Washington-based Riggs Bank has licensed Onyx Enterprise CRM software for use across its retail branches, call centre, commercial banking group and private banking group, and intends to deploy the application to approximately 1000 users.
Mark Hendrix, senior vice president and chief marketing officer at Riggs Bank says the implementation will deliver a single view of an entire customer relationship across all of the divisions of the bank.
"Onyx was the right choice for us because of its deep expertise in banking and its Web services-based platform, which can ease integration to our core systems," he says.
Onyx teamed with consultancy firm Crowe Chizek to put together the overall technology solution - comprising front- and back-office systems and best practices around a customer-centric business approach.
When fully implemented, Riggs Bank employees will use Onyx Enterprise CRM to access customer information across all bank departments and product lines, including savings and current accounts, investments, insurance and loan products. The application will log customers by demographics, preferences, complementary relationships, priority rankings, high probability cross-sell opportunities, and overall profile information.
Riggs Bank says it will also integrate Onyx with its Avaya solutions as part of its computer telephone integration strategy, with the goal of enhancing the effectiveness of its contact centre agents.