IBM Sales and Distribution
Solution Brief
Highlights
● Create superior customer experience
and loyalty using Web 2.0 capabilities
● Deliver a consistent “anywhere, any-
time” experience across all channels
● Increase growth through innovation by
capturing useful customer information
and product development input from
online communities
Banking
Online transformation
for banking
Reach the next generation of banking consumers
In years past, the bank was a central focus in the community. Bank
managers held positions of privilege and authority based on trust, and
the strength of banks was founded upon the relationships they built
with customers. Today, however, new channels and new technologies
are rapidly transforming traditional banking.
Moving beyond online banking
But users are demanding to move beyond the typical online experience
of simply checking a bank balance. They want more convenience and
value-added electronic services such as budgeting and cash flow appli-
cations, along with a total view of their accounts—even those with
other institutions—or the ability to chat online with customer service
representatives 24x7.
To meet these challenges, many banks are looking to implement
a more collaborative relationship with customers and believe that
Web 2.0 capabilities such as Web applications, social networking,
video and content sharing, wikis and blogs can have a positive effect
on the top line, driving increased access to new customers, improved
customer service, and new product and service innovation.
The online transformation solution for banking from IBM, which capi-
talizes on game-like interaction models, rich Internet technologies,
social computing and advanced interface concepts applied to banking
interactions, can provide your customers an online experience that is
more rewarding, including:
● Delivering dynamically updated data and enhanced analysis
capabilities.
● Leveraging social networking communities to provide targeted advice
and simplified knowledge sharing.
● Automatically pulling advice content and improving content
searching.
Deliver a rich customer experience with Web 2.0
The online transformation solution is enabled by the IBM® Banking
Industry Framework, a unified software platform designed to help
banks build more efficient, flexible customer care and insight capabili-
ties that can easily adapt to new business challenges and regulatory
© Copyright IBM Corporation 2009
requirements. The solution not only gives you the tools and capabili-
ties to create a full cross-channel customer experience, but also helps IBM Corporation
your institution move beyond channel and device, to create an environ- Route 100
Somers, NY 10589
ment and culture defined and driven by the flexibility of an “anywhere,
anytime” experience, which reaches across customer segments, Produced in the United States of America
February 2010
employee segments, industries and geographies. All Rights Reserved

IBM, the IBM logo and ibm.com are trademarks or

In addition, the online transformation solution combines the power of
IBM software with financial industry-specific software extensions, solu-
tion accelerators and best practices to help you utilize the power of
Web 2.0 quickly and easily—at lower cost and risk. The solution can
help you:
● Support collaboration within your organization by using social shar-
ing spaces to disseminate knowledge, enable effective virtual teaming,
speed the ability of customers to reach experts and connect related
registered trademarks of International Business Machines
Corporation in the United States, other countries, or both.
If these and other IBM trademarked terms are marked on
their first occurrence in this information with a trademark
symbol (® or ™), these symbols indicate U.S. registered or
common law trademarks owned by IBM at the time this
information was published. Such trademarks may also be
registered or common law trademarks in other countries. A
current list of IBM trademarks is available on the Web at
“Copyright and trademark information” at ibm.com/legal/
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efforts. Other product, company or service names may be

● Create a superior experience to improve customer loyalty through trademarks or service marks of others.
targeted social communities, which efficiently and effectively gener-
ate candid customer feedback and reach segments of customers Please Recycle
through appropriate, relevant touch points.
● Increase growth through innovation by capturing useful customer
information and product development input from online communi-
ties while improving sales communication with high-value customers
and deepening customer relationships.

Gain insight today to meet future needs

Social computing and Web 2.0 capabilities are the next frontier of cus-
tomer relationship management for financial services organizations.
Whether developing a presence on a popular social network, tapping
into the virtual world, launching a new social network, or some combi-
nation thereof, the online transformation solution can help demystify
the transformation for your company.

For more information

To learn more about the online transformation solution for banking,
please contact your IBM representative or IBM Business Partner, or
visit: ibm.com/banking

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