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Banque De Luxembourg Builds a Future-Proof Platform Empowering Relationship Managers

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Banque De Luxembourg Builds a Future-Proof Platform Empowering Relationship Managers Customer Success Stories 1/4 Banque de Luxembourg builds a future-proof platform empowering Relationship Managers Part of Luxembourg society A tight deadline Established in Luxembourg since 1920, and with over The goal of this project was to deliver a solution that enables 900 employees, Banque de Luxembourg is one of the the client advisors to have a 360° view of client relations and to country’s leading private banks. The bank has a very support them with a complete set of tools when providing advice strong shareholder and offers a range of private and to the clients. This started with the minimal viable product professional banking services. As a corporate citizen, the (MVP). At the same time, the bank had to comply with the EU bank is firmly rooted in Luxembourg and has a strong MiFID2 regulation on investment services. This regulation, commitment to the community. designed to increase transparency in the sector, stipulates that all banking customers must complete a questionnaire related Blazing a trail to their risk profile. The bank needed this questionnaire to be handled on time, preferably in a completely paperless way. Banque de Luxembourg has seen the private banking industry change dramatically, both in its home markets, The aim therefore was to simultaneously enhance Luxembourg and Belgium, and abroad. Clients visit the professionalism and achieve MiFID2 compliance. In addition, bank less to discuss their portfolio or get advice on the need to be compliant by January 2018 created a very tight their accounts, so the Banque de Luxembourg team of delivery deadline. over 100 relationship managers must go to their clients. Whereas this traditionally involved studying folders full of Professionalism with a human touch documents, the bank wanted to use smart online tools to enhance professionalism and cater to an increasingly Despite the move to digital, human interaction still matters digital-savvy customer base. in private banking. This platform was therefore designed to enhance, rather than replace the face-to-face aspects Banque de Luxembourg set about finding the perfect tool of relationship management. The bank wanted a CRM and for relationship managers to work with. In addition to customer-facing tool that would always be in the hands of the filling a market gap for enhanced front-line client services, relationship managers - something that would make their jobs the bank had a broader agenda to future proof itself for a easier and project cutting-edge professionalism. changing industry. Customer Success Stories 2/4 “We needed a sophisticated presentation tool to help the client advisor do his job”. Markus SEEL, Product Owner of RM workspace, Banque de Luxembourg The bank’s 100+ relationship managers, spread “Even though Backbase was primarily a business decision, throughout Luxembourg and Belgium, use the platform to architecture-wise we needed something with a long-term provide their clients with a full picture of their portfolios. view and developed the app accordingly”. Markus SEEL, Product Owner of RM workspace, Banque de Luxembourg An open, future-proof solution Valuable learnings In 2016, the bank began thinking about how this project might take shape and started to define requirements. The In addition to reaching their goal on time, the bank gained initial scoping of the work, where relationship managers several useful learnings from this project. They realised that were asked to describe the perfect CRM and client starting with the mobile application before developing the presentation tool, produced almost 40 requirements. desktop application was the best choice and as a result, found they could tap into additional iOS features. There Upon seeking a solution, it quickly transpired that the was a highly productive synergy between the teams, which market simply didn’t offer what they needed. The right facilitated fast, agile decision making on areas such as combination of CRM, client presentation tool, compliance navigation. and data protection was difficult to find. An investigation into the different vendors revealed that there was no Markus Seel, Product Owner at Banque de Luxembourg product on the market that met the bank’s requirements. notes how Backbase’s positive spirit and understanding of A decision was made to develop a solution, Backbase the industry helped to drive the project: “I think we almost was contacted to build the platform they needed. had the perfect match, the atmosphere was open and positive and everybody was willing to participate. The spirit The bank needed something open and future-proof, was good and that helped a lot. Within 6 months we hit go- something other departments could build solutions from live with the first product.” in future. The Backbase modular, flexible solution was the perfect fit and the Backbase team could build exactly Going Agile what was needed. The benefits of the modular approach were far-reaching, once the solution was decided upon, The project got off to a fast start, which was promising for the architecture also changed simultaneously. the end result, especially with such a challenging deadline. Customer Success Stories 3/4 “Despite the fact that we had to adapt the scope of the project after we started, we still arrived at the right MVP on schedule. Our in-house team of develop- ers had around two months of on-site training, which got them up and running, and support was available from Backbase as and when needed.” One key element of this was the use of agile project with Backbase. A complete package was delivered for management. Driven by Backbase, agile methodologies the MVP and now the bank will build on the app, adding drove the success of the project and added flexibility. improvements until the product is as good as it can It helped reveal a need to modify navigation during the possibly be. design phase, and facilitated a fast correction, with no impact on timelines. The next phase will be to enhance the functionality of the application and to analyse if the platform can be used for Fast adoption other departments in the bank Today, the bank’s relationship managers share updates with clients via digital devices. This increased professionalism is part of the reason they have been “There’s a lot more to come now, quick to adopt the solution. Feedback (qualitative and like CRM functionalities and quantitative) has been highly positive from clients and client advisors. A key success indicator was the fast investment proposals, document decline in paper forms, as relationship managers willingly libraries, wealth management moved over to RM workspace. solutions, tasks and to do’s, so we “It’s a good sign when most of the problems you encounter have a huge agenda for 2018 to in using a new app are internet connection issues. Within a very short space of time more advisors use RM workspace build on the success of the initial than paper forms, despite having worked with paper for project”. decades.” Markus SEEL, Product owner of RM workspace, Banque de Luxembourg Markus SEEL Looking to the future Product owner of RM workspace, Banque de Luxembourg This solution works across the board as digital is relevant to all customer segments. More features will be added to Banque de Luxembourg now holds the enviable position the bank’s range of services in the near future and with of being future-proofed for both internal growth and any this platform in place, the bank can continue to co-create external changes in its industry. About Backbase Backbase is a fast growing fintech software provider that Our customer base includes ABN AMRO, Barclays, Che- empowers financial institutions to accelerate their digital Banca!, Credit Suisse, Fidelity, Hapoalim, HDFC, Hiscox, transformation and effectively compete in a digital-first ING, KeyBank, Legal & General, Al Rajhi Bank, NBAD, world. OTP, PZU, PostFinance, Societe Generale de Banque au Liban and Westpac. We are the creators of the Backbase Omni-Channel Banking Platform, a state-of-the-art digital banking software solu- Industry analysts Gartner, Forrester and Ovum tion that unifies data and functionality from traditional core recognize Backbase as an industry leader in terms of systems and new fintech players into a seamless digital omni-channel banking platform capabilities, customer experience. and award the company high marks for its deep focus on customer experience management and unparalleled We give financials the speed and flexibility to create and speed of implementation. Forrester manage seamless customer experiences across any device, named us a leader in the Forrester Wave for and deliver measurable business results. We believe that Omni-Channel Banking.Ovum nominates Backbase as the superior digital experiences are essential to stay relevant, market leading provider of next-generation digital channel and our software enables financials to rapidly grow their banking platforms, from both a digital business. functionality perspective and execution perspective. More than 80 large financials around the world have stand- Backbase was founded in 2003, is privately funded, with ardized on the Backbase platform to streamline their digital headquarters in Amsterdam (HQ Global) and Atlanta (HQ self-service and online sales operations across all digital Americas) and regional operations in London, Mumbai touchpoints. and Singapore. Americas HQ European HQ 10 10th Street, Suite 325 Jacob Bontiusplaats 9 Atlanta, GA 30309, United States 1018 LL Amsterdam, Toll-Free Number: +1 866 800 8996 The Netherlands Office Number: +1 470 881 8780 Phone: +31 20 465 8888 [email protected] [email protected] Regional Office London Regional Office Singapore Unit 5.00, 154 - 160 Fleet Street 3 Church Street London, EC4A 2DQ Level 25 Samsung Hub United Kingdom Singapore 049483 Phone: +44 20 3735 8437 Email: [email protected] Email: [email protected] Regional Office Cardiff Regional Office New York Ground Floor, The Bounded Warehouse 1460 Broadway New York Atlantic Wharf, Cardiff, CF10 4HE NY 10036, Suite 110005 United Kingdom United States Email: [email protected] Email: [email protected].
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