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).
With the FINEOS CRM solution in place, 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 society to identify customer needs and promote
appropriate solutions. Incorporating an integrated workflow engine, the
FINEOS solution will also reduce administration costs by automating business
processes and intelligently routing sales and service tasks.
Commenting on the announcement, Tom Doherty, Head of Information Systems,
EBS Building Society, said, "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."
Michael Kelly, CEO, FINEOS, said: "This is another important breakthrough
for FINEOS and further consolidates our position in this area within
financial services. 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. Given the benefits
delivered to our international banking and building society customers, we
are confident that FINEOS Front Office will deliver a powerful range of
benefits and competitive advantage for EBS."
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, an ability to integrate tightly with back-end
systems, and a strong track record for rapid deployments were some of the
key criteria that distinguished FINEOS from the competition.