Business & Finance

Technology to Enhance AMP's CRM Systems

Business Wire - June 12th, 2001

AMP Financial Services, one of Australia's premier financial and insurance companies, has made a commitment to enhance its customer relationship management by deploying Siebel eBusiness Applications for Financial Services throughout their business.

AMP is using Siebel eBusiness Applications as a base upon which it can create a single, comprehensive view of every customer. The deployment will help to increase customer satisfaction and retention, and enable AMP to target new products and services among lucrative niche customers. Every point of contact is being integrated, including the Internet, the company's existing sales and service call centers, and the company's financial planner network. Every relevant customer interaction will be visible to all users including AMP's marketing, sales, service and external intermediaries.

Using this eBusiness approach, AMP has an up-to-the-minute, accurate view of which products and services each customer holds, and which channels they use to interact with the company. This will ensure AMP's customers receive seamless, consistently high quality service in every transaction they undertake with the company.

With the financial planner channel responsible for around 95% of AMP's business, this implementation is focused on assisting these company professionals in meeting - and exceeding - customer expectations. The implementation of a Planner Portal to provide a window to all customer information for the financial planner network will play a pivotal role in increasing planner productivity, as well as introducing a more intimate customer understanding.

"We wanted a leading technology partner to help us achieve our goal of delivering the best customer experience in the market. Siebel Systems' strength in banking and insurance enabled us to gain the right product suite for our needs." says Andrew Mohl, managing director, AMP Financial Services.

"We are creating a single window for our customers to the financial world. By capturing customer interactions in an eBusiness system that is capable of supporting our business across a wide and diverse range of channels, we can exploit our enormous strengths for growth and profitability," he concludes.