Case Study: Lloyds TSB

Time for change

Kcom designed and implemented a complete Unified Communications solution for Lloyds TSB Corporate Markets.The solution was sought when Lloyds TSB made a crucial move to consolidate its corporate-focused businesses, led by the opening of a new state of the art head office at 10 Gresham St, London. It will dramatically improve communications, increase sales opportunities and provide a better working environment.

The Lloyds TSB group is one of the UK’s top 5 banks. In late 2005, the relationship banking, structured finance, debt capital markets and risk management businesses for the bank’s corporate customers were merged. In July 2006, this single, united business was re-launched under the umbrella name of Lloyds TSB Corporate Markets. 

During the integration of the underlying 14 business units to create Lloyds TSB Corporate Markets, a few major challenges were uncovered. There were several old buildings with limited communications within and between them, as well as no access to a common customer database. A decision was made to create a single front office where the bank’s clients could be accessed. New headquarters were found in The City of London to house over 1,100 staff, including 200 traders.

“Merging all of the businesses into a single business unit, with a shared vision, means that we can now leverage the great relationships we have with our client base even better,” explained Colin Everett, head of IT Strategy & Architecture at Lloyds TSB Corporate Markets. “The IT strategy was clearly a critical success factor, particularly with the integration of all the businesses at our new headquarters.” 

Solutions right on time

From the signing of the lease at the new City-based headquarters, the management team had one year to get the premises fully operational. With 300 people on the site it was a complex coordination exercise.

Lloyds TSB Corporate Markets sought a partner to provide a bespoke service covering design, pre-staging, implementation and user acceptance testing of all technology for the new premises and linked technology to other facilities.

Kcom had already proven to be a valuable partner, delivering successful projects at the Monument Street office and at the Lloyds TSB contingency centre. Using Cisco products Kcom was selected to provide the LAN at Gresham Street plus an IP telephony system for 1,100 users, including 200 traders.

Kcom also deployed a Cisco Aironet wireless network, voice messaging, and put in place a 30 seat contact centre. A 3-year reactive break/fix support contract is in place and will ensure that the network runs smoothly. 

Great expectations

Lloyds TSB Corporate Markets now has a world-class facility using the latest technology to provide a converged voice and data network.

“The working environment is vastly improved and we are starting to reap the rewards. We can now walk around and talk to the sales teams. There is a new café with built-in wireless access, providing a great environment for meeting, talking and planning. With traders and bankers working long days, it is paramount that they have the most conducive working environment. Productivity will increase as a result.”

The new network supports leading edge trading floor equipment that generates less heat and takes up less room under desks. The noise of the old trading floor has gone and traders can remain cool and comfortable.

Cross-selling opportunities have also improved. Big corporate relationships involve complex customer issues, often including a combination of interest rates, foreign exchange and derivatives. With everything in one place, the duplication of administrative tasks and systems has been removed, resulting in time and cost savings and ensuring that the sales opportunity is fully exploited. 

"The new facility provides a major wow factor for our customers and we are confident that the technology Kcom has put in place can now support a rapidly growing business.” Colin Everett Head of IT Strategy & Architecture Lloyds TSB Corporate Markets