Abbey National has awarded Siebel Systems its largest retail banking e-business contract in the UK under a programme which will unite 15 million customer records for use by 11,000 sales staff.
Abbey National has chosen Siebel eFinance to provide customer-centric sales, marketing, and service functions under its recently launched One on One programme. The strategy is designed to treat customers as individuals by having one comprehensive view of them, in one system, across branch and call centre channels. This single view will include customer details, product holdings, contact history, and prompt messages, with the aim of improving cross-selling, and customer retention and satisfaction.
The deployment of Siebel eFinance within Abbey National will entail a major implementation running throughout 2002-2003. The initial roll-out will be in both branches and call centres. Further deployment phases will add new functions such as the ability for customers to book appointments anywhere in the business and e-channel capability.
Ambrose McGinn, e-commerce and strategic development director, Abbey National, says: "One on One is an exciting project that will definitely make our customers' lives easier. Customers' service expectations are continuously rising, and our investment in Siebel eFinance demonstrates our commitment to making sure we're more than meeting them."
He says Siebel's systems integration expertise was a key factor in the awarding of the contract, as the new CRM software will be expected to interface to multiple customer databases and legacy systems.