Front Office Digital Transformation Financial Organisations

Global key strategic challenge

Luxembourg – November, 27th 2019: UpCRM hosted a special event dedicated to the Financial Services sector in Luxembourg. This event gathered Banks, Financial Institutions and Wealth Management Funds willing to get inspired by Cloud Computing Solutions with respect of regulation. As evolution regarding regulatory framework made a step toward the use of outsourcing and Cloud technology, this conference aimed to put Cloud Solutions in perspective with European / Luxembourg Financial Compliance.

Cloud Computing Solutions are a global key strategic challenge, so Patrick Ittah, COO of UpCRM, presented the global context and benefits of choosing Cloud Solutions and Salesforce introduced several customers use cases to illustrate advantages of that type of solution. With examples of increases of pipeline generation up to +29% thanks to campaign management, growth conversions up to +430% in retail, both metrics impacting revenue at the end of the year. Growth figures coupled with lower drop-out rates up to -47% and savings of 10.000 hours of low-value manual labor through automation.

Laurent de la Vaissière
ABBL’s Cloud Computing Working Group

Regulatory Evolutions

The Luxembourg Financial Sector is facing many global challenges and thus has to embark on digital transformation. Implementing Cloud Solutions which provide agility and time to market advantage is a mandatory step, but the regulatory environment is sometimes seen as a barrier to adopting new technologies. That’s why, David Hagen – Head of IT Supervision & Supervision of Support PFS at CSSF, as the regulatory authority talked attendees through the latest compliance prerequisites when going to Cloud Computing & Outsourcing. After reminding “Cloud Circular” context evolution and risks mitigation, attendees were presented steps and process to be able to ensure data confidentiality and security while going to Cloud.

Additionally, Laurent de La Vaissière, representing ABBL’s Cloud Computing working group, unveiled the results of the “Cloud Adoption Survey” led among their members in 2019. Out of 42 respondents, 15% of Financial institutions in Luxembourg already made the leap to adopt Cloud Computing Solutions and 34% are in the process of adopting these, showing a current trend.

Cloud-based  Solutions in secured environment

To reconcile both worlds and understand how to bring the best Customer Relationship Management within secured environments, two experts completed exchanges;

  • Excellium Services, presented their Cloud Security Solutions and a set of warnings & advice about our usage of Cloud.
  • PwC Luxembourg shared their new « Customer Insight Platform »; made of marketing insights & micro-segmentation thanks to data analytics, and presented also their own Salesforce Project; believed to be among the top-3 in the world.

Christophe Bianco, Excellium Services

As sessions were very interactive, guests got the chance to exchange with speakers
to get insights and inspiration to drive them toward their own digitalization roadmap!

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We take the opportunity to thank our speakers:

From left to right :
Cyril-Laurent Cymbler, Senior Director Industry Solutions at Salesforce EMEA
Laurent de la Vaissière, Associate Partner at KPMG, as member of the ABBL’s Cloud Computing Working Group.
David Hagen, Head of IT Supervision & Supervision of Support PFS at CSSF
Christophe Bianco, Managing Partner at Excellium Services
Patrick Ittah, COO at UpCRM,
Emmanuel Garcin, Managing Director – Front Office Transformation at PwC Luxembourg