Fineos to provide EBS with CRM solution

23 Jan 2003

Irish software solutions provider Fineos has struck a deal with the EBS to implement its enterprise customer relationship management (CRM) and business process automation product solution, Fineos Front Office.

The deal, which was agreed following a tender process, represents an expansion of Fineos’s relationship with Irish financial institutions, which currently accounts for about 10pc of its business.

It already provides solutions to insurance companies, Eagle Star, Canada Life Ireland and Friends First among others.

However, the EBS deal is its first foray into the banking and building society sector in Ireland.

Until now the company’s banking customers have been mostly in Britain and Europe.

Under the deal announced today, the EBS will have a multi-channel enterprise version of Fineos Front Office, which is to go live by the end of May this year.

It will be implemented across the building society’s 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 solution provides EBS personnel with a repository for contact history whereby every case of customer interaction is recorded.

Additional campaign management functionality will enable the society to identify customer needs and promote appropriate solutions, according to Fineos.

The company claims that by incorporating an integrated workflow engine the solution will reduce administration costs by automating business processes and routing sales and service tasks.

Speaking to spokesman for Fineos, Jason O’Connor said: “Over the last year we’ve seen a lot more activity in the Irish market but obviously in terms of size it’s still relatively small but we do see it as important. There is growth potential in new sectors opening up the whole time. Supermarkets for example are delving more into retail financial services.”

Michael Kelly, CEO of Fineos, said: “Interestingly, EBS is our first building society customer in Ireland that expands our local presence from several insurance customers into the banking and building society sector. Given the benefits delivered to our international banking and buildings society customers, we are confident Fineos Front Office will deliver a powerful range of benefits and competitive advantage for EBS.”

Tom Doherty, head of information systems at the company, said: “The Fineos CRM solution will be a key driver in helping us become more customer-centric in our thinking and processes.”

Among Fineos’s existing customers are Abbey National, Britannia, Legal & General, Skandia, Allianz and Zurich Financial Services.

By Suzanne Byrne