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The FST Awards 2011 Shortlist

Best use of customer communications and social networking technology

This award will recognise the most effective implementation of communications technology and/or social networking technologies by a financial services institution of any size and type. The category is open to traditional telecommunications projects as well as implementations involving VoIP, SIP, IM, mobile technologies, Facebook, Twitter, and PDA applications. Nominations may be for a single project or an overall strategy. The winning entry will demonstrate how the strategic use of communications and/or social networking technology has brought their company cost benefits, improved internal processes, enhanced customer service (where applicable) and helped further that organisation’s opportunities for future business success. The judges will regard the application of technology to create business benefits as being of equal importance to the degree of innovation present in the IT solution.

Credit Suisse - HelpExchange
HelpExchange is an internal portal where any Credit Suisse employee can ask a question “to the whole company”, answer questions or add comments, and vote on the best answers. It combines features from social networks, wikis, forums, and voting-based aggregators like Reddit and was implemented by volunteers in Q1 2010.

Deutsche Bank AG -The Wire
In 2010 Deutsche Bank has pursued the realisation of a global innovative microblogging platform called The Wire. In the context of a collaboration framework, The Wire complements existing Deutsche Bank systems like blogs, forums, instant messaging, document management systems and wikis. Thousands of users are connected and hundreds of messages are posted every day. The Wire is ‘Twitter for the enterprise’, based on open source technology

Deutsche Bank AG- Programme SOKO
The SOKO programme reached 25% reduction of operation cost p.a. and significantly improved internal processes and customer services by the installation of a new IP-based Telephony system with full business continuity capability for 2,200 users, including the integration of solutions for CTI, Voice Portal, Voice Recording, Dialler and contact center frontend software.

National Australia Group Europe (NAGE)
Everybody loves brian. He’s a workmate, a friend, the font of all knowledge - and he plays a vital role in changing the face of banking. Followed closely by OCS (Office communicator Server) – together they have transformed the way we communicate and collaborate within National Australia group, UK. Based in 3 major cities (Glasgow, London and Leeds) and hundreds of local sites across the retail network, this is already making a significant difference.

SEB -The Benche

The Benche is the first and only global online community for treasury and finance professionals. It is a unique, free, non-partisan platform providing a forum for discussion and networking that facilitates the transfer of information and experience throughout the global financial services industry.