White Paper
CWSI created an end-to-end solution architecture, giving AIB the peace-of-mind that the choice of device and Enterprise Mobility Management [EMM] platform would be compatible with the company’s legacy applications, support the required use cases and provide watertight data security.
AIB, Ireland’s largest bank, needed help with an ambitious digital transformation project to enable a whole new approach to consumer banking on the high street. The project’s aim was to leverage self-service and assisted banking technology extensively in branch, to enhance the customer experience and reduce costs.
AIB’s key challenge was to secure and manage a range of in-branch devices, used by a mixture of bank employees and customers to access sensitive banking data though a mixture of corporate and consumer banking applications.
Together, CWSI and AIB created the Lab, an innovative, in-branch banking environment designed to deliver an exceptional customer experience through digital self-service and to create a physical space where customers can learn about AIB’s offerings in banking technology.
CWSI created an end-to-end solution architecture, giving AIB the peace-of-mind that the choice of device and Enterprise Mobility Management platform would be compatible with the company’s legacy applications, support the required use cases and provide watertight data security.
The solution included the ability to lock devices into “kiosk mode” for limited customer use, the ability for multiple employees to use the same device and the ability to remotely wipe any applications and data from lost or stolen devices.
CWSI also developed training programmes for AIB’s in-house IT team to enable them to manage and configure the Enterprise Mobility Management platform to support the new use cases. The CWSI team worked closely with AIB to document every step of the process and ensure the maximum benefits could be achieved from AIB’s investment in the technology.
CWSI’s security-first approach to the project, ensuring that any risk of loss of data was mitigated, gave AIB the confidence and peace of mind to focus on driving its digital transformation agenda and enhancing its reputation for excellent customer experience.
The Lab incorporated four distinctive “zones” to help AIB deliver the optimum customer experience for different groups of banking customers with different needs.
24-Hour Self-Service Banking Zone: Offering home, phone, online and mobile banking; ATMs; a Social Media Wall with live streams from the AIB social media channels; and touchscreen phone with interactive voice response to phone banking resources.
Product Zone: Providing a touch-enabled ‘Learning Wall’ and touch-screen tables for products and services information; video conferencing booths for video calls with a financial advisor; Account Opening Booths allowing customers to open new accounts using a tablet app; and Kids Area with digital games.
Innovation Zone: Showcasing new, best-in-class digital banking products and services from AIB and partners where customers can explore and give feedback to help guide the bank on its future technological developments.
Small Medium Enterprises (SME) Zone: Dedicated meeting room for customer and bank meetings, particularly for Business and Personal Banking Remote Advisor consultations and allowing customers to open new accounts via tablet.
Our approach enabled AIB to maintain its competitive edge and take advantage of mobile technology to bring its services into the digital age, without jeopardising data security.
AIB use CWSI as a Mobile Systems Integrator – we find them to have detailed knowledge in the area of mobility and a deep understanding and capability of what’s required to deliver large scale mobility projects particularly in the area of security and management.
Case Study
Case Study
Case Study
