Functionality
The CBS division remained largely focused on its one system and, as a result, continued to develop it down the years. The system still resided on the AS/400, or its iSeries successor, and came to use this machine’s own database, DB2. In 2007, as will be seen, Fiserv released a new version running under Linux with the UDB database. The core ICBS is centred on a customer file which includes name and address, personal details, employment information and financial details, plus account relationships. The system is parameterised for defining a bank’s organisational structure, product characteristics and product processing. The latter includes options such as insufficient funds processing, overdraft limits, report selection, funds processing, service charging, and interest accrual processing. Around this is a customer lending module, tools for defining a range of products such as investments, current and savings accounts, and others for collateral, insurance registry, safe deposits, and document tracking. There is a dealer management sub-system for automating the support of sales-forces. The system has a reasonable track-record and the supplier
has ploughed in a lot of investment so that it has always moved forward. Much of the development has been carried out with customers. In the last few years, one area of focus has been consumer finance. There was some support going back to the early days, at sites such as HFC Bank. However, this area has been considerably fleshed out, working with Australian Guarantee Corporation (AGC), Beneficial Bank in the UK (although, ironically, this was acquired by HFC before ICBS went live) and ABN Amro subsidiary, AA Inter-Finance in the Netherlands. AGC was particularly broad and innovative in this area, spanning around three million customers, 50–80,000 applications per month, and offering products across car loans, third party leasing, invoice factoring and store cards. One of Fiserv’s Polish customers, Bank Slaski (which became ING Slaski) also used ICBS for a move into consumer finance. There was also work in the area of complex mortgages, with development carried out at Birmingham Midshires Building Society. Around ICBS, Fiserv added a branch teller system (around half of all ICBS users took this), a self-service delivery layer for linking to a range of devices, and a call centre management system for account handling, computer telephony integration and workflow management. These elements were sold under the Alliant branding.
A CRM layer was developed by Fiserv in the second half of the 1990s with Birmingham Midshires. The layer resided in front of ICBS and tracked all customer interaction. Customer and associated product information was held in a folder, with all contacts recorded in a contact log. The information was accessed by staff via a graphical user interface. This
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component included customer interaction management technology from AIT which was sold by Fiserv since the mid- 1990s as Alliant Customer Relationship Servicing (CRS). The successor to Alliant CRS (or CBS CRS as it became) is now Aperio for Signature, which combines CRM, BPM and EAI, and, as will be seen, is an important part of the product strategy. There is also Data Warehouse for Signature (Informent, then CBS Data Warehouse, as was), which was officially launched by Fiserv in April 1998. This stemmed from a Pittsburgh-based Fiserv subsidiary and came out of work by Mellon Bank and Carnegie Mellon University. It is specific to the financial sector, with tailored tools for areas such as customer and product profitability, and organisational analytics. The intention is to be able to install the warehouse quickly, on a phased basis. Canadian Imperial Bank of Commerce (CIBC) is a user of both the CRM and data warehouse elements. Fleet Mortgage Group was another taker of CBS Data Warehouse, to reside above two other systems from within Fiserv, the Default Management System and the Datalink loan and mortgage management offering (renamed as MortgageServ when web-enablement was added). Among the takers for the latter was Meritech Mortgage Services, an affiliate of Saxon Capital Inc., which bought the solution to support its loan servicing business, principally in the area of non-conforming residential mortgage loans. Other ICBS users to take CBS Data Warehouse have been Cahoot, Nova Bank and Portman Building Society. The warehouse comes with a pre-set data model and OLAP tools. It can be used for risk management, MIS, and marketing and campaign management. Fiserv has also looked to offer other relevant group and
third party software within its own product suite. In October 1999, it forged a partnership with UK-based Digital Mobility to incorporate the latter’s mobile banking solutions with ICBS and other applications. Digital Mobility’s WapHub aggregating technology supports wireless delivery of a range of business services including stockbroking, insurance, travel information and bookings. A quest for a credit card management system ended in late 2001 with the acquisition of an AS/400-based system called Fact 400 from a Colombian company, Compania Latinoamericana de Software.
CIBC is one of a number of customers to link ICBS to an
internet banking service. This was for the President’s Choice Financial banking service, offered via Canadian supermarket chain, Loblaw. There are also telephone and in-store kiosk options for customers. ICBS is also used by Yorkshire Building Society’s Egg (originally an offshoot of Prudential and also owned by Citigroup for a time) to support instant access savings accounts, mortgages and loans, with telephone, post
Universal Banking Systems Market Report |
www.ibsintelligence.com
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