Banking & Insurance

Société Générale

Successful migration of Société Générale's customer data by Steria

Société Générale is one of Euroland major bank (21,500 employees in France. This bank has developed a multi-channel distribution model in France which comprises: 2,004 permanent ATMs, 2,580 cash dispensers, Vocalia voice servers, Multimedia Customer Relationship Management Centre remote consultants, Internet (Logitel Net and market-specialised portals), minitel (Logitel), alarm messages on mobile phones (Messalia), interactive television (Visualia) and WAP.

Société Genérale launched in the summer of 2000 a major CRM project : it mobilized about 300 Société Générale employees working towards the deployment of a multichannel customer relationship management application. The goal is for customers to be known and recognized regardless of how they access their bank (Internet, telephone, branch, minitel).

Société Générale had to provide to the CRM Application (Siebel) a single database of customer portfolios, thereby providing the bank with a single overall view of a customer. The CRM application cannot work without a migration of all the datas gathered by the bank on customers (7 millions customers / 45 millions of contracts).

Requiring more than 1,000 man/days of work and 6 months of preparation by the Steria teams, this migration was possible thanks to Steria's Profiles® solution. This fixed-price services offer is based on a methodology and a set of software tools which guarantee the complete migration of data to the target technical environment.
Six weeks were needed to perform the test phases once the audit and configuration operations in Profiles® had been performed. As for the migration itself, this was completed in the space of 7 hours.

“Steria was the only IT services company to work with Société Générale on a fixed price basis on the CRM part and did an flawless job. The top-class commercial and technical relationships, the methodology and expertise in this type of project, added to the wealth of functionalities offered by Profiles®, were key factors to the success
of our project” states Georges Dantier, CRM project technical manager at the Société Générale.

All customers entries were process quickly and automatically thanks to Profiles (precious months were gained by the customer). Data quality entries is optimized and ensures best performance of the CRM application.

For further information :
Jean Declunder
Tel : (33) 6 07 84 00 15
e-mail : Jean.declunder@steria.com

Key words: Société Générale / CRM / Banking & Insurance / France
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