ABN Amro has licensed Data Distilleries' global analytical CRM solution to enhance the performance of its multi-channel distribution strategy.
The bank will introduce the analytical CRM software into its consumer and commercial clients segments for its call centres, direct mail, Internet and bank branches so that it can offer a consistent service - no matter what channel is used or when the customer makes contact.
The DD Series analytical CRM product gives the bank greater insight into consumer behaviour, generating information in the form of customer profiles from large amounts of data. These real-time recommendations can then be used to generate personalised banners on the customer's screen. Call centre agents can see pop-up screens indicating that the customer might be interested in a specific product. Reactions to a banner or a verbal offer can be registered and used to further refine the profile.
Rob Baldock, Data Distilleries CEO, says: "ABN AMRO has millions of contacts every year in the Netherlands alone...It's an enormous challenge to translate customer information into applicable customer profiles. Not only does Data Distilleries provide the technology to extract information from large amounts of data, it will also help them apply it directly in real-time environments like the Internet and at their call centre."