1. HVB Language Portal as Group-wide translation platform Localization World 09 June 2009

2. 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

3. HypoVereinsbank UniCredit's competence centre in Germany 3 3  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? Sina Zimmermann, COM4LS

4. UniCredit Group A corporate group with strong roots in 22 European countries... 4 4 44 (*) 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. Customersover 40 million Branchesover 10,000  Employees approx. 180,000  Ranking*Top 10 in Europe Top 20 worldwide  Total assetsover € 1 trillion Sina Zimmermann, COM4LS

5. Agenda 5  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

6. HVB Language Service Sole 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

7. 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 Sina Zimmermann, COM4LS

8. Agenda 8  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

9. Initial situation 2008 – general conditions  Increase in translation volume 2005-2008: +140%  Significantly higher quality requirements 9 +922 orders Increase: 69% +313 orders Increase: 14% +513 orders Increase: 20% Sina Zimmermann, COM4LS

10. 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 analysis Identifying potential for improvement 10 Order to the translation mailbox Clarification of details with the customer Translation using CAT tool Creating project with CAT tool Returning file by e-mail Sina Zimmermann, COM4LS

11. Agenda 11  Brief portrait HypoVereinsbank & UniCredit Group  Language Service at HypoVereinsbank  Initial situation 2008  Defining objectives – Requirements catalogue  HVB Language Portal in detail  Experience & outlook Sina Zimmermann, COM4LS

12. 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 12 Sina Zimmermann, COM4LS Solution: central, standardised tool for processing orders with greater involvement of the customer

13. 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 13 Sina Zimmermann, COM4LS

14. 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 14 Sina Zimmermann, COM4LS

15. Agenda 15  Brief portrait HypoVereinsbank & UniCredit Group  Language Service at HypoVereinsbank  Initial situation 2008  Defining the target system – requirements catalogue  HVB Language Portal in detail  Experience & outlook Sina Zimmermann, COM4LS

16. Agenda 28  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

17. Experience Challenges Getting colleagues to accept the new process Time-consuming processing of mini-orders 29 Sina Zimmermann, COM4LS Results Significant reduction of order turn-around times Increase in customer satisfaction due to high user-friendliness of portal

18. 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 30 Sina Zimmermann, COM4LS

19. Thank you very much for your attention Should you have any queries, please do not hesitate to contact me. Sina Zimmermann, COM4LS 31

20. BACKUP: HVB Language Portal in detail Home 16 Sina Zimmermann, COM4LS

21. Registration 17 Sina Zimmermann, COM4LS

22. Order overview 18 Sina Zimmermann, COM4LS

23. Order properties 19 Sina Zimmermann, COM4LS

24. Additional properties 20 Sina Zimmermann, COM4LS

25. Reference documents 21 Sina Zimmermann, COM4LS

26. Contact details 22 Sina Zimmermann, COM4LS

27. Languages 23 Sina Zimmermann, COM4LS

28. Releasing order 24 Sina Zimmermann, COM4LS

29. Translation download – Step 1 25 Sina Zimmermann, COM4LS

30. Translation download – Step 2 26 Sina Zimmermann, COM4LS

31. Translation download – Step 3 27 Sina Zimmermann, COM4LS