The content management capabilities of the FileNET solution means that well over 30,000 documents can be rapidly scanned, indexed and retrieved per day through the FINEOS CRM system, providing service staff with a single point of real-time access to all customer and contact records. The integrated workflow technology delivered within the FINEOS enterprise solution will ensure that all scanned documents are associated with specific customer service tasks. These tasks are then automatically assigned and logically routed to the right people across various business units.
For Britannia, this solution reduces the burden of managing paper documents, maximises staff productivity and enables management to assess and allocate workloads more efficiently. For the society's members, it means quicker service response times, as call centre representatives can retrieve more information in real time. With its ability to configure and to easily isolate documents for re-scanning, the new system also significantly reduces the room for human error.
This new implementation is in line with Britannia's overall business strategy of having a single, integrated CRM, workflow and imaging tool deployed across the enterprise. This not only increases speed and greatly reduces operating costs, but also facilitates more effective and better-targeted sales, marketing and customer service.
Commenting on the project, Keith Walton, Business Manager, Britannia Building Society, said: "With this enhanced imaging and workflow solution now in place, Britannia has a front-end customer system which in my view is best of breed. It really is a tool that most business operations managers would long for and will add significant value for years to come in terms of its positive impact on how we operate."
Michael Kelly, CEO, FINEOS, said: "This implementation enables Britannia to build upon its existing FINEOS Enterprise CRM system and provides its sales, service and administration staff with an additional integrated real-time view of all customer correspondence. It allows the society to further build on its excellent service record with an even greater amount of information available to staff to help them satisfy their members' needs."
Adding to this, Stephan Van Herck, Regional Vice President Europe North, FileNET said: "Increasingly, companies are looking to support their CRM implementations with sophisticated content and workflow capabilities. The ease and speed with which our system has been integrated with Britannia's FINEOS CRM system illustrates just how well these two best-of-breed solutions complement each other."
Implemented over 16 months at Britannia's head office in Leek, Staffordshire, the system was rolled out over a single weekend to more than 300 users, without disruption to business operations.