Siebel and IBM showcase CRM teller package; Standard Chartered implements Finance

Siebel and IBM showcase CRM teller package; Standard Chartered implements Finance

Siebel Systems has partnered IBM to develop Siebel Branch Teller, billed as a next generation CRM banking system which allows firms to provide personalised customer services at branch level.

The product combines the CRM functionality of Siebel's eBusiness Applications with IBM's WebSphere software. Front-line staff are offered prompts for cross-selling products and are also able to identify referrals and route them to other service groups. The package includes traditional transaction processing and standard account and cash drawer management.

Jim Hughes, vice president and general manager, Siebel Finance, says: "Branches are a critical customer touchpoint, and tellers need tools that increase agility and enable them to deliver efficient and personalised service."

The vendor says the CRM component of the package - the Siebel customer relationship console - will be available separately for firms to add CRM features to existing systems or for use as a stand-alone component. The console presents a summary view of each customer along with targeted product and services and includes a referral capture tool for recording potential customer needs.

A prototype of Siebel Branch Teller was showcased at the vendor's European User Week conference held in France this week. The product is scheduled for general release in spring 2004.

Separately, Standard Chartered has rolled out Siebel's Finance package to 750 users across its consumer banking networks in Hong Kong and Singapore.

The system has created a single interface and central repository for all customer data generated in 90 branches and call centres across the countries.

Steven Parker, head, customer sales and service, consumer banking, Standard Chartered, says the product allows the bank to catalogue every contact with a customer.

"With this information, we can respond faster to customer inquiries and avoid unnecessarily duplicating costly sales calls. Also, paperwork automation has greatly reduced the amount of time we spend filling out forms, in some cases by up to 60 per cent," says Parker.

In addition, Standard Chartered's Singapore deployment of Siebel Call Center is near completion, and a full rollout the product in Hong Kong is planned over the next 18 months.

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