Bank of China has launched a new online banking platform to collect and analyse data across a number of channels accessed by its global customer base.
The new online platform will integrate customer-facing systems including branch, phone, mobile and web services for Bank of China’s 100 million customers, bringing together user information from the 30 countries the bank operates in.
IBM was chosen as the delivery partner, tasked with site redesign, improving functionality and introducing more personalised services.
The primary aim of the project will be to enable “improved data collection and analytics” based on customer transactions, real-time market feeds and customer service records. This will in turn allow the bank to tailor the user experience to individual customers.
"Banking has entered a new era, transforming from simple transactions and delivery methods to new and improved sales and marketing channels,” said Jiang Xin, general manager, electronic banking, Bank of China.
“As demand continues to rapidly evolve, Bank of China is taking the lead to meet the unique, individual needs of our valued customers. By launching our new online banking platform, we are making critical strides in achieving our customer-centric transformation, improving service delivery and customer satisfaction.”
In 2004 the bank announced that it would implement an online banking platform from Sybase subsidiary Financial Fusion, implementing the Financial Fusion Banking Solution for consuemr and corporate customers.
The deal extends IBM’s relationship with the state-owned bank. In 2011 IBM announced that it was assisting the Bank of China’s London offices to automate processing of interbank messages such as SWIFT.