DGZ-DekaBank, the central investment services organisation of German savings banks, has chosen technology from Siebel Systems to improve customer service and cross-selling opportunities within its funds business.
Deka investment funds are marketed to customers exclusively through the 537 savings banks and 12 state banks throughout Germany. In addition, customers can purchase, sell and trade off fund products through the online service, www.deka.de.
Using Siebel's call centre, analytics and marketing modules, DGZ-DekaBank has created a single view of the customer across multiple channels, including the Internet, e-mail, telephone, mail, and fax. Siebel Call Centre, together with its computer telephony integration (CTI) and interactive voice response (IVR) technology, routes all inbound inquiries to the most appropriate agent, and generates all relevant customer information ready for the agent.
Siebel's Analytics data warehousing solution and Siebel Marketing are also being used by DGZ-DekaBank to design, develop and execute multichannel marketing campaigns.
Matthias Fritz, program manager, DGZ-DekaBank, comments: "We have excellent visibility of all service requests and escalations, and our processes are more efficient. Siebel eBusiness Applications are a key step to improved customer satisfaction."