Knowledge Management: Lotus Collaboration Cuts a Path to ROI

Bank Technology News, December, 2002 by Charlotte Dunlap

Commerce bank is improving on its collaboration techniques to the tune of $20,000 a week in savings. Two years ago the $9.3 billion multi-bank holding company began creating workflow and knowledge management applications based on IBM Lotus Notes and IBM Lotus Domino.

Company officials say the 400 different applications, all used for internal purposes, save the bank $960,000 a year.

For example, one application, called Future Branch, pulls together the team responsible for building a new branch office and organizes tasks such as marketing, training, and logistics. Another application, called the Wow Answer Guide insures consistent customer service by providing employees with a database of hundreds of frequently asked questions and answers. "Over the last five years,...

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