The UK's Nottingham Building Society is using technology from Unisys to upgrade its branch customer service system.
Unisys says the Web-based infrastructure, which supports 120 users across 33 branches, allows customer dialogue to be recorded and tracked whilst tellers update the back-office database in real-time to provide up-to-date cash positions.
The customer service system comprises of a browser-based transaction management product and a relationship manager application which provides a single view of the customer.
The system also features an opportunity assessor - a rules engine developed by Unisys that allows the Society to define rules that are applied to transactions. In addition, a central customer data repository provides staff with a consistent view of customer information across all channels.
Ian Rowling, deputy managing director, Nottingham Building Society, says the Society chose to develop its customer service system rather than install an all-encompassing CRM system.
"Positive feedback from our customers and users has already proven we have chosen the right balance between a transaction and relationship IT system," says Rowling.