Royal Bank of Scotland has chosen California-based Chordiant Software as its preferred platform for multi-channel customer relationship management (CRM).
Steve North, head of strategy and architecture at The Royal Bank of Scotland Group Technology, says Chordiant will form the standard for all new CRM developments within the bank. He adds that Chordiant was chosen because of its open software approach and hardware independence.
Chordiant recently acquired PrimeResponse, the developer of campaign management tools already in use at the bank. "By combining the Chordiant platform with the PrimeResponse campaign management application already in use, we can develop highly personalised customer profiles and make these immediately available across the enterprise," says North.
Chordiant's Intelligent Customer Interaction Management (ICIM) platform provides a real-time, single view of each customer and a consistent, personalised message for every interaction. It includes a comprehensive business process engine, which allows companies to implement best business practices across multiple touchpoints.