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.