients,” said Philip Miller, intelligent
new flagship branch at Piccadilly Circus no glass screens, while an innovative regulatory reporting requirements. The Allouch, general manager of Banque
www.fsa.gov.uk messaging director at Formicary.
in London. curved queue rail softens the waiting system achieves significant increases in Chaabi’s European network. www.formicary.net
Described as the first ‘brand concept’ area. Handheld PCs will allow floor- productivity and allows a high degree of
Trillium Software, a Harte-Hanks
bank branch in the UK, the branch has walking staff to help customers with automation and compliance.
business, has delivered its Data www.finarch.com
8,000 square feet of retail space over queries without the need to wait, while a Banque Chaabi du Maroc has made no
Intelligence and Governance (DIG) www.gbp.ma
three floors, and makes extensive use of large self-service area includes a foreign
solution specifically for the financial
new technology and design. ATM dispensing dollars and Euros, and
services, insurance and compliance
The Surface technology will allow deposit machines for cash, cheques and
markets. DIG is a combination of data
users to grab digital content with their coins. “This is the first time that a bank
analysis, data quality and reporting
hands and navigate information with has opened a store such as this,” said
software technology based on the
simple gestures and touches. A major Mike Amato, chief distribution and
Trillium Software System, with targeted,
feature of the branch is Being:London, an product officer for Barclays. “We have
packaged financial and governance
interactive and evolving installation taken inspiration from retailers and
consulting services provided by the
representing the interests, conversation developed a space that attracts and
company. It includes built-in intelligence
and activities of people in London. engages individuals while conveying
for and about the financial services
Outside opening hours, the front of what the Barclays brand represents.”
industry to improve data validation,
the branch will be transformed into the Barclays is refurbishing its entire 1,733
rules compliance, and business
‘Night Life’ screen, which picks up the branch network in the UK after extensive
processes germane to the financial and
image of passers using face recognition staff and customer consultation.
insurance industries.
technology and cameras and displays
www.trilliumsoftware.com
moving silhouettes with thought bubbles www.barclays.com
containing random messages.
The High Tech Forecasting and www.microsoft.com/surface
Planning Summit takes place on 22-23
April 2009 at Le Meridien in San
Francisco, USA. This IE Group-organised
Focus signs up Bank of Ireland Life
summit brings business leaders together
to shape revolutionary ideas and spark
Focus Solutions Group is to implement bancassurance sector with the
innovation in forecasting and planning
its focus:360° solution at Bank of Ireland acquisition of its first focus:360°
within the high-tech industry. Around
Life. customer,” said Richard Stevenson, chief
200 high level executives are expected
The company has signed the first executive of Focus Solutions Group. “We
to attend, with guest speakers including
phase of a five-year contract, under which firmly believe that we are in a unique
the chief technology strategist at
it will configure the solution to meet position to provide Bank of Ireland Life
Microsoft; the vice president of
Bank of Irelands Life’s specific business with a compelling, high quality solution
technology and strategy at Nokia; the
and technical requirements. that will enhance the customer
vice president of strategy and planning
Based on Microsoft .NET technology, experience, improve adviser productivity
at Cisco; and the director of planning
focus:360° has been designed to operate and increase sales revenues for the
and innovation at Panasonic.
both online and offline, and will support business. This contract further
www.09.ie-grp.com/high-
a number of distribution channels going underlines our expansion into the Irish
tech/overview.html
forward. market.”
“Focus continues to build upon its
extensive experience of delivering multi- www.focus-solutions.co.uk
channel point-of-sale systems within the www.bankofirelandlife.ie
www.onwindows.com
9. M A R K E T WATC H | N E W S
IN BRIEF
Finsbury Solutions has strengthened its
product coverage with the acquisition of
US governance, risk and compliance
software vendor Compassoft. The move
will see Finsbury further supporting and
developing Compassoft’s End User
SunGard adds HPC
Computing (EUC) products, which will be
integrated with its own Spreadsheet
to hosted iWorks Prophet
Workbench solution to produce an
advanced product suite for the
management of spreadsheets and end
SunGard has added more than 500 cores industry director, Microsoft EMEA.
user databases.
to a grid computing cluster set up to host “Windows HPC Server 2008 delivers the
www.finsburysolutions.com
its iWorks Prophet actuarial solution, the ability to spread calculations across a large
www.compassoft.com
enterprise risk management application in number of computers using industry
the iWorks solution suite. standard tools that are well understood
Oman Arab Bank has achieved significant
The grid uses Sun Microsystems’ Sun and easily integrated into the IT
efficiencies in customer service and
Blade X6250 server modules, Intel’s Quad- environments of SunGard and other
opened up new revenue streams by
Core Xeon processors, and software from members of the insurance industry. As
adopting an SMS-based mobile banking
Microsoft to achieve high-performance demands increase for faster, more flexible
service. The Tawasul service, which uses
computing (HPC) capacity that facilitates and robust risk modelling solutions,
Banksmart implemented by Acette
the development, execution and support of SunGard is investing in delivering
Technologies and is powered by
actuarial models. The use of network- enterprise-class modelling with iWorks
Derdack’s message master XSP, allows the
distributed parallel processing clusters, Prophet, which will help insurers to
bank to offer its customers a range of
which can be integrated into any Microsoft- improve their modelling and reporting
options that can be accessed using SMS,
based platform, will help improve capabilities.”
including account transfers, utility
processing times for real-time risk “Increasing the capacity of iWorks
payments, smartcard top-ups and real-
management. SunGard plans to expand Prophet will help reduce our customers’
time payments to mobile operators.
this environment to accommodate a model runtime, so that actuaries can focus
www.derdack.com
services offering, whereby users may lease on the development of sound risk
www.acette.com
cores when needed. management practices rather than worry
www.omanab.com
“Advanced technology is playing an about their organisation’s IT infrastructure,”
increasingly prominent role in the added Marc Fakkel, head of operations for
Stockbroker Hoodless Brennan has won
insurance industry,” said Rick Echevarria, SunGard’s iWorks Prophet business unit.
several key awards following
vice president of Intel’s sales and marketing “The team effort between Microsoft, Intel,
enhancements to its Internet Broker
group and general manager of its enterprise Sun Microsystems and SunGard proves our
software, supplied by MBA Systems.
solution sales. “That is why we are proud commitment to improve the reliability,
During the same week, the company won
that SunGard has chosen Intel Xeon quad- scalability and power of the iWorks Prophet
the 2008 Daily Telegraph Award for Best
core processors, with their performance- enterprise framework.”
Online Service and six further accolades
per-watt strengths, to form the hardware
from the 2008 Financial Times and
platform for iWorks Prophet.”
Investors Chronicle Investment Awards, www.sungard.com
“Microsoft is pleased to be working with
including Best Execution Only Stockbroker, www.sun.com
SunGard in the development of its next-
Best Online Stockbroker and Stockbroker www.intel.com
generation actuarial modelling solution,”
of the Year 2008.
said Gordon Ejsmond-Frey, insurance
www.mbasys.co.uk
www.hoodlessbrennan.com
Piraeus Bank, one of Greece’s leading
Crystal puts Momentum into Fool
financial institutions, has gone live on the
Fiserv Universal Banking solution at its
The Motley Fool has selected Crystal’s implement a custom solution within two
Cyprus operations, following an eight-
Momentum software system for the new months, which was crucial to our
month implementation. The offering is
financial services division of its UK Web business.”
Fiserv CBS Worldwide’s integrated real-
site Fool.co.uk. Built using the latest Microsoft .NET
time solution for retail, trade and treasury
Use of the software has helped the site technology, Momentum has over 7,000
markets. It incorporates the Microsoft-
to start up its mortgage business more users, including Halifax, Bank of Scotland,
based Fiserv Aperio customer interaction
rapidly than previously anticipated. The L&G, Paymentshield and Assurant.
management solution, Fiserv CBS Teller,
system has provided an integrated “Fool.co.uk is a fantastic client for us
Communicator, ICBS core, CBS Data
channel solution for the advised sale of to win and will help us strengthen our
Warehouse, Fiserv Treasury,
mortgage and insurance products functionality in Web site-led call centre
AquaGlobal/E2Gen for international
through the Fool.co.uk sales team, with environments, which is a growth area of
payments, and Fiserv Trade Finance.
leads coming from its site. our marketplace,” said Patrick Shuker,
www.piraeusbank.gr
“We wanted one integrated solution director at Crystal. “It’s great to hear a
www.fiservcbs.com
that would cover our CRM, point of sale, success story in a difficult market place
compliance and back-office needs,” said and it has been a great pleasure to work
Paul Warburton, senior product manager with such an innovative, entrepreneurial
at Fool.co.uk. “After an extensive company.”
evaluation of a number of providers, we
selected Crystal because of its ability to www.crystalss.co.uk
adapt to our needs and to supply and www.fool.co.uk
www.onwindows.com
10. COVER STORY: ENDSLEIGH INSURANCE SERVICES
FROM BRICKS
TO CLICKS
WHEN ENDSLEIGH INSURANCE SERVICES ADOPTED A NEW BUSINESS MODEL, IT
CALLED ON CIBER UK TO HELP IT IMPROVE THE PRODUCTIVITY, PERFORMANCE,
REPORTING AND PROFITABILITY OF ITS MARKETING ENVIRONMENT
ndsleigh Insurance Services has rapidly develop client relationships in the face of changing
E grown to become one of the UK insurance regulations. In particular, it wanted to offer better
industry’s most respected household service to trading partners including travel agents,
names. With around 800 employees and which were regulated to sell travel insurance by the
30 relationship managers in the field, the company has Financial Services Authority for the first time from
an excellent market reputation. January 2009.
But reputation is not the sole guarantor of Although Endsleigh has a substantial in-house IT
continuing success. With 85 per cent of new sales department, its technicians were working on several
originating from the Web, Endsleigh wanted to adopt ongoing projects and wanted to avoid tackling any
a new business model, making its business more large new development. They required a solution that
digitally focused using multimedia touch points with a was multi-company, and which would integrate with
major target on students and recent graduates. Microsoft Dynamics GP for financial management and
“As a result, we will no longer operate as a branch- other business management systems, including its
based business with bricks and mortar and leases to existing investment in Microsoft Dynamics CRM 3.0
pay for 119 offices across the country,” says Peter customer relationship management (CRM) software.
Leahy, head of IT at Endsleigh. “We want to use these The company uses an in-house CRM system for
“By automating commission efficiency savings to support our relationship business-to-consumer clients that is integrated with its
managers working from home or remote locations, in-house policy administration system. Dynamics CRM
payments through Microsoft with new tools and faster access to our core business is used for business-to-business operations and
systems.” integrates with Dynamics GP.
Dynamics CRM, we have Endsleigh had used Voice over IP telephony to In its search for a solution, Endsleigh worked with
network its branch offices, but with the company’s Microsoft Gold Certified Partner CIBER UK to upgrade
increased one segment of planned transition to two geographically based service its existing Microsoft CRM software to Dynamics CRM
centres, this was no longer cost effective as a 4.0, integrating with Microsoft Exchange Server 2007
business tenfold without needing communications channel. The company’s data was communication technology. At the same time, the
being stored in various fragmented systems with no company opted for a Microsoft Enterprise Agreement
extra accounts people to manage uniform way of identifying lead conversion rates for for low-cost volume licences to provide a low total cost
the marketing team. Endsleigh had to spend excessive of ownership.
the business processes” time and cost on setting up agents on various systems, “We wanted to time the upgrade to correspond with
the number of which also impacted security across the the changes in our business model, with the
Peter Leahy, enterprise. introduction of a cost-effective infrastructure for
Head of IT, Endsleigh Insurance Services In addition, Endsleigh needed better features to help unified communications by investing in Microsoft
www.onwindows.com 17
11. COVER STORY: ENDSLEIGH INSURANCE SERVICES
Office Communications Server 2007,” explains Leahy. solution is also designed to operate with the different communication channels to help its partners an incident occurs, our employees now have the ability
“This was especially opportune in view of the company’s existing Microsoft Office SharePoint Server adapt to new markets. Previously, the business team to access their Office SharePoint Server 2007, e-mail
integration we could achieve between Exchange Server 2007 collaboration technology as well as other responsible for affiliated services did not have a reliable and telephone, as well as our Dynamics CRM system.
2007 and Microsoft Dynamics CRM. Previously, we Microsoft technologies and services. communication tool that let it engage with agents – This has led to better offline working, making us more
had relied on local area network connections with The new implementation also enables each team to Leahy says it had “hit a brick wall” in terms of taking responsive and effective as a business.”
variable reliability – in future, our people will always be benefit from the seamless integration of Dynamics on new prospects and simply could not manage any “Overall, the transition has been relatively seamless,”
connected to our core business systems.” CRM and SQL Server 2005 Reporting Services. This more customers. concludes Rebecca Smith, business project manager at
Before Dynamics CRM 3.0, Endsleigh had error- provides interactive personalised business reports, “We’ve improved the efficiency and accuracy of our Endsleigh. “As business project managers we’ve been
prone manual processes for managing contracts which improve the productivity of staff and, in turn, frontline sales staff,” says Paul Nicholas, business involved in implementing a number of third-party
between partners and making their commission help them take on a new wave of sales prospects. project manager at Endsleigh. “When they’re dealing solutions written by external software houses, such as
payments. It lacked a central repository to manage Dynamics CRM 4.0 includes several new features, with customers, we have a full record of the history. We a letting agency system and a tenant reference system.
partners and prospects. Having started with Dynamics such as simplified workflow and up-to-the-minute deal with them in a more prompt and quality-driven But Dynamics CRM has proved that with easy-to-
CRM 3.0, these improvements have been consolidated reporting, as well as multi-language and currency way and we have a single source of information for all understand technology and a committed business
and further refined. capabilities. Dynamics CRM can be shaped to support our customer activities.” partner such as CIBER UK, implementation is a
hassle-free process.” F
Now, Dynamics CRM 4.0 helps each sales team at the business and provide a robust environment for “At a time of rapid business change, Endsleigh has
Endsleigh to view information relevant to its division future growth. The product comes complete with sales, continued to invest in Microsoft Dynamics CRM
without having to search an entire database. The marketing and customer services modules. because it is based on an environment that is
upgrade provides a suite of powerful marketing, sales When the credit crunch forced most insurance understood, not just by us, but universally,” says Brian
DYNAMIC IMPLEMENTATION
and service features, all with a familiar and consistent companies to re-evaluate their businesses, Endsleigh Henry, head of sales for financial services at CIBER UK.
experience based on Microsoft Office and Microsoft was strongly placed to change its model due to its “The seamless integration of Microsoft products is a
Office Outlook 2007 for the client device. investment in Microsoft technologies. Its move into critical factor in our future growth strategy. The similar Endsleigh Insurance needed a new
Due to the integration with Exchange Server 2007, digital marketing has been fully supported by the look and feel of Microsoft products means that not business management system to help
staff will be able to receive push e-mails, an always-on upgrade to Microsoft Dynamics CRM 4.0, which has only is integration simple, but fast adoption is also adapt to changing market conditions.
service in which users receive messages to their client helped automate many more processes and integrated guaranteed. Together with SQL Server 2005, Dynamics CIBER UK worked with Endsleigh to update
device as if they were in an office environment. easily with the company’s new unified GP and the Active Directory service for identity its Microsoft system, implementing
Furthermore, Dynamics CRM acts as a powerful and communications strategy. “This investment will help management, Microsoft Dynamics CRM 4.0 will Microsoft Dynamics CRM 4.0 and a related
intuitive business intelligence system because it us to drive bigger, better, and more targeted marketing improve group-wide efficiency and help Endsleigh suite of Microsoft technologies.
integrates information from multiple sources. The campaigns using new skills to attract business from employees convert prospects into valuable clients.” The new technology was quickly
our customer base,” comments Leahy. “Upgrading to the latest version of Dynamics CRM, adopted across the company, enabling
The CRM software is helping sales executives clearly shows that we have faith in both the Microsoft Endsleigh to work through different
ENDSLEIGH HAS 800 EMPLOYEES AND 30 RELATIONSHIP MANAGERS IN THE FIELD
increase digital marketing successes in line with the solution and CIBER UK as our implementation communication channels and help its
company’s new approach to customers. Yet, at the partner,” adds Leahy. “The scalability of the solution, partners adapt to new markets.
same time, it adds no extra costs to the business or supported by the fact that we’ve used previous The company can now access
burdensome work for technicians. According to Leahy, versions, reinforces our decision to select this product.” interactive, personalised business reports,
this is all the more important now that Endsleigh plans A further benefit of the implementation is that it which improve productivity and help staff
to rely in future on more mobile sales employees enables Endsleigh to support flexible working for staff. to take on a new wave of sales prospects.
backed up by two communications centres. “With the “The killer benefit for me, as well as the organisation, is Endsleigh is also able to support mobile
previous systems, we had lost faith in the manual improved business continuity with greater flexibility of working, enabling better offline working
processes and did not feel confident in managing leads working,” says Leahy. “With unified communications, and making the business more responsive.
and opportunities,” he says. “By automating Endsleigh employees can easily transpose their
commission payments through Microsoft Dynamics working environment for their home environment. If
CRM, we have increased one segment of business
tenfold without needing extra accounts people to PAUL NICHOLAS, REBECCA SMITH AND PETER LEAHY OF ENDSLEIGH INSURANCE SERVICES
manage the business processes.”
The integration features in Dynamics CRM 4.0 have
helped Endsleigh prepare itself to work through
ENDSLEIGH AT A GLANCE
As a leading UK specialist in insurance and
financial services products for career
people, Endsleigh prides itself on its status
as an independent intermediary:
– Founded in 1965 by the National Union
of Students
– Quickly expanded into offering financial
services to graduates and career people
– Ranked one of the UK’s fastest-growing
businesses in 2003
– 85 per cent of new sales originate from
the Web.
www.onwindows.com 19
