Abbey puts IT into customer service
- The bank saved £400,000 in direct marketing costs after improving the data quality of its customer information system. It measured the savings when evaluating a data integrity project implemented during 2001. Abbey National used Innovative Systems' Data Linking Solution to measure and reduce duplication in its customer database
- Internet banking arm Cahoot launched a groundbreaking Web card to offer secure online transactions for debit card customers as well as credit card holders. The Cahoot Webcard generates a unique disposable number for each transaction to minimise the risk of card fraud
- Abbey based its IT infrastructure on the its IBM Websphere platform to support interactive TV and mobile offerings. It worked with digital TV providers to drive up awareness of interactive TV and is actively looking at SMS and third-generation mobile projects
- It installed a portal that delivers personalised information to thousands of staff in an effort to fast-track systems for monthly reporting. The system, called Info-portal, pushes monthly sales results to staff across the bank's branches. Employees do not require any formal training in the system as it integrates with the Abbey's existing reporting setup
- The bank halved its response time to customer e-mails from its banking site by installing e-mail routing software. It used Brightware's Contact Center product to intercept customers' e-mail queries from its retail banking site and re-route them to the relevant customer adviser.