Liberty Bank, a Middletown, Conn.-based financial institution with 33 branches, has extended its relationship with S1 to include the Zeus teller, sales and service, call center, and CRM delivery solutions. The system is expected to be operational early next year. Liberty Bank also recently deployed S1's Internet personal banking and small business banking solutions product.
The Zeus solutions will enable Liberty to extend branch and call center operations beyond managing transactions to serving as one-to-one marketing channels. The solutions also provide the capabilities it needs to deliver services that create the highest level of customer satisfaction.
S1 Zeus Teller will provide core services necessary for the teller environment such as information sharing, providing cumulative totals, transaction security and balancing.
S1 Zeus Sales and Service will provide Liberty Bank with new sales tools and expedite the selling of new products as well as an enhanced ability to service existing accounts.
The third product, S1 Zeus Call Center, will improve reporting and management for the call center as well as integrate such call center technologies as interactive voice response, computer telephony integration and automatic call distributor systems.
Rounding out the package is S1 Zeus CRM, a customer-centric solution that permits real-time access to customer contact information and enables specific products to be targeted to each customer. The Zeus CRM application will help Liberty manage its 170,000 customers better throughout all channels, as well as improve target marketing.
"The S1 Zeus delivery applications create a centralized approach for reporting and analyzing account data," said Ron Catrone, executive vice president and chief technology officer at $1.9 billion Liberty Bank.
Last year, Liberty Bank concluded that it had to migrate from a DOS-based to a Windows-based system. "S1 could provide us with a common platform between all their applications," said Bob Hoppenstedt, vice president, personal banking at Liberty. "At the end if the day, we will be able to look at reports and truly know what the bank's relationship with each customer is."
CRM allows Liberty Bank to make intelligent decisions about each customer, and steer a customer to one channel and reward the customer for using that channel. Pop-up scripts will instruct customer service reps in the call center as well as tellers on which products to offer each customer.
"By knowing what the customer's lifestyle is like, we can sell a customer a debit card, encourage automatic deposits or automated payments," Hoppenstedt said.
Liberty Bank is conducting a workflow analysis to determine what products need customization. S1 will then customize applications throughout the summer. In the fall, the customized products will be tested in a pilot program, and employee training will begin. At that time, new desktop hardware will be installed. Three new Compaq ProLiant/ with dual-Xeon processor servers will be purchased for back office storage.