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Management Strategies

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Bristol & West Finishes FINEOS Implementation

CRM solution supports bank's cross-selling strategy.

Bristol & West Financial Services (BWFS; Bristol, Ireland) began implementing FINEOS' (Dublin) customer relationship management (CRM) and business process automation product, FINEOS Banking Front Office. Bristol & West, part of Bank of Ireland's UK financial services division, is deploying the recently released thin-client version 4.0 of the FINEOS solution as part of a project to manage and support all channels of customer sales.

"A key element of the BWFS strategy is to increase cross-sales of investment- and mortgage-related products," says Keith Bustin, head of information services, BWFS. "We chose Fineos because they demonstrated an excellent understanding of our business and because Front Office 4 ... is competitively priced and a close fit to our requirements," he adds.

The FINEOS solution will be implemented across all of the bank's distribution channels, including its branch network, contact center, mobile sales force and the Internet, according to Bustin. With the FINEOS Banking Front Office solution in place, Bristol & West service personnel will have integrated sales lead management, distribution and service follow-up for all inbound and outbound customer engagements, and the solution will increase the efficiency of the bank's CRM team, says Bustin. "When fully implemented, our financial advisors will have an operational single view of customers that will enable them to better understand our customers and their needs."

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