The Client
Development Bank of Singapore (DBS) is one of the largest financial services groups in Asia. The
largest bank in Singapore and the fifth largest banking group in Hong
Kong as measured by assets, DBS' "AA-" and "Aa2" credit ratings are
among the highest in the Asia-Pacific region. DBS has leading positions
in consumer banking, treasury and markets, asset management, securities
brokerage, equity and debt fund raising. Beyond the anchor markets of
Singapore and Hong Kong, DBS serves corporate, institutional and retail
customers through its operations in Thailand, Malaysia, Indonesia,
India and The Philippines.
The Problem
In order for DBS to server their customers better they wanted to create
a pan Asian operations centre by implementing a backbone that would
connect their offices in Singapore and Hong Kong together. DBS chose to
use an Avaya telephone system to integrate with their web based Siebel
CRM system and Telephonics IVR. This allowed all their operators in
Singapore and Hong Kong to have real-time access to the same
information and provide in-depth consolidated reporting.
How We Helped
Our consultants assisted DBS by devising and implementing a knowledge
transfer strategy prior to the ‘User Acceptance Testing’ and ‘Go Live’.
DBS where provided with documentation and system manuals that were
designed specifically for their administrators with step by step
procedures outlining the common tasks they would have to undertake. DBS
also benefited from our consultants knowledge and expertise as they
were able to assist the development teams by resolve key issues which
would have otherwise put the project on hold.