UK bank Bristol & West is implementing Fineos' enterprise customer relationship management (CRM) and business process automation system across its customer contact channels.
Fineos says Bristol & West is deploying the recently released thin-client version of its front office product across all distribution channels, including branch network, contact centre, mobile sales force, and the Internet.
The system, which is due to go live in May 2004, includes an integrated workflow engine which will automate business processes and route sales and service tasks.
Customer service staff will also have a repository for customer contact history and an additional campaign management functionality will enable users to identify cross-selling opportunities.
David Williams, head of marketing, Bristol & West, says: "We have made a significant investment in the Fineos system to help us gain a better understanding of how customers buy our services. This will enable us to drive sales force efficiency through relevant and timely contact and deliver the overall customer experience."