Faced with a need to tie together its online, telephone, direct mail, and branch operations, GMAC (General MotorsAcceptance Corp.) Bank, has turned to e-PROFILE, an outsourcing subsidiary of Sanchez Computer Associates, Malvern, Pa., as its "vertical services provider."
Scheduled to open by year-end, GMAC Bank chose e-PROFILE for its ability to integrate all of its services, giving consumers convenience, security, and a sense of confidence.
"We want to provide a high level of convenience and service, and also to personalize our services," said Jeff Johnson, president of GMAC Bank, a subsidiary of GMAC Residential Holding Corp. "The core processing is not terribly important. What is important is that it be seamless. Customers should move across from the call center to the Internet and at each point experience a high level of personalization."
GMAC Bank will have one physical branch, in Wilmington, Del. The bulk of its business will be conducted via call centers, the Internet, and direct mail. Its customer base will initially be current GMAC customers, employees, and their families. It will offer a full range of deposit products plus first and second mortgage loans through its subsidiary, GMAC Mortgage Corporation.
e-PROFILE has helped in choosing and joining together the pieces of GMAC Bank's IT architecture, including back-end core processors, call centers, an ATM network, a Web hosting company, and a bill-paying service. "As we worked through the vendor selection process, they were very active," said Johnson.
After GMAC Bank opens, e-PROFILE will continue in the role of general contractor, helping tie together many different technologies and vendors. "All those pieces and parts need to be created, designed, and integrated," said Johnson. "e-PROFILE will provide integration tools and will be running this according to a service bureau model."