The Microsoft Vision for Advisory Services Capital Markets
- Provide high touch, institutional sales people with a holistic view of all client activity across product silos and functional areas, enabling them to increase sales by cross-selling additional financial products and services.
- Enables collaboration internally with portfolio managers, risk managers and traders, and externally with the client, in order provide timely responses to customer requests and transactions.
- Provides a single platform for both low and high touch service channels which enables clients and sales professionals to have access to the same applications and user experience.
- Enhances both the customer and high touch sales persons' experience with a composite application framework which pulls together disparate line of business applications into a single system with workflow capabilities.
Conceptual Architecture
The architecture for the Advisory Services Capital Markets utilizes powerful application platform tier technologies, including SQL Server and Biztalk Server and/or the Dynamics Integrated Contact Center (ICC), as its foundation. Sell side organizations recognize high touch sales professional require data in real time to make important investment decisions and the Microsoft application platform technologies are specially designed to integrate into existing systems to maximize utilization and the return on investment.
Advisory Services Capital Markets provides the platform to deliver a holistic view of all client activity including positions, trade history, research consumed, profitability, trade ideas, call logs, email, etc. The platform arms institutional sales professionals with tools to cross-sell products and services based on an individual client's buying patterns, combined with unprecedented access to a 360 degree view of holdings and client risk tolerances, real time access to market research analysts and portfolio managers overseeing multiple investment vehicle types. Furthermore, the sales professional is armed with real time access to information through collaboration and turret trading systems.
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IMPROVE CUSTOMER EXPERIENCE
Challenges
'High touch' sales people need a single view of all client activity, improved analytics, internal and external collaboration and integration to disparate systems
Sell side product distribution covers all types of financial instruments (equities, fixed income, foreign exchange, derivatives, commodities, etc.) as well as research produced by analysts; all relevant data is in disparate systems making it difficult to consume within the context of client needs
Institutional, high touch, sales people are expensive and margins are eroding due to competitive pressure creating an environment that must enable user productivity
Sell side organizations find supporting multiple systems for sales professionals, service centers, and client Internet cost prohibitive
Solutions
Dynamics Integrated Contact Center and SQL Server promotes a highly efficient workstation that assembles all client information in one portal from disparate sources
The combination of Office Communications Server, Office LiveMeeting, Office SharePoint Server and Exchange Server allows for internal collaboration between sales, research, and trading that greatly enhances the customer experience
Financial institutions can dramatically improve the customer experience by adopting rich internet applications using Microsoft Silverlight for their eCommerce offering
Financial services organizations reduce cost of ownership by powering all service delivery channels leveraging the Microsoft application platform technologies
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REDUCE DEPLOYMENT RISK
Challenges
Current market conditions require banks to reduce risk and focus on client business to generate fees
The client Internet or 'Low touch' channel has been an area of increased focus for sell side organizations as a lower cost environment for self directed transactions, yet clients still require expertise of sales professionals to make investment decisions
The revenue from simple securities trading continues to erode and enterprises are challenged at improving client service and cross asset class trading to generate revenue
Solutions
Unified Communications simplifies employee and client communications and compresses the gathering and dissemination of through intuitive workspaces; unifying business communications; and connecting people, processes and information
With Windows Server, businesses can develop, deliver, and manage rich user experiences and applications, provide a highly secure network infrastructure, and increase technological efficiency and value for both low touch and high touch channels
Microsoft SQL Server provides a trusted, productive, and intelligent data platform that enables businesses to run their most demanding mission-critical applications and provide real time access to one source of client information across channels
Microsoft Office SharePoint Server contains very powerful and configurable Business Intelligence and Compliance reporting systems that provide insight into business best practices, revenue, client satisfaction and retention and regulatory compliance