Italian bank IntesaBci has standardised on Siebel Systems e-business applications within its retail banking division, in a bid to improve customer service.
IntesaBci Italia Sim, the group's retail finance distribution division, is using a range of Siebel eFinance modules to introduce a single, multi-channel customer information management system for sales, marketing and service staff.
Formed from the merger of three Italian banks, IntesaBci Italia Sim has approximately 2000 financial advisors offering banking, financial, pensions, and insurance products and services on behalf of more than 240,000 customers.
The bank is installing the call centre, sales, marketing and anlytics modules of the eFinance application suite. It is envisaged that advisors will be able to maintain a real-time picture of individual customer activity across multiple financial and insurance products, regardless of whether the customer chooses to communicate with IntesaBci through the Internet, the branch, the call centre, post, or fax, says the company. The bank intends to use the data to efficiently cross-sell and up-sell additional products and services across the multiple channels.
Boccolini, managing director, IntesaBci Italia Sim, says: "We are designing a highly innovative, multi-channel, integrated bank, which delivers consistent, high-quality customer service."