The Bayerische Landesbank (BayernLB) has set itself the goal of driving forward its digital transformation and increasing its efficiency. In this context, the DEAP (Digital Expert Workplace) project was launched to create a modern ‘sales workplace of the future’. The digitisation of work steps and the elimination of media disruptions should enable a reduction in costs and a faster response to the needs of customers and employees.
Into the future of banking
Bayerische Landesbank
Background
"AI in banking offers enormous potential. As a strategic partner, adesso is helping us to tap into this potential by advising and supporting us in our long-term strategic orientation in the field of AI with both technical and professional expertise. Together with adesso, we are setting new standards for AI in the banking environment and look forward to further cooperation and an exciting future."
Mario Stelzer, Product Owner AI at BayernLB
Challenge
The Bayerische Landesbank was faced with the challenge of standardising and digitising individual and heterogeneous processes. Analogue order processing and personal customer care were time-consuming and cumbersome. A holistic solution was needed to optimise operational processes and deploy employees in the best possible way.
Solution
The implementation was carried out with the aim of creating a unified view of processes and customers. Analogue processes were standardised and digitised to enable more efficient operations. Digital work templates and templates were introduced to standardise and optimise workflows. An integrated sales workplace based on Microsoft Dynamics 365 Sales and Power Platform was implemented to enable seamless customer care. More than 300 entities, 65 interfaces and over 1,200 users were integrated.
In addition, automated document generation was implemented. By integrating Microsoft 365, modern Teams telephony, SharePoint and other Microsoft productivity solutions were used to create even better collaboration between employees and customers.
To use modern marketing and inform customers worldwide in a GDPR-compliant manner, Bayerische Landesbank relies on Dynamics 365 Customer Insights. This promotes a 360-degree view of the individual customer, enabling cross-selling and upselling as well as portfolio optimisation.
Result
BayernLB is the first state bank to benefit from the complete integration of Dynamics 365 and Microsoft 365. The partnership between BayernLB and adesso has led to the automation and standardisation of processes, which shortens throughput times and enables smooth workflows.
Cross-departmental cooperation has been strengthened, duplicate work has been reduced and the quality of work has improved. One example is the optimisation of risk assessment when products are assigned. Standardisation and automation reduce risk in the lending business.
By creating synergies between individual areas, work can be carried out in a more efficient, holistic, targeted and customer-oriented manner. The use of a 360-degree customer view has optimised sales management.
Bayerische Landesbank (BayernLB) is a Bavarian state bank headquartered in Munich, Germany. It was founded in 1972 and is owned by the Free State of Bavaria. It employs more than 8,400 people. BayernLB operates as a commercial bank and offers a diverse product portfolio for financial services. Its tasks include supporting the Bavarian economy through lending, financing infrastructure projects and managing financial assets.
As a state bank, BayernLB also plays a role in the public sector by looking after the financial interests of the Free State of Bavaria. This includes managing financial reserves, issuing bonds and providing financial services to public institutions.
BayernLB is also active in international banking and operates branches in various countries. Like many other banks, it is active in investment banking, asset management and other financial services.
Microsoft at adesso
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CXM Manager Sebastian Zack cxm@adesso.de