Yorkshire Building Society has invested a six-figure sum in a customer relationship management (CRM) solution from database vendor Oracle.
The software is expected to aid customer retention and service as well as offering greater support for call centre employees. It comprises distinct modules from Oracle's E-Business Suite, including Marketingonline, Marketing Intelligence, Telesales, Teleservice, Advanced Inbound and Outbound Call Centre, Call Centre Intelligence, Performance Analyser and the Data-Mining Suite. It will be implemented in phases as part of a long term CRM strategy by the society.
"We chose Oracle CRM because we wanted a straight-forward system that would benefit both customers and staff," says John Stansfield, head of call centre and CRM, Yorkshire Building Society. "The solution is fully integrated which will not only give us a better view of all our customer channels and information, but faster return on investment, fewer possible implementation mistakes and the system will be easier to maintain than a best of breed system which requires costly integration with every upgrade."
He says the Society already operates a single information repository for real-time updating and storage of customer data. "Oracle CRM will add considerably to this functionality and deliver us real competitive advantage," he adds.
Yorkshire Building Society is an existing customer of Oracle and has had a call centre solution, running in its two call centres in Bradford, for four years.