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Case Study: Development of Chordiant-Based CRM Systems
IBA implemented the following projects using Chordiant (www.chordiant.com):
BankContact
Industry
Banking
Customer
Our customer is a major European bank that is ranked among global leaders in corporate banking and securities, transaction banking, asset management, and private wealth management.
Project Overview
The project was aimed to migrate the Bank Call Center legacy software and enhance its functionality by 100%, adding new features and integrating the new software with external systems. In addition, the new system was to meet strict requirements in response time and user friendliness.
Integrated with a telephony system (Awaya server), the system supports:
- Different call statuses of the agent
- Automatic caller identification
- Call transfer (with application data transfer)
- Call conferences.
The application supports the following main functional parts:
- Partner identification and legitimating
- Automatic handling of customer contact history
- Partner core data
- Partner special conditions
- Navigation through partner accounts
- Registering of partner orders and complaints
- Automatic and manual call classification
- Money transfer
- Checklists for different agent activities
- Email processing
- Support of “member get member” program
- Support of new banking functions advertising campaigns
- Managing of prospects
- Call of external applications (mainframe application, Lotus Notes applications, and web applications) screens integrated into BankContact user interface
- Application administration through web interface.
Project Execution
The project was executed in close cooperation with the customer. IBA was responsible for design, implementation, unit testing, integration testing, and deployment in the customer environment; support of user acceptance and load and performance testing; and transfer of knowledge to the customer maintenance team. The customer team took care of user acceptance and load and performance testing. The IBA team was comprised of a Project Manager, two Architects, seven Java Developers and a Tester.
The development was done in the IBA’s near-shore development center, with short on-site workshops in Germany. All project-related notes/activities were tracked in a JIRA instance of the bank (issue\bug management system). The total project duration was one and half years.
Project Results
The customer received a high quality application that incorporated the latest technologies, including IBM WebSphere Application Server, servlets, JSP, EJB, JMS, JDBC, XML, Chordiant Foundation Server, and Chordiant CAFE. The new application supports 500 concurrent users with high response time, which was proved by load and performance tests. After six months in production, the system received very good feedback both from the end users and the customer maintenance team.
BankService
Industry
Banking
Customer
Our customer is a major European bank that is ranked among global leaders in corporate banking and securities, transaction banking, asset management, and private wealth management.
Project Overview
The project was designed to automate workflow for a bank agent in a typical bank branch. The customer described how its typical branch should look in the near future. BankService is a software part of a larger bank’s project that is called “Branch of the Future”.
The new system was aimed to substitute manual document processing in bank branches and replace numerous hard copies with electronic documents. The main scenario of the system was to help a clerk complete an electronic form, create a PDF version of this document, and obtain/verify a customer signature on the document. The bank wished the application to be web-based to reduce the cost of branch installation. IBA was involved in the creation of a prototype, the application that should be able to serve only one branch.
Project Execution
IBA implemented the project using BankContact, the application that was developed for the same customer prior to BankService. Thus some parts of the functionality were ported to the new application without changes. The IBA responsibility was system analysis, application design, development, and unit testing. Consequently, the IBA team was comprised of a Project Manager, a System Analyst/Architect, and four Java Developers.
The project involved the development of numerous new features (generation of printable documents, document scanning, and document life-cycle). The development was done in the near-shore development center, with one short kick-off workshop in Germany. All project-related notes/activities were tracked in a JIRA instance of the bank (issue\bug management system). The project was implemented in a very short time period (3 months of pure development and 1 month of bug fixing and change requests).
Project Results
The bank received a solution that was suitable for installation in the experimental branch (real new branch in Berlin).
GKS FOS
Industry
Insurance
Customer
Our customer is one of the largest German insurance companies.
Project Overview
The aim of the project is to develop a software application for the Company Call Center. The project that IBA implemented for the European bank served as a reference for this customer.
The system is integrated with a telephony system and supports:
- Different call statuses of the agent
- Automatic caller identification
- Call transfer (with application data transfer)
- Call conferences.
The application supports the following main functional parts:
- Partner identification
- Automatic handling of customer contact history
- Partner 360-degree view
- Register of orders and complaints
- Order processing
- Broker hotline
- Contact classification
- Support of new insurance policies advertising campaigns
- Email processing
- Call of external applications (mainframe application or web applications) screens integrated into BankContact user interface
- Application administration through web interface.
Project Execution
The project is executed in close cooperation with the customer team. IBA is responsible for design, implementation, unit testing, and transfer of knowledge to the customer development team. The IBA team is comprised of a Project Manager, two Architects and seven Java Developers.
The current production version was mainly developed in the IBA’s near-shore development center, with short on-site workshops in Germany. A number of functional parts were developed on-site in Cologne (one month business trips). All project-related documents were stored in a Lotus Notes/Domino database (team room) accessible to stakeholders.
Current project duration: one and half years.
Project Results
The project is still in progress. Three application versions have been deployed in production. The new phases include implementation of brand new functional parts and change requests based on end user feedbacks.
Currently, almost 300 concurrent agents use the application in production. According to customer feedbacks, the application is very stable and user-friendly.
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Last modified: 24 August 2006
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