Nationwide installs CRM system
A new CRM system, AIT's Portrait, is to play a key role in Nationwide Building Society's drive to get closer to its members.
UK-based Nationwide Building Society has launched a CRM system which is intended to play a key role in its drive to enhance its relationship with its members and to ensure a seamless service across multiple delivery channels. The company believes that in an increasingly competitive financial services market, providing consistent and integrated service across multiple channels - and treating members as individuals rather than account numbers - is vital.
Nationwide has chosen AIT's Portrait - the first installation of Portrait in a financial services organisation. A thin-client, scalable solution, it is designed to support all existing and evolving channels including the contact centre, internet, wireless, branch and iTV. It was first tested to ensure that it can link to all Nationwide's existing systems. It will be implemented across all branches and customer contact centres, giving customer advisers a single view of customer accounts, recent events and contacts, and intelligent sales prompts.
Portrait was launched in February 2001.