Phoenix wins Lloyds TSB CRM contract

Phoenix wins Lloyds TSB CRM contract

Dublin-based Phoenix Technology Group has won a contract with Lloyds TSB to implement a complete customer contact solution based on the existing CRM framework within the UK bank's wholesale banking operations.

Following the acquisition of several large financial insitutions, including the TSB bank and Scottish Widows, in recent years, the bank felt it necessary to define a common set of customer contact requirements for such a disparate set of functions within the group's wholesale banking operation.

Phoenix will manage all customer contact, whether the chosen media format be phone, fax, letter, email or web e-form, and integrate all contact into the organisation's service processes.

Phoenix completed a customer service project with Lloyds TSB subsidiary Scottish Widows earlier this year.

John Feighan, Phoenix managing director, comments: "It is understandable that we have been chosen to extend our services to other areas within Lloyds TSB, because in today's climate a CRM solution must be looked at from a company-wide perspective."

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