Case History ING Direct

ING Direct is the largest on-line bank in the world, with over 13 million customers and deposits of 175 billion euros. In Italy the bank is in 7th position with over 600,000 active customers and deposits of 13 billion euros.
Services are available 24 hours a day, 7 days a week, from any location via telephone or Internet.
Selecta has worked alongside ING Direct since it started in 2001, supplying technologies and services to make the production of all printed business material more efficient.

Requirements of ING Direct

ING Direct’s philosophy is one of extreme ease with respect to organisational processes, in order to minimise the cost of the financial services provided.
Consequently, ING Direct needed a partner like Selecta to provide solutions which offered total integration, and automation of document creation and production processes.
ING Direct wanted an integrated process to manage the entire customer relationship, and to simplify the management of printed material.

Solution implemented by Selecta

• Selecta became integrated with ING Direct’s information systems, in order to make the path between the final client’s request, and the production of the necessary documentation, automatic and immediate. Whether details arrive from ING Direct’s website or a telephone call to the call centre, the solution implemented forwards the information to Selecta, creating the documents to be printed and sent to the individual client on demand. Printing is carried out with on-demand digital printing technology. Typical turnaround time is 24 hours from receiving the client request. Initially 3 projects were managed (Open Pack, Welcome Pack after the signing of the contract, and PIN code which allows the customer to transfer money to the new ING Direct account). Due to increasing success, ING Direct has gradually diversified communication methods, today achieving a higher number of different projects. The solution implemented by Selecta proved to be particularly scalable for supporting the great success of ING Direct in Italy.
  
  
• In order to deal with the increasing complexity of requirements, a portal was made available to ING Direct, which simplifies the management of all printed material. Use of the portal has made the entire process even more efficient, with a drastic reduction in misunderstandings, lost time, and telephone calls, hence cutting timescales and costs.