Investor Presentaiton
Postbank service remediation
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One of the largest IT migration projects in the European banking sector; setting the
foundation for a more digital bank offering at Postbank
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50 billion records of 12 million Postbank customers were successfully migrated
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Scale of client enquiries post the IT migration combined with market developments
grew into an operational backlog
Increased employee capacity and implemented automated processes to
successfully reduce operational backlogs and to support future efficiencies
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Reduced operational backlog of customer inquiries by about two thirds compared
to peak-level in August
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22 out of several hundred Postbank customer processes affected by backlogs; expect
70% of these to run against service level commitments again by end of October;
remainder to be completed in the rest of Q4
Garnishment cancellations already back on schedule (average two working days);
mortgage disbursement expected back on schedule by end of October (maximum
average five working days)
Notes: ME-month-end; MTD - month-to-date
Deutsche Bank
Investor Relations
Q3 2023 results
October 25, 2023
Number of processes with operational backlogs
22
22
12
6
August ME
October MTD
October ME
Plan
Average call center waiting time
Monthly average
9 min
5 min
<4 min
August
September
October MTD
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