TIBCO Software > 实例探究 > BMO Financial Group Invests in TIBCO to Deliver Exceptional Customer Experience

BMO Financial Group Invests in TIBCO to Deliver Exceptional Customer Experience

公司规模

Large Corporate

地区

America

国家

Canada

产品

TIBCO Event Processing
TIBCO Automated BPM Workflows
TIBCO Integration Platform

技术栈

Real-Time Event Processing
Data Visualization
Automated BPM Workflows

实施规模

Enterprise-wide Deployment

影响指标

Customer Satisfaction
Productivity Improvements
Cost Savings

技术

分析与建模 - 实时分析
应用基础设施与中间件 - 数据可视化
应用基础设施与中间件 - API 集成与管理

适用行业

金融与保险

适用功能

商业运营
销售与市场营销

用例

实时定位系统 (RTLS)

服务

系统集成
软件设计与工程服务

关于客户

BMO Financial Group, one of the largest banks in North America, is committed to delivering a great customer experience by making business interactions easier, simpler, and perfectly tailored to individual needs. The bank has a strong focus on digital marketing and social media, aiming to meet customer expectations in real-time. BMO's customer base spans various channels, including branches, call centers, and digital platforms, necessitating a robust and agile system to manage and respond to customer interactions effectively.

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挑战

BMO Financial Group faced the challenge of meeting customer expectations in real-time across various channels, including branches, call centers, and digital platforms. With the rise of digital marketing and social media, customers expected personalized and timely interactions. The bank needed to simplify and automate processes, provide real-time information, and create data visualizations to make efficient decisions on how best to serve customers.

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解决方案

BMO partnered with TIBCO to leverage its expertise and industry domain experience. The bank implemented TIBCO solutions to provide real-time information, identify key incidents, simplify and automate processes, and create data visualizations for efficient decision-making. TIBCO's real-time event processing enabled BMO to trigger actions based on relevant events, ensuring timely and relevant responses to customers. The integration of TIBCO's automated BPM workflows and resource assignment significantly shortened approval times for commercial lending and mortgage approvals. Additionally, TIBCO's solutions facilitated straight-through processing and reduced integration costs, resulting in a robust, agile, and highly scalable system.

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运营影响

BMO now connects all customer channels to all products and services across all lines of business, ensuring a seamless customer experience.
The bank uses real-time event processing to trigger actions based on relevant events, providing timely and relevant responses to customers.
TIBCO's automated BPM workflows and resource assignment have dramatically shortened approval times for commercial lending and mortgage approvals.
The integration platform facilitates straight-through processing, reducing time to market for business process automations by 30 to 50 percent.
BMO has achieved a robust, agile, highly scalable, and continuously available integration and real-time event processing system.

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数量效益

Integration costs reduced by 40 to 50 percent.
Payback from real-time relevant offers was triple the investment costs.
Positive acceptance of offers has tripled from what it was four years ago.
Teller performance improved from making offers 5 percent of the time to more than 60 percent of the time.

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