UMB Bank improves CRM with Oracle's Siebel applications

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UMB Bank, one of the largest independent banks in the United States, has deployed Oracle's Siebel Sales and Siebel Universal Customer Master to enable a 360-degree visibility of customers and improve the effectiveness of customer service and sales initiatives.

Kansas City, MO.-based UMB said it is also deploying Siebel Contact Center to help it drive new levels of customer service across its retail operations.

UMB deployed Siebel Universal Customer Master in its commercial lending and asset management operations to provide a complete view of its customers across lines of business, overcoming a persistent challenge faced by many financial services organizations today. The bank now has a comprehensive customer data hub that unifies customer information across multiple business units and functionally disparate systems to provide a trusted authoritative source of information across the enterprise.

The bank, which has operations in Arizona, Colorado, Illinois, Kansas, Missouri, Oklahoma and Nebraska , also deployed Siebel Sales from Redwood Shores, CA-based Oracle in its commercial lending and asset management operations following a complete redesign of the sales process.

UMB is using Siebel Sales to automate core sales processes, including sales call planning, follow up and reporting. With Siebel Sales, UMB is also improving the way it cross-sells products across multiple lines of business by breaking down information silos and giving the sales team a better understanding of the full sales potential of any given customer.

UMB is now implementing Siebel Contact Center to help transform its call center into a more integral part of its total sales, marketing and service delivery strategy. The application, which will replace UMB's aging legacy call center solution, will enable agents to handle service, support and sales interactions seamlessly across all communication channels -- helping to drive down IT and personnel costs while enhancing service delivery. The Siebel Contact Center platform, because of its integration with Oracle's Siebel Universal Customer Master, will enable a seamless platform for interactions.

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