Barclaycard replaces mainframe CRM system

Barclaycard has begun a major project to replace its mainframe-based customer relationship management (CRM) systems.

The credit card supplier says its biggest challenge - managing the shift from work patterns dictated by batch-processing software to a real-time 24x7 operation - is cultural, not technological.

Barclaycard's customers want products tailored to their needs, explained technology director Jennifer Allerton. Its existing mainframe application, Triumph, makes tailoring products difficult, and constrains the business to "nine to five" working.

"It's a huge cultural change and a different way of doing business. The migration of technology and moving to a workflow-based system is a big change," she said.

The project will take several years. The first priority is a system for processing credit card applications, working with CRM software supplier Chordiant.

"The initial phase is about changing internal processes and speeding up applications. Subsequent phases will improve service levels to our customers," said Allerton.

She advises users starting CRM projects to plan carefully, because the technology is still relatively immature.

"The days of modifying the software package are gone. It's about tailoring your work processes to take advantage of the functionality. It is important to educate staff and communicate to them properly," she said.

Also published in Computing