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The FST Awards 2011 Shortlist

Best use of CRM technology

This award will reward the most innovative and effective application of Customer Relationship Management technologies by a financial services provider, via either established or new delivery channels. Nominations may be for a single project – for instance, an implementation at a contact centre – or for an overall strategy. The winning entry will demonstrate how the strategic use of technology has enhanced customer service, brought their company cost benefits, improved internal processes, and helped further that organisation’s opportunities of future business success.

Ageas Insurance Solutions (AIS)

Ageas Insurance Solutions (AIS) is one of the UK’s leading personal lines insurance brokers. The company, which currently insures more than 1 million customers through its own brands and various affinity partnerships, has used technology to transform the way it engages with its customers. Against a challenging economic environment, the eStream Service Transformation Project has introduced significant process improvements that have delivered dramatic cost savings, increased customer retention and helped drive strong income growth.

Coventry Building Society

Interactive voice response has given the Coventry Building Society the flexibility to manage peaks in business demand, offer 24 x 7 banking and improve efficiency. The use of intelligent speech recognition has further enhanced Society’s enviable reputation for customer service by providing an intuitive and personalised response to its members.

Credit Suisse

The Client Dashboard is a cross-divisional web application that encapsulates CRM technology, performance metrics, client data, reports and analytics in a dynamic portal allowing users to monitor the effectiveness of their strategic business objectives and efficiently manage client relationships.

Deutsche Bank AG

In 2010 Deutsche Bank developed a new approach to create interest and demand for financial advisory. Supported by an intuitive Microsoft Surface application customers can explore their wishes for the future. This enables a much more individual discussion with the advisor and deepens the relationship between customers and Deutsche Bank.

Garanti Bank

Garanti Bank is Turkey’s second largest bank, with 792 branches across the country and an additional five across Europe. It provides services to 10 million customers internationally. Faced with an increasingly mobile customer base, Garanti Bank commissioned Volantis to build a mobile banking solution that would enable its customers to manage their accounts while on the go.