hvb language portal as group-wide translation platform localization world 09 june 2009

HVB Language Portal as Group-wide translation platform

Localization World 09 June 2009

Agenda

2

Brief portrait HypoVereinsbank & UniCredit Group

Language Service at HypoVereinsbank

Initial situation 2008

Definition of objectives – requirements catalogue

HVB Language Portal in detail

Experience & outlook

Sina Zimmermann, COM4LS

HypoVereinsbankUniCredit's competence centre in Germany

33

789 branches

approx. 23,000 employees

approx. 4 million customers

We are a universal bank and do business with retail banking customers, corporate banking and commercial real estate financing customers and very wealthy customers. We also do business on the international capital markets.

A highly developed culture of service and our local presence

Years of familiarity with regional markets

Our integration into a large European and international network

Our operations

Data: HVB Group in Germany As at: 30 Sept. 2008

What sets us apart from the competition?


UniCredit GroupA corporate group with strong roots in 22 European countries...

4444(*) Market capitalisation as at 12 Nov. 2008 As at: 30 Sept. 2008

In addition to our main markets Italy, Germany and Austria presence in:

Azerbaijan, Bosnia and Herzegovina, Bulgaria, Croatia, Czech Republic, Estonia, Hungary, Latvia, Lithuania, Kazakhstan, Kyrgyzstan, Poland, Romania, Russia, Serbia, Slovakia, Slovenia, Turkey and Ukraine.

Customers over 40 million

Branchesover 10,000

Employees approx. 180,000

Ranking* Top 10 in Europe

Top 20 worldwide

Total assets over € 1 trillion


Agenda

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HVB Language ServiceSole competence centre within UniCredit Group

Service portfolio

In-house translations (De-En-De)

Coordination of translations for all languages

Quality assurance through proofreading (De-En-De)

Set-up and maintenance of corporate wording ("De-En-It")

Arranging for interpreters (all languages)

Team

Six translators (De-En-De)

Our (in-house) customers

All employees of HVB, increasingly of UCG

6 Sina Zimmermann, COM4LS

Translation market in a banking context

Basic requirements: Annual and quarterly financial reports Contracts Customer correspondence Speeches & presentations Forms Texts relevant to BAFIN, the German Federal Financial Supervisory Authority (for example, texts

in connection with the German Banking Act (Kreditwesengesetz), disclosure statements pursuant to the German Securities Trading Act (WpHG) or the German Investment Act (InvG) or the like)

7

New requirements since the combination: Presentations, Supervisory Board and Management Board minutes, speeches Trilingual intranet: news about all the events at the Bank, about strategy, mission

& the values of the Bank International staff magazine HR texts: contracts, works agreements of the individual countries Press releases, investor relations releases, investor reports IT: manuals, software localisation and so on


Agenda

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Initial situation 2008 – general conditions

Increase in translation volume 2005-2008: +140%

Significantly higher quality requirements

9

+922 ordersIncrease: 69%




Analysis of translation ordering in the Group:

Non-standardised process for ordering translations by colleagues

according to the following pattern:

This approach causes the following problems:

Queries due to missing information

Repetitive steps

Lack of cost transparency

Initial situation 2008 – current-state analysisIdentifying potential for improvement

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Order to thetranslation

mailbox

Clarification ofdetails with the

customer

Translationusing CAT tool

Creatingproject

with CAT tool

Returningfile

by e-mail


Agenda

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Defining objectives – Requirements catalogue




Definition of objectives

Objectives:

Streamlining coordination for HVB Language Service and for project

managers

Optimising user-friendliness for our customers and thus further

strengthening the position of Language Service within the Group


Solution: central, standardised tool for processing orders with greater involvement of the customer

Order portal requirements

Objective: streamlining coordination for Language

Service

Accelerated processes using a standardised workflow

Minimising e-mail traffic with standardised queries

Less administration through own user management


Order portal requirements

Goal: optimising user-friendliness for our customers

Web-based platform with access by all users in the Group

Trilingual – despite Group language being English

Project wizard for easy navigation

Transparent costs for the customer


Agenda

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Defining the target system – requirements catalogue




Agenda

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Experience

Challenges

Getting colleagues to accept the new process

Time-consuming processing of mini-orders


Results

Significant reduction of order turn-around times

Increase in customer satisfaction due to high user-friendliness of

portal

Outlook

Further optimisation of user-friendliness, for example, by using Download wizard E-mail communication directly via client portal Simplifying input by automatically filling in contact details from

registration

Additional relief for project manager, for example, by Further streamlining processes by getting customers more

involved Automated deadline suggestion system


Thank you very much for your attention

Should you have any queries, please do not hesitate to contact me.


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BACKUP: HVB Language Portal in detailHome


Registration


Order overview


Order properties


Additional properties


Reference documents


Contact details


Languages


Releasing order


Translation download – Step 1


hvb language portal as group-wide translation platform localization world 09 june 2009

Documents

com4ls slide

hvb group

corporate group

hvb language portal

employees of hvb

corporate banking

inhouse customers

retail banking customers