The Stockholm Bourse has implemented new customer relationship management (CRM) technology from Talisma across its operations.
Talisma's Contact Centre Suite tracks and documents all conversations and transactions to provide employees with a 360-degree view of each customer's history from any media.
The exchange says it deployed Talisma's CRM solution to support multiple customer contacts with banks, fund commissions and their listed companies, as previous tracking and responding to communications over a variety of touch points was proving difficult to manage.
In addition, the Stockholm Bourse wanted a solution which would enable it to analyse and produce reports detailing customer behaviour in order to maintain an efficient customer influence.
Annelie Hellstrvm, contact centre manager on the Stockholm exchange says: "We chose Talisma to increase our customer service level and to facilitate the integration of our contact centres world-wide, whilst producing reports to provide feedback to the rest of the organisation."
Project implementation was carried out by Talisma's Northern European partner, Cybernetics.