The Société Générale Group Increases Customer Loyalty by Providing 32,000 Advisors with New Virtual Workspaces that Improve Banking Operations
 
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The Société Générale Group Increases Customer Loyalty by Providing 32,000 Advisors with New Virtual Workspaces that Improve Banking Operations

The Société Générale Group, one of the largest European financial services groups, provides advice and services to individual, corporate, and institutional customers. One of its three core businesses is retail banking in France, with 3,254 branches managed in cooperation with the Credit du Nord branch network as well as Boursorama, a major player in European online banking. Its two other core business are international retail banking and corporate and investment banking. Société Générale is also a significant player in specialized financing, insurance, private banking, asset management, and securities services.

 
 

 
 

Challenges

A word from Société Générale

  • “Thanks to Oracle Fusion Middleware 11g and Oracle WebCenter Portal, we can bring direct business value back to our IT banking system. The new business portal—powered by the Oracle solutions—helps us to provide our 32,000 advisors with better visibility into their activities, leading to a truly customer-centric environment.” – Hélène Lac le Gall, Project Manager, Multi- Branches Workstation, the Société Générale Group

  • Migrate a complex, heterogeneous, and costly retail banking information system to a Web portal to provide a unified, consistent workstation environment that closely matches banking advisors’ business tasks
  • Provide consistency and business value to the retail banking information system
  • Offer the advisors within Société Générale and Crédit du Nord bank branches a new virtual workstation environment to facilitate day-to-day management of banking operations, such as managing current accounts, credits offers, and trade investments
  • Optimize customer advisors’ productivity, enhance the quality of customer interactions in bank branches, and improve customer retention rates

Solutions

  • Deployed a virtual office architecture on Oracle WebCenter Portal for Société Générale’s 22,000 customer advisors to improve their productivity and enhance the customer experiences they provide, through a fully integrated and user-friendly application environment
  • Migrated from a nonintuitive and difficult-to-use desktop application, comprising more than 600 business applications, to new, unified workspaces, offering simplified access to banking customers and market-management tools
  • Improved advisors’ productivity by providing a modern user experience, based on organized and personalized workstation environments, integrating local and international trading information with automatic updates, daily roadmaps for bank management, and specific menus for banking operations, such as current-account management
  • Enabled advisors to offer banking products suited to each customer’s needs and build customer loyalty, while at the same time reducing time for customer interaction in bank branches, thanks to the contextual access information and collaborative services integrated into Oracle WebCenter Portal
  • Optimized intranet content management for business applications, such as risk and trade management, thanks to Oracle WebCenter Content 
  • Integrated more than 10,000 additional users from the Credit du Nord branch on the Oracle platform
  • Built the foundation for moving towards a customer-centric portal giving advisors in bank branches direct access to a unique, 360-degree customer view and to updated customer data in real time, thanks to integration with the Siebel CRM application

Why Oracle

“Oracle is more than a provider for the Société Générale Group. The company has been a true partner for more than 10 years. Oracle’s Siebel solutions are also the foundation for our retail bank CRM environment. As part of our workstation convergence project, we chose Oracle solutions for their connectivity with our existing banking information system, as well as content management features and scalability. We are confident that Oracle will continue to provide us with high efficiency technical support,” said Hélène Lac le Gall, project manager, multi-branches workstation, The Société Générale Group.