Barclays Asset Finance has completed the first-phase implementation of a project designed to unify customer information across multiple databases using Chordiant's Intelligent Customer Interaction Management (ICIM) platform.
Barclays Asset Finance (BAssF) instigated the project to increase efficiencies and customer retention while improving sales processes.
Historically, BAssF has operated its business through several individual legacy systems, that required different departments to support each system - this resulted in customer information being stored across a number of disparate databases. Chordiant's ICIM platform delivers a complete picture of the customer across these disparate databases, and enables the standardisation of customer contact procedures.
Phase one of the BAssF solution is now complete - covering several service processes including the identification and verification of customers, handling routine inquiries, capital balance inquiries and customer maintenance. Phase two of the BAssF program, scheduled to be completed later in 2001, is expected to support the sales services from quoting and creating a deal through to packaging up agreements and storing all the information in one place.
The Chordiant unifying CRM solution has provided BAssF customer sales and service agents with a flexible desktop system that supports inbound and outbound calls, letters and faxes, and enables real-time access to all data held in backend systems. The system now provides a single view of each customer.
Paul Roberts, operations director at BAssF comments: "With fast response times and easily interpreted information, process times have been significantly reduced. An extreme example is that of a typical capital balance inquiry, reduced from five days to just a few minutes."