South Africa's Standard Bank is reporting a marked increase in prospect conversion sales since the introduction of Siebel Systems e-business applications across its call centre operations.
Prior to the introduction of Siebel eFinance, the bank's retail banking services - including its current and savings accounts, loans, mortgages, and credit facilities - were managed and delivered through discrete silos.
Standard Bank has used Siebel's technology to unite customer information across multiple channels, including the Internet, telephone and face-to-face, to give call centre staff a single window onto the day-to-day transactions conducted by its four million retail bank customers.
The South African bank is reporting a 78% increase in prospect conversion rates since standardising on Siebel, as a result of responding more rapidly and effectively to sales opportunities.
Gus Warwick, director, direct banking, Standard Bank, says: "Based on the success of this deployment, we will soon be extending the use of Siebel e-business applications across other divisions of the bank."