Santiago-based Banco de Chile is implementing CRM technology from US-based vendor Siebel Systems to create a single customer information management system.
The vendor says Banco de Chile's merger in 2002 with Banco de A Edwards had left the new entity with incompatible systems and unsustainable processes for dealing with the enlarged client base.
The bank will consolidate its retail and corporate banking systems onto a single platform, standardising call centre processes and integrating customer relationship information with transaction data for almost 200 branches across the country.
Arturo Tagle, SVP, planning and administration, Banco de Chile, says: "We decided we needed one single banking platform and we knew we had to change the way we dealt with customers. Introducing CRM was a key element in this huge change management program."
"As a result of introducing Siebel Call Center, Siebel Sales, and Siebel Marketing we expect to see an improvement in cross-selling and an increase in our customer base, as well as a better retention index," adds Tagle.