Groupe CIC-Credit Mutuel's subsidiary, Banque Transatlantique, has standardised on Siebel Systems e-business applications in an effort to enhance customer service and satisfaction.
Until recently, the French bank was finding it increasingly difficult to service its fast-growing customer base effectively, because each customer was assigned his or her own representative and customer information was not shared across the entire organisation.
Banque Transatlantique will now use the software to create a single, comprehensive view of its global clients. Customers will be able to access their records and portfolio, check balances and transfer funds via the Web, using Siebel eService. Through Siebel Call Center, deployed in just four months, the company's representatives are transformed into customer relationship managers, handling customer interactions across a broad range of communications channels, such as the telephone, fax and email, says the bank.
Pierre Vallet, director of private banking, Banque Transatlantique, says the Siebel applications allows customers to receive prompt, expert service from the bank's representatives, enabling the bank to devote more time to their needs and ensure first class satisfaction.
He believes: "This enhanced satisfaction and loyalty, coupled with the rapid, four month integration with our bespoke back office applications, will result in a full return on our Siebel Systems' investment within one year."