Application of OfficeLine to achieve its owner's business objectives

A customer that considers using OfficeLine will choose its configuration according to the type of marketing they want to apply. While OfficeLine is fully open to future modifications (extensions), a suitable selection of its configuration right at the beginning of its application is a prerequisite for successfully addressing clients when launching the appropriate services (implemented with OfficeLine) on the market. As such, it is the basis for achieving the maximum efficiency of the employment of OfficeLine, assuming the expected position on the market, and achieving the outlined business targets.
The configuration of OfficeLine is the subject matter of a technical project that is prepared according to the specifications set by the customer (the future owner of OfficeLine) and represents a bridge between a marketing plan and the execution stage of an OfficeLine implementation.
The preparation of specifications (according to the market plan) is essentially influenced by the selection of the category of clients the customer wants to address. This selection is a criterion for the selection of OfficeLine distribution channels. No distribution channel is suited for a single specific category (or categories) of clients, so the owner can offer any distribution channel to all clients. However, each distribution channel has different advantages with respect to the possibilities of the communication technology on which it is based. The advantages of distribution channels determine the probability of their successful employment within given client categories.
We provide examples of typical distribution channel configurations depending on the addressed categories of clients. Besides theoretical analyses of client needs and distribution channel possibilities, the examples are based on the experience gained from our previously executed OfficeLine implementations. The examples represent a recommendation; however, the decision on the configuration of distribution channels will always depend on the preferences of the customer (owner), too.

Solutions for retail clients

With retail clients, we can generally expect:
  A lower level of technical equipment (the client may have no access to a computer),

  A tendency for more frequent passive operations (such as inquiring about the account balance) instead of active operations (entering transactions).

  A lower overall intensity of using the services and therefore a tendency for worse knowledge conditions of a client (the client will have less experience with the use of the service).
Therefore, from the viewpoint of retail clients, stress should be put mainly on the easy availability of the service (from anywhere) and its "user-friendliness." The optimum is to simultaneously offer the IVR ( OfficeLine IVR) and GSM banking (OfficeLine GSM, or OfficeLine SIM Toolkit) distribution channels. These distribution channels are highly available (a "landline" phone with tone dialing or a mobile phone are sufficient) and provide intuitive control.

Solutions for small to medium-sized corporate clients

In the case of a corporate client, we have to expect more frequent demands for active operations and the general overview of company finances, in addition to the requirements of easy availability and controlability. In addition, we can count on a higher level of technical facilities (a computer connected to the Internet).
Therefore, from the viewpoint of corporate clients, stress should be put on the easy availability of the service as well as on the more demanding requirements of the client. The optimum is especially:
  Internet banking ( OfficeLine WWW), which offers advanced possibilities to enter transactions, the monitoring of their processing, etc.

  SIM Toolkit banking ( OfficeLine SIM Toolkit), which allows the performance of basic operations quickly with no special equipment (computer) needed.
It is useful to complement the installation with other distribution channels, such as e-mail ( OfficeLine E-mail).

Solutions for key corporate clients

A key corporate client, usually a large enterprise (or an enterprise with a high turnover of executed transactions), is different from the two previous categories in that it needs to process large volumes of transactions. We can expect a good technical and personnel background. We can also expect that OfficeLine users will be diversified according to their powers and needs based on the scope of their jobs.
The basic distribution channel for key corporate clients is Corporate Banking ( OfficeLine Corporate Banking), which allows processing of large volumes of data (manually, but also in an automatic mode), a detailed specification of the authorization of users (company employees), and also a very high level of security.
Another important factor is the possibility to quickly review company finances, for example, on a business trip, etc. Therefore, it is advantageous to offer the use of another distrubution channel that is independent from specific communication equipment. In this respect, Internet banking ( OfficeLine WWW) is especially advantageous, as it provides many of the benefits of Corporate Banking with no need to use any specialized software (or a specific computer).
If higher variability is required, there are other distribution channels that can be successfully offered, such as SIM Toolkit banking ( OfficeLine SIM Toolkit).