Fineos Corporation, an Irish provider of banking and insurance software, has announced that EBS Building Society is to implement its enterprise CRM and business process automation product solution, Fineos Front Office.
The deal provides EBS, Ireland’s largest building society, with a multi-channel enterprise version of Fineos Front Office. Due to go live by the end of May 2003, the solution is to be implemented across the EBS branch network and in its call centre which is divided into two operations the outbound telemarketing arm, EBS Direct; and the service arm, known as CSC (Customer Service Centre).
“The Fineos CRM solution will be a key driver in helping us become more customer centric in our thinking and processes and it will play an important part in every step we take towards our goal of enriching customer relationships – to the mutual benefit of both the customer and EBS,” commented Tom Doherty, head of information systems at EBS Building Society .
With the Fineos Front Office, EBS service personnel will have a repository for contact history whereby each instance of customer interaction is recorded in a structured fashion, while additional campaign management functionality will enable the company to identify customer needs and promote appropriate solutions.
Incorporating an integrated workflow engine, the Fineos solution aims at reducing administration costs by automating business processes and routing sales and service tasks.
Michael Kelly, CEO at Fineos, highlighted what he sees as the consolidation of Fineos on the financial services sector: interestingly, EBS is our first building society customer in Ireland, which expands our local presence from several insurance customers into the banking and building society sector.
According to Tom Doherty, EBS chose Fineos after a competitive tender process that included two of the market’s leading international CRM vendors. A functionally rich product designed especially for the needs of retail financial services, with superior information access, the ability to integrate tightly with back-end systems, and strong track record for rapid deployments gave Fineos the edge over other solutions.
2003-01-23
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