Union Financiere de France (UFF), is to standardise on Siebel eBusiness Applications in a bid to create a single, multichannel customer information management system.
Francois Lesieur, managing director of UFF, says the technology will be used to help sales, service and marketing professionals to better understand, anticipate and respond to customer needs.
UFF provides financial consultation services to more than 115,000 private and 15,000 corporate customers regarding selection and management of investments, life insurance, mutual funds and property. UFF investment advisors typically call on prospective and established customers in person to discuss complex and significant transactions. The Siebel system is to be deployed to enable UFF agents to capture these discussions or update records to maintain a complete history of service in one unified repository.
The repository, which will include a complete record of all customer interactions with the bank across all channels, will be accessible by 1100 UFF customer services representatives and used to deliver personalised financial planning advice. The information will also be used for planning and implementing targeted marketing campaigns.
Lesieur has great expectations for the system. "We expect UFF will achieve gains in productivity as well as customer retention," he says.