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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