New Portal Helps Frost Bank Enhance Online Services

Frost Bank, the largest independent bank in Texas, has deployed e-commerce software from C-bridge, a Boston-based software company, to deliver enhanced online banking offerings to its personal and business banking customers.

The new tools will allow Frost to continue its 133-year-old tradition of maintaining strong customer relationships by offering superior customer service and competitive products.

The C-bridge solution allows Frost Bank customers to perform many banking tasks online. Frost Bank's online operations are made possible by using cutting-edge technology that allows the bank to develop and maintain customer relationships.

Frost is among several financial institutions that have chosen C-bridge, which specializes in platform-based Enterprise Commerce Management (ECM) solutions. C-bridge's other financial services customers include College Foundation, Central Carolina Bank, Thomson Financial, GMAC, and The Economical Insurance Group.

ECM is a model for corporations seeking to build next-generation business systems. ECM, a term coined by AMR Research, extends beyond enterprise resource planning (ERP) to a corporation's trading partners.

The model includes the entire value chain, from suppliers to channel partners to customers, and is enabled by business process applications, services, and the Internet to support commerce throughout the value chain.

Frost was impressed with C-bridge's success in deploying technology solutions for other financial services companies, according to Bobby Berman, group executive vice president at Frost Bank. "C-bridge understood that we wanted to offer our customers self-service banking while maintaining our commitment to strong customer relationships. We have seen a definite increase in our online banking enrollment since we introduced our revised Web site."

Frost's top priority was to build an Internet portal to enhance its online services, attract new customers and retain current ones. Among other features, the new portal allows users to transfer funds, view check images, and check account balances.

These free self-service features empower customers while reducing operational costs for Frost. Advanced personalization enriches the user experience and generates repeat visits, aiding in customer retention.

Personalization also allows Frost to propose the right products to its customers at opportune times. For example, if a customer is exploring a car loan online, then an ad for Frost's auto insurance products can be displayed.

Frost's new portal gives all business customers access to cash management tools that were previously only available to larger corporations, including wire transfers, account reconciliation and stop payment.

By offering comprehensive tools for small, medium and large businesses online, Frost has succeeded in expanding its customer base and provided its customers with more flexibility in managing their businesses.

C-bridge employs strategic business consulting, diagnostic services and vertical industry expertise-combined with an XML platform and tools-to deliver high return business solutions to enterprise customers.

"We worked successfully with Frost Bank's executives to identify, evaluate, and map the critical business processes and technologies Frost Bank needs in order to maintain customer relationships, expand markets, enhance efficiencies, and remain Texas' premier bank," according to Joe Bellini, chairman and CEO of C-bridge.