Microsoft Server Product Portfolio

Customer Solution Case Study

Bank Employs SMS Messaging System
to Protect Customers from Credit-Card
Overview
Country or Region: Serbia
Industry: Financial services
Customer Profile
aiffeisenbank is a leading Serbian
bank! t"e largest in sout"-eastern
Europe# $t fre%uently invests in new
tec"nologies to provide "ig"-%uality
services to its customers#
Business Situation
aiffeisenbank needed a new system
t"at would provide customers wit" instant
messages to warn t"em of potentially
fraudulent credit-card transactions#
Solution
&"e bank deployed Microsoft' Bi(&alk'
Server to create an integrated solution
t"at alerts customers by SMS wit"in )*
seconds of irregular banking activity#
Benefits
Customer relations"ips strengt"ened
wit" improved security#
Customers gain control of finances#
Solution integrates easily wit"
communications c"annels#
Fraud investigations and costs
reduced#
+,sing Microsoft tec"nology! Saga came up wit" a
solution t"at satisfied all our re%uirements in a very
s"ort period of time#-
Slavol.ub aki/! 0ead of E-C"annels Support 1epartment! aiffeisenbank
aiffeisenbank! a leading Serbian bank wit" a strong focus on
retail! is one of t"e largest banks in sout"-eastern Europe# $ts
reputation depends on its ability to protect clients from fraud2
particularly credit-card fraud# aiffeisenbank needed a solution
t"at would reduce t"e cost of preventing credit-card fraud and
provide a more effective! customer-focused service# $t worked
wit" Microsoft' 3old Certified Partner Saga on a pro.ect t"at
connected t"e bank4s internal systems wit" a solution t"at alerts
customers w"en transactions are made on t"eir accounts# &"e
solution2based on Microsoft Bi(&alk' Server )**52"as led to
a dramatic reduction in credit-card fraud# aiffeisenbank
customers now en.oy a more secure service! w"ile t"e bank "as
significantly reduced compensation payouts#
Situation
aiffeisenbank is part of t"e 6ustria-based
aiffeisen group of banks t"at "as more
t"an 78!*** employees in central! eastern!
and sout"-eastern Europe#
$n )**9! t"e bank opened its first branc" in
Serbia# $t "as since become t"e country4s
leading bank and was t"e first to offer
many advanced services to Serbian
customers# $t launc"ed t"e :isa :irtuon
card for $nternet s"opping! w"ic" led to a
consumer e-banking service! and later
offered t"e :isa revolving credit card!
w"ic" offered travelling customers credit in
Serbia and abroad#
&"e bank4s system! "owever! could not
cope wit" t"e demands placed on it by
t"ese new services# Slavol.ub aki/! 0ead
of E-C"annels Support 1epartment at
aiffeisenbank! says; +<it" t"ese new
credit-card services! coupled wit" online
banking! we suddenly "ad to deal wit"
comple= business issues regarding fraud
prevention# &o guarantee secure customer
service! we realised we would "ave to
invest in new tec"nology#-
aiffeisenbank began searc"ing for an
efficient and secure solution t"at would
"elp improve customer fraud protection# $t
needed a cost-efficient! scalable solution
t"at could be integrated into its e=isting
systems rapidly# &"e tec"nology also "ad
to be easy to maintain and customise#
Solution
$n )**7! "aving identified its key
re%uirements! aiffeisenbank turned to
Microsoft' 3old Certified Partner Saga to
find t"e most suitable solution# &"e two
organisations already "ad e=tensive
e=perience working toget"er! and Saga
was familiar wit" t"e bank4s met"ods and
goals#
&o meet t"e strict re%uirements outlined by
t"e bank! Saga developed a solution based
on Microsoft Bi(&alk' Server )**5!
incorporating an 6>Swift adapter# &"e
Business 6ctivity Monitor portal wit"in
Bi(&alk Server provides a secure and
efficient means of monitoring transactions#
&"e application developed on top of
Bi(&alk Server connects to t"e core
banking software and sends s"ort message
service ?SMS@ messages to clients in t"e
event of account activity#
Bi(&alk orc"estrations2in con.unction wit"
Microsoft SAB ServerC )*** Dotification
Services2deliver information to customers
by SMS! so customers can make real-time
decisions if an unusual transaction occurs#
+,sing Microsoft tec"nology! Saga came
up wit" a solution t"at satisfied all our
re%uirements in a very s"ort period of
time!- aki/ says#
&"e solution supports all SMS protocols
used by mobile p"one operators#
Furt"ermore! it can accommodate all core
banking systems! ensuring t"e service is
available to t"e vast ma.ority of t"e bank4s
customers#
Customers can also access and manage
t"e system t"emselves# $n t"e event of a
credit-card transaction! t"e customer is
alerted wit"in )* seconds by SMS# &"e
customer can t"en instantly block a
payment and prevent furt"er loss by calling
a free p"one number# Customers wit"
$nternet access can block t"e card and
+&o guarantee secure
customer service! we
realised we would "ave
to invest in new
tec"nology#-
Slavol.ub aki/! 0ead of E-C"annels
Support 1epartment! aiffeisenbank
c"eck all previous transactions by logging
on to t"e system#
Benefits
<it" t"e new system! aiffeisenbank
customers now "ave greater trust in t"e
bank4s services and more control over t"eir
own finances#
Less Time Spent Monitoring System
&"e automated system reduces t"e
number of employees needed to monitor
t"e system and follow up %ueries# 6s a
result! customers are receiving an
improved! more personalised service wit"
no fee increases! w"ile many employees
"ave moved into more rewarding roles
wit"in t"e bank#
Customer Relationships Strengthened
<it" stronger customer relations"ips! t"e
bank can attract and retain customers more
easily# &"e new solution "as greatly
improved t"e trust clients "ave in t"e bank
and its services# Elatko Fegdi/! 1irector of
E-Business at Saga! says; +&"is is
customer care t"at t"e client feels directly#
<e "ave already "ad e=amples of people
calling and t"anking t"e bank for t"e timely
information t"at protected t"eir accounts
from t"eft#-
Customers Control over Finances
Increased
&"e new solution enables customers to
react immediately to investigate unusual
transactions and take appropriate action#
&"is can include blocking t"e account
online or contacting a call centre available
)> "ours a day! seven days a week#
+6 recent e=ample is t"at of a doctor from
Serbia!- aki/ says# +0e was on a business
trip in Canada w"en "e received a te=t
message notifying "im of transactions "e
obviously "ad not made# 0e logged on
immediately and blocked "is payment
cards# 6s a result! 9) more attempts to
perform transactions were prevented#-
Integration ith Standard
Communications
$n addition to SMS messaging! ot"er
communications systems can be used2
suc" as e-mail or voicemail2to notify t"e
client of suspicious transactions# Fegdi/
says; +<it" Bi(&alk Server! you can
connect to all banking systems and mobile
operators seamlessly and wit"out t"e "ig"
cost associated wit" ot"er systems#-
Investigative Processes! Security
Improved
Fraudulent people typically move in groups
from one 6&M to anot"er! using small
transactions until an account reac"es its
limit# <it" t"is met"od! "owever! t"e fraud
notification process is muc" faster# $t now
only takes one minute to advise a banking
customer of a fraud attempt! giving "im or
"er t"e ability to intervene from anyw"ere
at anytime2eit"er by contacting t"e call
centre or going online# $f necessary! t"e
police can also be involved wit" minimal
delay# &"is greatly "elps in cases of
repeated attacks and also makes locating
and appre"ending t"e criminal easier#
Microsoft Server Product Portfolio
For more information about t"e Microsoft
server product portfolio! go to;
www#microsoft#comGserversGdefault#msp=
For more information about Microsoft
E=c"ange Server! go to;
www#microsoft#comGe=c"ange
For More $nformation
For more information about Microsoft
products and services! call t"e Microsoft
Sales $nformation Center at ?H**@ >)5-
I>**# $n Canada! call t"e Microsoft
Canada $nformation Centre at ?HJJ@ 75H-
)>I7# Customers w"o are deaf or "ard-
of-"earing can reac" Microsoft te=t
telep"one ?&&KG&11@ services at ?H**@
HI)-7)8> in t"e ,nited States or ?I*7@
75H-I5>9 in Canada# Outside t"e 7*
,nited States and Canada! please
contact your local Microsoft subsidiary#
&o access information using t"e <orld
<ide <eb! go to; www#microsoft#com
For more information about Saga
products and services! visit t"e <eb site
at; www#saga#co#yu
For more information about
aiffeisenbank products and services!
visit t"e <eb site at;
www#raiffeisenbank#co#yu
&"is case study is for informational purposes only#
M$COSOF& M6LES DO <66D&$ES! EMPESS O
$MPB$E1! $D &0$S S,MM6K#
1ocument publis"ed Dovember )**5
Software and Services
Microsoft Server Product Portfolio
N Microsoft Bi(&alk Server )**5
N Microsoft SAB Server )**7