TouchPoint will improve Comerica's ability to manage relationships, originate accounts, and track and close sales effectively and efficiently. By providing a customer-centric view and processes, Fidelity's TouchPoint enables Comerica to capitalize on cross-sell opportunities, improve customer service and increase revenue.
Comerica will deploy TouchPoint's Sales, Service and Account Opening modules across multiple lines of business including retail branches and call centers; treasury management sales, operations and customer service; wealth and institutional management, small business, and mortgage. In addition, Comerica plans to implement TouchPoint's Account Analysis module within its commercial division to enhance commercial banking activities including management reporting, relationship modeling and managing customer, officer, organization, and product non-credit revenues.
"Comerica has reached a milestone in our strategy to deliver a customer-centric solution that will take sales, sales management and customer care to the next level," said John Beran, Comerica's executive vice president and chief information officer. "For the first time, multiple business units will have access to a comprehensive view of customer interaction and transaction information across the enterprise. By streamlining all sales and service activities within one system, we can truly keep the customer at the forefront of all interactions."
This deployment augments the contract Comerica signed in 2002 for Fidelity's TouchPoint Referral System, which manages the bank's referral process and enables representatives to originate and track referrals for all products and across all lines of business.
"Comerica has a great strategy for creating a powerful sales culture that better serves its customers," said Roger Leitner, president of Fidelity Information Services' Enterprise Banking Systems division. "Fidelity shares that vision and will work as a partner with Comerica to ensure its sales and service tools are top-of-the-line."
Comerica Incorporated is a financial services company headquartered in Detroit, strategically aligned by the Business Bank, Small Business & Personal Financial Services, and Wealth & Institutional Management. Through its more than 500 customer-service locations, including branch, lending and investment offices, Comerica focuses on relationships and helping businesses and people be successful. Comerica reported total assets of $53 billion at September 30, 2004.