Chordiant Software Inc., a customer relationship management systems provider, announced yesterday that Barclays Asset Finance has completed the first-phase implementation of its integrated customer system based on Chordiant's Intelligent Customer Interaction Management platform.
Barclays Asset Finance, a supplier of asset finance to the corporate market and a subsidiary of Barclays Bank, based in the United Kingdom, instigated the project to increase efficiencies and customer retention while improving sales processes.
BASSF selected the system by Chordiant, Cupertino, CA, over other CRM vendors for Chordiant's integrated business process engine and flexible infrastructure.
According to BASSF, Chordiant provided the best system for its goal, which was to integrate its disparate legacy applications and enrich its customer history databases with real-time information at multiple customer contact points.
Historically, BASSF has operated its business through several individual legacy systems that require different departments to support each system. This resulted in customer information being stored across disparate databases.
Chordiant's ICIM platform, however, which is the engine of Chordiant’s CRM system, delivered a complete picture of the customer across the disparate databases, and also enabled the standardization and simplification of business processes, according to BASSF.
Phase one of the BASSF system is now complete — covering several service processes, including the identification and verification of customers, handling routine inquiries, capital balance inquiries and customer maintenance. Phase two, scheduled to be completed later this year, will encompass other service and core sales processes. For example, it is expected to support the sales services from quoting and creating a deal through to packaging up agreements and storing all the information in one place.
