T-Systems a key partner in e-banking in Hungary

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What are the developments you are seeing with ebanking in both the retail and corporate sectors in Hungary?

by Gabriella Csanak, Senior Industry Expert, Financial Services Business Unit, T-SYSTEMS HUNGARY LTD.

We live in a world where Uber, AirBnB, and the Sharing Economy are everyday topics, where people check their phones every ten seconds for e-mails, kids shop on-line, school moms communicate in googlegroups, TVs are being replaced by Netflix on a tablet and you can close the window in your apartment from 1,000 miles away, using your mobile phone. In this world, traditional banks need to rethink their Modus Operandi as well.

More and more banks realize that e-banking is no longer simply a matter of providing an alternative to traditional banking with a well-designed website. Digitalization in today’s world has become the main way that banks serve their customers. Their approach to digitilization determines the customer experience and the way they process transactions. Entire front and back office processes could change dramatically in a short time. Right now pilot projects look at what part of banking businesses and services can be made completely digital, mobile based, paperless, faster and easier to use. 

As banks seek to expand their digital services, what kind of work are they handling internally and what are they outsourcing?

This really depends on each bank’s set up, organizational size and business strategy. Just a few examples: Nearly all banks have an E-channel director, but they want consultants to help turn the web e-channel into an efficient sales/acquisition channel. Typically, the CRM/BI teams have in-house own data miners and analysts, but they want consultants to help them better utilize the world of Big Data. Digitalization of entire sales processes or back-office work flows is a more challenging task. It is always a dilemma whether it is better to make “patchwork” improvements on traditional processes with internal teams or to just start from scratch and involve outside consultants. Integration of new solutions are always huge projects and a result of tight cooperation between internal and external IT experts.

What can T-Systems offer in this area? Are there “out-of-the-box” solutions that can be customized, or is each package based on individual need?

T-Systems Hungary has a goal of joining banks as an innovation and transformation partner. The company can prepare proposals for digitalization of banking processes and help its clients make front and back office operations easier and more cost-effective, while making client services faster and more efficient. Some concrete examples:

Though in-person bank visits are less frequent, banks can make these more enjoyable with an app that allows them to find the branch with the shortest queue, and that lets them request a queue number online.

Banks’ client call systems can also be improved, so that the system recognizes clients with a scan of their bank card. And clients can receive product offers while they are on hold, or fill out forms with their phones. Systems can direct clients to specific account managers.

Digital technology can make signatures easier too. Using T-Systems’ electronic signature and a person’s biometric information, it is easy to prepare a document that is accepted as legally authenticated. Since the signatures are followed by time stamp and preserved electronically, the signed documents can be traced in a secure way.

What kind of local partnerships has T-Systems developed?

We have many partnerships in the Hungarian market, from globally well-known large providers to relatively small tech companies that offer single innovative solutions. We believe in continuous consultation and a close relationship with our client banks, and we seek a complete understanding of their strategic needs, to act as a business partner, providing better solutions to help them manage their businesses for better results. The solutions we come up with could be a packaged one, or customized to the individual need of our client bank or insurance company.

What are the future challenges and possibilities of e-banking and how is T-Systems getting out ahead of the issue?

Banks are decreasing customer traffic in branches to rationalize their networks, and this trend will continue in the future. At the same time, keeping clients remains a challenge that can be addressed with the right digital solutions. The T-Systems digital banker solution is an integrated tool made of modules that cover the whole sales process. It allows the banker and the client to converse via a video call, jointly revise and fill out official forms and documents, and then forward these documents to the appropriate background branches electronically. This can happen immediately, regardless of geographical location or time, without any paperwork.

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