Unisys has successfully implemented a new customer sales and service solution at the West Bromwich Building Society, providing over 320 users across 50 branches and mortgage bureaus with feature-rich customer information.
The system taps into a Siebel CRM system previously only available to call centre operatives to provide branch staff with clear information about each customer, including product holdings and full contact history. A 'customer dashboard' enables users to identify whether a customer is being targeted with a direct marketing campaign or has already been approached about a particular product, so sales efforts are not duplicated.
Gary Thomson, senior project manager, West Bromwich Building Society, says: "In the first three months, the Unisys system has increased our teller referrals by 15% and the quality of sales information has increased ten fold."
The system uses Unisys browser-based software Transaction Manager, which updates financial transactions to customers accounts in real time. The software can be integrated with a variety of back office systems, although in the case of the West Brom, it provides a front interface to Unisys own Mortgage and Savings System (UFSS).
Over 100 employees from the West Brom were involved in the design and testing of the system during the 12-month project. Following a two-week pilot, roll-out to all 46 branches and four mortgage bureaus began in July 2003 and was completed by November 2003.