Abbey has used enterprise content management software
from Open Text to move manuals containing 100,000 pages of
financial information online to enable easier access to customer
data.
The bank’s 25,000 employees now have instant access to Abbey’s
"Bookstore" via the company intranet.
The Bookstore is a database of product policies and procedures
that are critical to the day-to-day running of the company, and
also to ensuring regulatory compliance.
Corporate governance codes specify that Abbey cannot sell
financial products, such as mortgages, unless the very latest
information about the products is made available to the
customer.
The migration of the Bookstore's complex paper documents was
achieved in three months and also included consolidating eight
disparate departmental intranets into one centralised system.
The system uses Open Text's LiveLink Web content management
server to simplify content management and enable in-house content
authoring.
The fully automated solution includes an audit trail facility
that allows Abbey staff to access product specifications from up to
five years ago. Staff can now check and verify the exact details of
a policy or mortgage on the date it was purchased.
Peter Greenfield, online channels manager at Abbey, said, "The
key strength of the Open Text content management tool is that it
allows staff to manage policy and procedures by recording the
lifecycle of every piece of information that is raised on an easy
to use and intuitive system."
Banco Santander acquired Abbey last year.
