First National selects Fineos for customer relationship management

First National selects Fineos for customer relationship management

First National bank has chosen IT services company, Keane Ltd, to implement a new customer relationship management solution from Fineos across its consumer finance division.

The solution will initially be used by sales agents within the division’s Harrow call centre to capture and access customer information. It will also help speed up service levels and increase efficiency by automating back office processes and introducing a workflow engine to intelligently route sales and service tasks, says the company.

Under the agreement, Keane will be responsible for configuring the software and integrating it with First National’s back office systems, customer modelling and telephony infrastructure.

Commenting on the implementation process, Pravina Ladva, project manager at First National, says: “Keane’s research and development approach means that the total solution is broken down into individual elements with Keane delivering each part sequentially within set time periods. Each element is tested with our business users, before moving onto the next, so that we are confident it really works and we can see the whole project progressing."

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