The globalization of banks is not a new business model for revenue maximization; however over years of geographic expansion, banks have understood that maintaining quality of service standards for a consistent customer experience is the secret to success. Customer satisfaction, cost reduction, and profitability in global operations have surpassed growth as the primary objective, especially in the aftermath of recession. Paramount to keeping customers coming back to your bank, especially today’s tech-savvy consumers who cannot live without the internet, smart phones, and tablets – is the ease of doing business that matches the intuitive ease of the consumer web.
Here is the story of a bank that outshone 24 competitors to earn top honors from a national trade group. Euromoney named them Taiwan’s Best Private Bank for five years running. Chinatrust Commercial Bank (CTCB) built a model banking operation for global markets to provide the same quality of service to its customers from six countries in Asia. CTCB’s new common services infrastructure, built on TIBCO SOA, supports a burgeoning ecosystem of retail banking, institutional banking, and credit/cash-card business – all to help the bank respond nimbly to demanding markets and changing business requirements. The model banking infrastructure quickly deployed over 500 new services (more than 30 percent of them reusable) to boost operational efficiencies by creating an international franchise of standardized products and services, and also generate cost savings of 30 to 40 percent.
Today, CTCB processes 100,000 daily transactions in corporate banking, 50,000 daily transactions in retail banking, and on the e-banking side, the volume has soared from 150,000 daily transactions to 1.2 million – an eight-fold increase.
“Serving our customer base in the 21st century means creating a multi-country platform for banking and factoring, underwriting and lending, settlement to the general ledger and credit management. It means providing a global view of information to our global customers. TIBCO’s ESB became the connection – the foundation of our integrated enterprise. With this, for the first time, we engineered a multi-country application into our middle-layer infrastructure,” says Ruu-Tian Chang, CIO of CTCB.
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