Increased service offerings through detailed customer profiling prompted JSE-listed private financial institution, Regal Treasury Private Bank (Regal Bank), to acquire the Quintus eContact Suite from eContact Solutions, with the first implementation stage set due for completion in November.
Regal Bank`s market lies in high level individual professionals who expect a personal service not provided by mass market banks, says Neil Saffer, chief information officer at Regal Bank.
"Although clients have a detailed record in each of their active financial sectors, till now Regal Bank has not possessed an overall snapshot of any individual client`s exposure throughout the business," Saffer says.
Having a 360-degree profile of their clients will enhance Regal`s famed one-to-one service, and Quintus will allow the bank to harvest client information at every interaction point, says Rob Salvado, director of eContact Solutions.
"This data, which is integrated with all relevant supplementary information such as email addresses, locations and personal financial interests will ensure that this collective knowledge can be used in all future dealings or promotions," says Salvado.
Quintus will drive Regal Bank towards true CRM, and all staff who interact with clients at any level will be able to make input into the company`s overall customer knowledge," he adds.
Regal Bank decided on Quintus after an independent survey, conducted by CRM analysts and facilitators, Ilab, drew up a shortlist of three products after completing a needs analysis on the bank`s operations.
"Quintus best suited our particular needs because of its scalability, its web integration possibilities, its world wide use by other financial organisations, and its price competitiveness," continues Saffer. "eContact Solutions` vendor management and track record in the industry also gave us faith in the offer of a successful implementation," he concludes.
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