Email Management at European Financial Institutions: Leveraging Incoming Email

September 2, 2003


Paris, France September 2, 2003

Email Management in European Financial Services: Leveraging Incoming 

The number of incoming emails at European banks grew more than 200% between 2000 and 2002. Celent predicts that European banks will receive over 12 million incoming emails from clients and prospects by 2005.

The tremendous growth in volume and popularity of incoming email has created new challenges and heightened needs for tools that will create greater efficiency and productivity. In a new report, "Email Management in European Financial Services," Celent analyzes the current state of the email management in the European banking industry.

Top 5 European Banks According to Their Capacity to Manage Incoming Emails 
Rank Name Country
1 Dresdner Bank Germany
2 Fortis Belgium
3 Barclays U.K.
4 ABN Amro Netherlands
- Société Générale France

European banks have a complex approach to dealing with incoming emails. Currently they are promoting the Internet channel for marketing and sales, and creating HTML forms for clients who wish to receive information about financial products and services. European banks continue to remain fearful that the convenience of email could cause the number of client interactions to escalate dramatically, jeopardizing the efficiency of the organization.

"Banks are reluctant to accept unstructured e-mail for two main reasons: efficiency and security. But we estimate that the convergence of two technologies, Web mail and e-mail management software, will resolve those issues," comments Axel Pierron, Celent analyst and author of the report. "European banks understand that implementing Web mail will overcome the security issue; in fact, we’ve see a 57% increase in banks providing Web mail since last year."

The report details and evaluates the different technologies available to face the challenges implied by the massive adoption of email by banking clients. It also provides a ranking of the leading European banks by their ability to manage incoming emails.

The 28-page report contains 13 figures and 2 tables.

A is available online.

of Celent Communications' Retail Banking research service can download the report electronically by clicking on the icon to the left.  Non-members should contact for more information.

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned operating unit of Marsh & McLennan Companies [NYSE: MMC].

Media Contacts

North America
Michele Pace
Tel: +1 212 345 1366

Europe (London)
Chris Williams
Tel: +44 (0)782 448 3336

Asia (Tokyo)
Yumi Nagaoka
Tel.: +81 3 3500 3023

Table of Contents


  Paris, France September 2, 2003

Email Management in  European Financial Services

Return to report Abstract


  Volume of Incoming Email 5
  Email Interaction in its Infancy 7
  Origination of Incoming Emails 9
  Tremendously Improved Response Times 12
  Various Approaches to Incoming Email 14
  Architectures Developed to Process Incoming Emails in Financial Institutions 16
  Security Issues 20
  Benefits Expected From Email Management Solutions 24

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