https://www.mdu.se/

Date: 2020-06-08

Level: 15 ECTS

Institution: School of Business, Society & Engineering, Mälardalens University

Authors: Olivia Karlsson, Noras Shante, Fardosa Farah

Tutor: Silvia Bruzzone

Keywords: Digitalization, Swedish Banks, CRM, ERP, Organizational Practices, Workflow

Research question: How does digitalization reconfigure work practices in the bankingsector? A study on Enterprise Resource Planning (ERP) and Customer RelationshipManagement (CRM)

Purpose: As digitalization is complex in the bank, infrastructure needs to change in order toaccommodate new work practices. Different changes are associated with work practicereconfiguration and infrastructure, additional changes can be associated with the interactionof these infrastructure with the employees. As digitalization is an ongoing process in today’ssociety and banks, the need for understanding how banks work internally with it and view theimpacts of digital tools on their work practices is interesting to look at.

Method: In this study, a qualitative approach has been applied to gather information wheresemi-structured interviews have been conducted with respondents from different banks inSweden to get deeper insights on the subject and to answer the research question.

Conclusion: From the data collected, it is evident that digital transformation in the bankrequires the complete breakdown of old ideas and replacement with new practices. Acommon threat for the bank sector was that old structures and business systems needed to bereplaced with more modern tools to follow digital development and gain competitiveadvantage. It was interesting to see that work routines in the banks are the primary means oforganizations accomplishing their goals which means that changing these practices with helpof CRM and ERP is an essential part of the organizational transformation. Organizationalstrategies aligned with digitalization facilitated good work practices as processes becamemore efficient, reduced the cost of operation, and contributed to customer satisfaction