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Swedbank empowers 5,000+ users with customer analysis tool using QlikView
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Functions
- Sales & Marketing
Use Cases
- Predictive Quality Analytics
Services
- Software Design & Engineering Services
The Challenge
Swedbank, one of the largest financial institutions in Scandinavia and the Baltic states, needed to better support its 6,000+ branch employees and specialist head office and regionally-based marketing staff with customer-centric tools. The mission was to improve the sales support and give advisors an easy way to plan which customers to meet. The previous sales support tools were too complicated for most of the branch office users who were dependent on central and regional specialists from whom information could be ordered. The lack of system agility meant that opportunities were often missed. Swedbank saw this challenge as an opportunity for a paradigm shift. They saw potential for an entirely new user friendly and flexible system that put information, and thereby power, at everyone’s fingertips. They wanted to improve customer satisfaction and loyalty, and at the same time grow sales and revenue.
About The Customer
Swedbank is one of the largest financial institutions in Scandinavia and the Baltic states. The company dating to 1820 has strong roots in the Swedish savings banks tradition. Indeed Swedbank has cooperative agreements with 61 local, but still independent, Swedish savings banks. Today’s Swedbank (excluding Savings banks) serves approximately 4.3 million private and corporate customers in Sweden through 315 branches in six regions of Sweden. The Swedbank group employs 16,000 people across all geographies (around 8,000 in Sweden). It offers the familiar banking staples— savings accounts, credit cards, electronic banking, and loans — but also specialises in investment services, real estate brokerage, and life insurance. Swedbank home markets are Sweden, Latvia, Estonia, and Lithuania.
The Solution
Swedbank deployed QlikView to 5,000+ employees in less than six months. With QlikView Swedbank now analyses data on 4.3 million private and corporate customers by type of agreement and class of customer. The design and build process involved customising the QlikView Business Discovery platform for optimised self-service analysis specific to Swedbank’s business. Central sales specialists create bookmarks for Swedbank advisers to use in the branch offices including graphic illustrations of products or campaigns and a target group list of prospective customers. Advisers could then refine the bookmarks using local knowledge. Although data modelling took time to perfect due to the complexity of the data, development was completed in about a year. Swedbank rolled out its Customer Analysis Tool to the first 5,000 users in less than six months. They included 150 specialists or power users.
Operational Impact
Quantitative Benefit
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