Alliance & Leicester business arm speeds up service

Commercial Bank goes electronic with customer records

Alliance & Leicester Commercial Bank is automating its case handling processes giving employees instant access to customer records.

Using a new content and business process management platform, designed and implemented in conjunction with Accenture, the bank will replace its microfilm library which accumulates by 600,000 items a day.

Benefits of the new system include faster case handling, greater productivity, further improved customer service and better process visibility.

The new platform provided by FileNet provides Alliance & Leicester with an electronic repository of scanned images of cheques, forms and customer correspondence.

These images support speedier and more effective query handling by offering a complete knowledge of the customer including past correspondence and any outstanding requests.

‘The new system enables us to become even more customer focused with the ability to more often answer a customer’s query while they are on the phone with all the information at our fingertips,’ said Julie Hughes, business programme manager, at Alliance & Leicester Commercial Bank.

‘This offers both a customer service improvement and a reduced cost of processing from not having to hand off or follow up a query,’ said Hughes.

The new platform improves case visibility as customer service advisers can instantly see a case status. They also have a clearer view of their own workloads, with an understanding of which cases are currently awaiting their action, allowing them to prioritise and plan their time.

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