impressed judges at Graham Technologyâs International User Conference 2003.
AIB Direct Banking beat off competition from Scottish Power, Argos, Eircom and KPN Mobile to win the Return on Investment (ROI) awards at the ceremony in Barcelona. KPN Mobile was runner-up to AIB.
Gordon Thomson, Country Manager of Cisco chaired the judging panel. Other members of the judging panel included Ed Thompson, Head of CRM for Gartner and Iain Graham, CEO of Graham Technology plc.
"There has been a 60% improvement in contacts made compared to the previous levels." said AIBâs Jim Kidd, a mere month after the project went live. This was only the beginning of the return on investment for AIB.
Since selecting Graham Technologyâs GT-X solution for its contact centre, AIB Direct Banking has also seen a 40% improvement in sales conversion rates. The AIB/GT Project also came in under budget, and was delivered on time and now helps achieve a 23% growth rate in a difficult economic climate.
"It is not very often that you can get all that you want from a project especially as we were very demanding" Jim Kidd commented. 'I thought at the
beginning that if I got 80% of what I wanted, it would be very good.'
Jim Kidd added: 'We entered 2 campaigns for the 2002, Irish Direct Marketing
Awards, for telemarketing. The campaigns won gold and silver at the awards.
This proved that we had a high quality end product'
Before GT-X, AIB Direct Banking had run their sales campaigns manually and were limited in their ability to target customers. Greater value is now achieved by taking advantage of customer profiling. AIB has moved from selling products to concentrating on its customers and selling products and services that directly meet each customer's needs.
Fiona Graham, Managing Director of Graham Technology (Ireland) said, "I am
thrilled that AIB has won this award. AIB had a clear vision of what they wanted to achieve and there was commitment to the project from the highest level. The success of a project can only be measured on what it returns to the business. Graham Technology is delighted to be a part of AIBâs project success."
Graham Technology plc
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