Banco Sabadell Invests in Digital Banking
Builds new customer experience and saves development time and cost with TIBCO
Banco Sabadell’s goal is a new digital banking model. “Our biggest driver is the customer,” says Jordi Planas, chief architecture and methodology director. “And our main objective is delivering top quality financial services.”
Joan Carles Munuera, architecture director, explains, “The concept of digital banking is about a new kind of relationship between organizations and customers. Digital customers are more demanding, and to make them want to stay with us, we need to offer more personalized services.”
Says Planas, “The difference is in how we provide services to customers. Wallet share is directly connected with customer satisfaction. Customers have to notice that the best service, the best relationship, is with us. That’s our approach to this problem. Today, we still have complex legacy systems that are not integrated, which increases cost and our time-to-market for delivering to new cross-system requirements. So we are in the process of simplifying operations, administration, and customer relationships.”
Sabadell’s relationship with TIBCO began in 2005 with the integration of its treasury systems using ActiveMatrix Service Grid. Since then, the bank has added TIBCO’s integration platform and recently identified additional needs. “Our new digital strategy needs a new digital architecture,” says Planas. Our customer data view incorporates products and services, but our goal is to fill this view with historical and real-time details of all customer activity from each channel and have real-time decisioning in our business.”
“We want to detect every single interaction the customer has through every single channel,” says Munuera. “The best way to do that is to offer the same user experience through every channel, detect these interactions as events, correlate those events with relevant contextual information, and then provide the best possible response to the customer at just the right time. That might be by triggering automatic BPM processes or interacting with campaign monitoring systems, for example, or simply raising an alert on a business dashboard. You have to execute all business functions in a centralized service app, and you need relevant data available everywhere, every time.”
“We need to know which products and services the customer has, when they last contacted us, the channel they last used, if they were or weren’t successful in whatever activity they were trying to accomplish,” adds Planas.
Foundation For the Future
Sabadell has been integrating its systems for the past few years and is making progress laying out its digital business foundation. “Today, customer data is accessible through tele-services available through our business service or app,” says Munuera. “To support performance and high availability requirements, we push relevant contextual information to the TIBCO in-memory data grid.”
“These integrations are related to the strategic architecture,” says Planas. “Our TIBCO architecture is the foundation for the projects that will roll out for an omnichannel, customer-centric user experience.”
Reusable Services and Increased IT Productivity
“The main benefit of the TIBCO SOA architecture has been reuse of business functionality in a standardized way. We are now more productive in developing new applications. Reusability basically provides shorter time to market, and we can grow our systems with more control,” says Munuera.
“We have reduced transaction time and operations time-to-market,” says Planas. “That is the main benefit so far.” These improvements in operational efficiency are helping the company meets its digital banking goals.
Banco Sabadell is forging ahead and looking forward to deploying a new user experience. “We have reviewed all our technical capabilities and have a project to implement complex event processing, business process management, and API management. Very soon we will start projects related to new market systems and other capabilities,” says Planas. “We are on the way.”