Swedish banking group SEB has deployed customer relationship management (CRM) technology from Point Information Systems across its Frankfurt-based IT helpdesk operation.
Under the agreement, the bank's outsourced IT services operation, SEB IT Software, will use the vendor's e-point CRM solution to help manage all inbound calls at SEB's contact centre.
Up to 1000 SEB internal users across multiple departments will now have full access to the e-point CRM solution. Point has also customised the SEB solution to combine e-point with Interactive Intelligence's CTI solution as well as integrating information from Microsoft Word, Outlook and Crystal Reports.
Gerhard Ehinger, responsible for customer care at SEB IT Software, says: "Point has worked closely with SEB to match our specific requirements, and has demonstrated strong implementation capabilities as well as highly effective project management."