Lombard & Ulster Banking is to use GT-X, a customer relationship management system from Graham Technology to develop a single, unified view of its customer contacts across multiple banking channels.
The technology is currently being rolled out to Lombard & Ulster's sister company in Belfast following a successful implementation in the Dublin office. The project calls for integration with existing legacy systems and the migration of all customer data to a single database.
Dominic Lumsden, operations director at the bank, says that in its first year of operation in Dublin the system has enabled the bank to process a 25% increase in workload with no increase in staff numbers. He says the bank has "significantly changed" its approach to staffing and recruitment as a result of its experiences.
"As a company we are hitting all our key business goals - achieving a greater level of efficiency in terms of staff costs per transaction, a higher conversion rate of enquiries into actual business, a broader recruitment base and an enhanced focus on serving the customers," he states.