Česká spořitelna is a dynamic bank that is not afraid of digital transformation. At this year’s Digital Transformation Summit, Lukáš Pudil, Personalization Tribe Lead at Česká spořitelna, presented how they managed such a big change in the largest bank. And how does the important topic of caring for clients’ financial health fit into the whole transformation? Enehan CEO Jirka Mach asked this question too.
Lukáš, what are you currently working on at Spořka?
We recently decided to replace our CRM, which sounds chinese overseas british database quite simple, but moving to a cloud solution is complicated in terms of security and compliance in our environment. We have already completed .
This is the largest implementation of the Financial Services Cloud in Central and Eastern Europe. This could not have been an easy decision. Where are you heading as a bank?
The digital world is coming, and you have to not only adapt to it, but also go towards it.
What goals do you want to achieve through transformation?
We do not want to directly influence customers, we contact us today for a free consultation focus primarily on the work of our people. I estimate that the change will affect approximately 10,000 employees. In the first phase, it will affect people in branches. We are only aiming for a mass market “tablet” solution. We want a better experience for clients in branches, so that they use George there in the same way as at home. Also, a banker should work with fewer applications than is currently the case on the Siebel platform and on a much simpler device. Through technology, we need to influence not customers, but the work of our people.
What will be your next steps now?
We want to replace the “360” client dashboard by the end of the year. We are moving towards a “one device” approach, where branches and advisors work only with a tablet.
The worst thing about digital transformation is not being transparent, whether to people up or down.
What are the most tricky dead ends you’ve encountered thailand data and what should others watch out for?
>>>>>>>>From my point of view, the most important thing is to have a connection with the surrounding environment, people and teams and, of course, a vision. Decision-makers must know what they are getting into and how challenging it will be. At the same time, they must want to take a key step that will have a big impact. The best thing that happened to me during the agile.
How is sales management via CRM connected to financial health? It’s impossible not to notice your massive campaign.
>The change in operational CRM is very important for us, because it allows us to easily connect all the news and changes in client access. I will explain it best in our daily work. For many years, we have been trying to calculate the financial index of clients. We have identified six areas: budget management, repayments under control, preparations for the future, etc. Based on these indices, the nature of conversations with clients has changed dramatically. For all this, we need to have a comprehensive system thanks to whi