Alliance & Leicester has completed the first phase
of a document management system roll-out designed to speed up the
handling of customer queries by contact centre staff.
The organisation's commercial banking arm went live with the
Filenet P8 enterprise content and business process management
platform last month.
Alliance & Leicester said the system has already improved
its responsiveness to customer queries through better alignment of
telephony systems, paper-based operations and back-office functions
across the contact centre, which has about 50 telephone agents and
more than 100 staff in total.
The Filenet P8 platform, which incorporates an image management
system, has given staff improved visibility of all customer
correspondence. This has enabled frontline telephony agents to deal
with many queries from the bank's 180,000 SME and charity-sector
customers in a single call.
"All document images are scanned onto the system, and Snaplock
technology from NetApp means the images are immutable to meet
compliance obligations," said Anne-Marie Beaumount, senior manager
for Alliance & Leicester's commercial contact centre.
"The platform lets telephony staff access documents relating to
customer enquiries immediately, whereas before our systems were
labour-intensive, involving making requests for document images
stored on microfilm. Invariably this meant a customer ring-back was
necessary."
Beaumount said introducing the system was made easier by the
bank already having the necessary capacity to keep six years' worth
of data on its storage area network to meet regulatory
requirements.
The second phase of the project, which is due for completion by
the end of the year, will see all customer application forms and
change-of-data requests loaded onto the system, plus the conversion
of all back files.
Alliance & Leicester worked with Accenture to integrate the
P8 platform into the contact centre.
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