What we work on

Customer Relationship Management
Operational and relational CRM solutions and models for managing customer relations and solutions for sales force automation, customer service, helpdesk and marketing automation.

Business Intelligence
We focus on specifying KPIs and also on the actual implementation of the infrastructure and the consoles used for analysis, as well as the classification of information categories to be used for defining metrics, formatting reports and specifying the procedures for populating the analytic database..

Partner Relationship Management
Management of the entire cycle of relations with commercial partners - from initial selection to assessment, from joining partnership programmes to setting up joint activities - as part of the marketing, sales and customer care processes, including the analysis of business generated by partners in terms of final customers and products sold.

Multi-channel Contact Centres
Evaluating and setting up the contact centre's technological and applications infrastructure, and workforce management solutions for multi-channel handling of customer relations (voice, voice over IP, web, email).

Enterprise Application Integration
Integration of architecture between applications, Service-Oriented Architecture (SOA), workflow and Business Process Management (BPM).

Enterprise Content Management & Knowledge Management
Electronic management of the entire document life cycle (creation or acquisition, customization, issue, search, handling, filing/archiving, distribution) both within the firm (intranets) and outside it (partners, suppliers, customers - extranets, the Internet), so as to ensure straightforward, efficient and productive creation, research, diffusion, sharing and use of information.

Corporate portal e Business to Employee applications
for cutting costs and optimizing HR management processes and activities. Our Intranet skills also generate much fruitful co-operation with Milan Polytechnic and its '"Intranet Files" permanent observatoryas well as with ABI Lab for the banking observatory, "Intranet Files - Banche".

RFID
Identifying the priority areas for RFIDs and the impact they will have on processes, specifying an operational model and evaluating the benefits and other effects. Identifying the technological options that need considering (including those not using RFIDs), and selecting areas for action where process costs are significant compared with the typical cost of tags. Assessment of the initiative's consequences on other value chains, and vice versa.

Systems Plan
Drafting an Industrial Plan of the IT Department setting out the following for a 3 - 4 year timescale: the IT initiatives to be put in place, each initiative's impact on the business, the strategic "make or buy" decision, the organisational set-up, the architectural and operational model, and the business plan.

Governance model
Support in drawing up and implementing the IT systems governance model: profitability, organisational and operational aspects.

Network architecture
Design and planning of communication networks (fixed and mobile, LAN, WAN, MAN,...).

SOA
Independent services that can intercommunicate with simple standard messages regardless of their individual technology and distribution over network nodes; new services can be provided or a new application introduced far more simply than with conventional architecture.

IT Security
Integrated IT Security consultancy and solutions, attended to by a dedicated Business Unit

Billing and usage systems
Best-of-breed solutions for telecommunications operators and billing management services. Our capabilities cover systems integration and support in moving from billing systems based on legacy applications to advanced systems.

Credit card management services
Innovative solutions for setting up and managing specialized portals of customized service provision for different profiles of customer/agent in each particular value chain (private cardholders, corporate clients, corresponding banks or associated firms).

Services in connection with payment systems, including cross-border payments
Organisational/functional analysis of business and operational processes with a view to innovation and upgrading to meet standards, laws or regulations; the subsequent writing of the software solutions and upgrading of the bank's IT systems.

Compliance
Support in upgrading to comply with national legislation (e.g. the Privacy Code), industry regulations (e.g. Basel 2) and corporate governance requirements (e.g. SOX) to be achieved by ensuring that corporate resources (information, money, processes, people) are all secure.