First National Bank of South Africa is implementing Carreker Corporation's EnAct software across the enterprise to enable sales and service staff to access and deliver consistent product information.
The bank partnered Carreker to develop a new version of EnAct and is rolling out version 4.1 of the application staff at its banking, insurance and investments divisions.
Carreker says the system will allow the bank to capture information from customer-initiated interactions and build more complete profiles of customers. Peet van der Walt, senior general manager, First National Bank, says EnAct also allows the bank to present products in ways that are easy for customers to access and for sales and service staff to articulate and deliver.
"Just as important as service quality is the ability of our people to anticipate customers' financial needs and communicate with their customers in ways that increases value for both parties," he adds.
The EnAct package consists of Web-based enterprise software, executive and central marketing consulting, skills training and front-line methodology. Carreker says three of South Africa's four largest banks are now using the system.