Italian banking group IntesaBci – which has $6.2 billion under management, most of it retail products sold through its 300 branches – has installed Siebel Systems technology to give its 2,000 financial advisers and their support staff a single view of each of the banks’ 240,000 retail customers across its banking, insurance, pensions and other savings product lines.
IntesaBci Italia Sim, the bank’s retail finance distribution division, is using Siebel eFinance Call Center, Siebel eFinance Sales, Siebel eFinance Marketing, and Siebel eFinance Analytics-to introduce a single, comprehensive, multi-channel customer information management system for sales, marketing, and service staff. They will be able to maintain a real-time, accurate picture of each customer’s activity across all products, irrespective of whether the customer approaches the bank via the Internet, a branch, a call centre, or even by post or fax. As with any CRM application, the idea is to cross-sell efficiently.
“We are designing a highly innovative, multi-channel, integrated bank, which delivers consistent, high-quality customer service,” says Giovanni Boccolini, Managing Director, IntesaBci Italia Sim. “Siebel Systems has a fundamental role to play in achieving this goal. By partnering with the global leader in eBusiness applications and building the business around Siebel eFinance, IntesaBci Italia Sim will be able to provide unrivalled customer service, satisfaction, and loyalty.”