Presentation Transcript

1. Summary of the case Advantages and disadvantages of implementing a strong Internet presence versus a fine-grained network of physical branches?  Can Nykredit replace their heterogeneous IT with a dedicated ERP system? What are the key requirements and technologies for building the new IT infrastructure at Nykredit? How can tracking the company’s web site be used by Nykredit to get new insights on customer behavior?
2. Summary of the case
3. Summary of the case Business Areas Insurance Company Nykredit Østifterne Forsikring A/S Retail Bank Nykredit Bank A/S Nykredit A/S(2001) Real estate investor company Nykredit Ejendomme A/S Real estatebrokerchain Nykredit Mægler A/S
4. Summary of the case Objective Nykredit Group was to become an internationally competitive Danish financial institution by virtue of qualified employees, up-to-date services, an extensive product range and innovative distribution channels.
5. Summary of the case Situation Nykredit strategy (2001) How to distribute services? Whichchannels to communicatewithcustomers? Open up more fhysicaloffices (Did already have 48 offices) IncreaseCall center activity + stronger web presence?
6. Summary of the case Choice of channels to communicate with customers 48 offices IncreaseCall center activity + stronger web presence Cross functional sales support (The insurancesalesmancanprovide support for traditional bank products) Real estate agents
7. Summary of the case Challenges A change in the information systems (excisting systems designed to service onespecificfunction) - Would the Nykredit Data Center beable to build the neededIT-infrastructure. Customer relations (customerneeds to betreatedequallywell, independent of channel) Corporateculture(customermightalsoneedinsurance, a loan etc. Not onlythink of customers as mortgagecustomer) New organizationalstructure( Customersno longer the property of onespecific regional office)
8. Advantages and disadvantages of implementing a strong Internet presence versus a fine-grained network of physical branches? 
9. Advantages and disadvantages of implementing a strong Internet presence versus a fine-grained network of physical branches?  Advantages Increasedeffectiveness Bettercostumer service Flexibility Segmentation Personalizedexperience
10. Advantages and disadvantages of implementing a strong Internet presence versus a fine-grained network of physical branches?  Disadvantages Industry customersdemandhighlevel of trust Highstartingcosts
11. Advantages and disadvantages of implementing a strong Internet presence versus a fine-grained network of physical branches?  Management challenges Integration of technologicaldevelopment and business development Project management plan Prioritizingprojects Timelydevelopment of prioritizedprojects Managing of IT infrastructure
12. Can Nykredit replace their heterogeneous IT with a dedicated ERP system?  
13. Can Nykredit replace their heterogeneous IT with a dedicated ERP system?   Nykredit’s situation: Distributed infrastructure Many legacy systems designed for and optimized to support a totally different business than the present Few developers and more are hard to find due to the old technology used Small size banking and insurance but large mortgage-loan department Difficult to establish a unified IT platform that offers consistency
14. Can Nykredit replace their heterogeneous IT with a dedicated ERP system?   ERP (Enterprise Resource Planning) Systems Advantages Integration Better Overview Reduced Operating Costs Coherent work-flow between departments Module based system Secure Disadvantages Startup costs Time of deployment Data Migration Long ROI
15. Can Nykredit replace their heterogeneous IT with a dedicated ERP system?   What did similar companies do in this situation? DanskeBank: implemented a full SAP & ERP system in 2008 ING: same history, global company - ERP + SAP solution from IBM in 2011 Standard Bank South Africa: mainly the same history, dreams of becoming global – ERP + SAP solution started in 2004 Deutsche Postbank: “Posterboy” for ERP and SAP since 2003
16. What are the key requirements and technologies for building the new IT infrastructure at Nykredit?  
17. What are the key requirements and technologies for building the new IT infrastructure at Nykredit?   Multichannelstructure Overview of customer engagement across all channels(customer profile) Seamless and personalizedcustomerexperience All services availabletroughonechannel The ITI should contend with the existing ITI
18. What are the key requirements and technologies for building the new IT infrastructure at Nykredit?   Multichannelstructure Overview of customer engagement across all channels(customerprofile) Seamless and personalizedcustomerexperience All services availabletroughonechannel
19. What are the key requirements and technologies for building the new IT infrastructure at Nykredit?   The ITI should contend with the existing ITI Multi channel support
20. How can tracking the company’s web site be used by Nykredit to get new insights on customer behavior?
21. How can tracking the company’s web site be used by Nykredit to get new insights on customer behavior? First of all, the website:
22. How can tracking the company’s web site be used by Nykredit to get new insights on customer behavior? Google Analytics + Userflow: Attention Heatmaps:
23. How can tracking the company’s web site be used by Nykredit to get new insights on customer behavior? Heatmaps: Real tracking:
24. How can tracking the company’s web site be used by Nykredit to get new insights on customer behavior?
25. How can tracking the company’s web site be used by Nykredit to get new insights on customer behavior? Thank you!