Enterprise Customer Management (ECM)

TCB’s component structure provides a viable route to replace fragmented systems and eliminate the duplication and redundancy created by the current, complex IT infrastructure. The starting point is the implementation of an Enterprise Customer and Product Management system that provides a complete view of a customer’s financial relationship with the bank. 

Temenos’ Enterprise Customer Management (TCB ECM) solution – an application component within TCB maintains the complex relationships between customers and their accounts, whether these accounts are processed by the bank, or distributed by the bank but processed by third parties such as insurance, brokerage services, credit cards and other financial services.  By doing this it provides a real-time, 360° view of a bank’s customers and prospects, plus any other individual or company that has a relationship with the bank.  

In this way, the TCB ECM solution becomes the de facto source of all customer and prospect information, delivering an accurate, consistent view across all lines-of-business and delivery channels, across the enterprise.

TCB ECM can also help banks to manage other customer financial relationships, including those with financial advisers, accountants and other key influencers. By recognising, creating and defining affinity groups, a bank can become more adept at providing highly customised services and conduct relationship-based target marketing across a greater cross-section of its customer base.

Like all TCB components, ECM is based on proven service oriented architecture (SOA), delivering speed and flexibility to a bank’s core banking systems. Developed in line with IBM’s Information Framework (IFW) and Financial Services Data Model (FSDM), TCB ECM standardises how customer information is represented and viewed. This makes it possible to create a single, authoritative record for each customer, which can be shared, in real-time, across the enterprise. The flexibility of TCB ECM makes it easy to customise data fields, giving banks the power to define customer attributes and make them visible throughout the system.

TCB ECM can be installed as a full enterprise solution that integrates directly with other customer databases to consolidate disparate systems. The ‘single customer view’ objective is thus achieved over time, as the bank embarks on its journey of continuous improvement.

Key benefits of the TCB ECM solution:

• Significant improvement in productivity and reduction in costs – by streamlining and centralising customer data management and information sharing;
• Increased share of the customers’ spend – by better anticipating customer requirements and leveraging a complete real-time view of the customer across all accounts, channels and relationships;
• Improved customer retention – with increased quality of service and targeting built on true customer lifecycle management;
• Enhanced customer satisfaction – by managing customer preferences and making them accessible across all channels and lines of business;
• Increased revenue – by accessing new markets and accelerating new customer acquisition with targeted products and services that can be deployed rapidly.

TEMENOS CoreBanking Enterprise Customer Management (TCB ECM) Schematic

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Evolving your business around the customer
Achieving a customer-based culture can be a challenge when systems force customers to revolve around a bank’s operational processes. TCB ECM and EPM serve as an engine for product development and customer lifecycle management, placing powerful and effective relationship-led services at the centre of the bank. As the centrepiece of a bank’s growth strategy, it offers all of the capabilities needed to define and support the customer relationship.

TCB has been designed and built to take advantage of the latest IBM System z server technology. The platform requirements for TCB are:

• z/OS v1.9 and above
• DB2 for z/OS v8.1 and above
• WebSphere Application Server for z/OS v7 (TCB for Java) or
• CICS/TS 3.1 and above(TCB for COBOL)
  

For further information please download our product overview