Case Study

Integrated Address Management at Sparkasse Uecker-Randow

Introducing a Cross-Channel Customer Contact System at Sparkasse Uecker-Randow.

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Sparkasse Uecker-Randow is consistently pursuing its digitalisation strategy.

The scenario

Sparkasse Uecker-Randow is consistently pursuing its digitalisation strategy. A key element of this initiative is the introduction of Integrated Address Management (IAM). The objective of IAM is to consolidate sales management within a single application and to structure customer contact across all channels in a standardised manner. This ensures that the right customer is approached via the right channel at the right time with the right message.

The savings bank is currently preparing for the rollout of IAM by Finanz Informatik. This case study outlines the steps taken by Sparkasse Uecker-Randow to achieve IAM readiness — with the goal of ensuring an optimal technical and functional implementation, and of elevating active customer engagement to a new level.

The challenge

Implementing IAM represents a paradigm shift in customer engagement management and requires a fundamental understanding of the new system. Developing in-house IAM expertise is critical in order to correctly configure sales analytics, establish ‘nerve protection’, consider existing consulting capacity, and make the best possible use of IAM’s multichannel capabilities.

All IAM-related measures must be embedded into internal processes and aligned with the savings bank’s strategic objectives.Achieving IAM readiness demands additional capacity and best-practice knowledge alongside day-to-day operations, in order to advance the project efficiently.

With its technical and functional expertise, Fincon Reply provided targeted support tailored to the specific requirements of a savings bank. The guidance offered enabled Sparkasse Uecker-Randow to prepare comprehensively for the implementation of Integrated Address Management.

Sales Management
Sparkasse Uecker-Randow

Fincon Reply provided the additional capacity required and integrated the IAM action plan into the project planning.

The solution

A dedicated workshop covered the modules ‘Establishing a Fundamental Understanding’, ‘Readiness Optimisation’ and ‘Laying the Foundations’ — enabling the savings bank to grasp the full functional scope of all IAM components. Supplementary workshops and digital consultations supported change management in both sales leadership and sales teams, guided by a thorough analysis of the target versus actual status. Further assistance was provided in the area of sales optimisation and the step-by-step transition from the former ‘event-based system’ to the new IAM system environment.

This included the practical implementation of customer contact management (‘customer protection’), as well as enhancements to data quality — such as improved recording of interactions, response codes, maintenance of customer groups, customer segmentation, and raising the EWE quota. The external consultancy from Fincon Reply was based on a modular model, allowing the Sparkasse to commission targeted workshops and access consulting hours in a cost-effective manner — both before, during, and after the rollout.

The result

As a result, Sparkasse Uecker-Randow now has a clearly defined action plan, enabling informed decisions regarding the IAM implementation and ensuring long-term benefit from the system. Preparatory activities have commenced. Overall, internal sales management is now placing greater emphasis on personalised customer engagement in the context of digital transformation.

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PRIVACY

I declare that I have read and fully understood the Privacy Notice and I hereby express my consent to the processing of my personal data by Reply SpA for marketing purposes, in particular to receive promotional and commercial communications or information regarding company events or webinars, using automated contact means (e.g. SMS, MMS, fax, email and web applications) or traditional methods (e.g. phone calls and paper mail).

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Sparkasse Uecker-Randow

Sparkasse Uecker-Randow is a public-law financial institution serving the Uecker-Randow region in north-eastern Mecklenburg-Western Pomerania. With around 145 employees, it provides services to private individuals, businesses, and local authorities through nine branch and self-service locations, supported by a dense network of ATMs. As a ‘citizens’ savings bank’, it offers a full range of modern financial services — from current accounts and investment products to loans, subsidy programmes, and digital banking. The institution reinvests its earnings in regional development projects. Through its commitment to customer proximity, social responsibility and sustainable business practices, Sparkasse Uecker-Randow makes a significant contribution to the economic and social advancement of its local area.

Fincon Reply

Fincon Reply is a business and IT consulting company focused on the financial services industry. Fincon Reply advises banks, the savings bank financial group, insurance companies, and near-financial companies, as well as their suppliers, proactively in their digital transformation. The company supports on-site with specialized consulting and development teams and delivers turnkey solutions.