>   Customer:

·      Leading investment funds organization

·      Industry: financial services

>   Objectives and challenges:

·      Increasing competition on the investment funds market

·      High cost of development and maintenance of dispersed CRM systems

·      High cost of manual and ineffective paper consuming processes reduce ability to maintain service standards and analyze KPI’s

>   Solution:

·      Implementation of comprehensive, “mission critical” IT system to process customer transactions, manage service requests and disputes including paperless electronic document workflow. Additionally the system provides information access for sales agents.

·      Technologies used: Siebel Financial Services, Siebel Contact Management, Siebel Financial Accounts, Siebel Financial Service Requests, Siebel CTI, broad integration with transaction systems, fax, email and call center channels as well as fraud prevention monitoring system.

·      Areas covered: Case Management, Contact Management, Order Management, Service, Contact Center, CTI, Transaction Management

>   Benefits:

·      Operational improvements and cost decreases in customer service through business process automation. The duration of many processes was shortened by 70% and more.

·      Understanding of “Customer Value” (incl. cost and profit) allowing for business process adjustments

·      Employee effectiveness and satisfaction increases; shorter training cycles.

·      Service quality improvements through standardization and control

·      Simplification of IT architecture by replacing 6 systems with 1, all resulting in decrease of maintenance and development costs

·      Decrease in operations risk