A Major Thai Bank

Stream was selected to recommend and implement a customer-centric CRM and customer contact center solution for a major Thai bank.

Stream chose to base the solution on the Siebel eFinance CRM and Call Center.

Streams Roles and Responsibilities

Stream was responsible for the integration to 6 legacy (deposits, loans, credit card and ATM applications) and 2 client server applications in real-time mode. The CTI used was IBM CallPath, now part of Genesys. The database used was IBM DB2. Siebel Applications and Database servers are both NT.

Stream used the EAI and statement history database that we have built for the bank for 2 other separate projects - IVR and retail internet banking. Stream assisted in data cleansing and fine-tuning of Siebel EIM data extraction tool.

Stream recommends the hardware sizing and is responsible for production and database fine-tuning. The system response time is acceptable by the bank based on the benchmark requirements.

Stream supports Thai implementation for Siebel. Stream also undertakes users training and develops all user manuals in Thai.

Benefits

The CRM solution enables the bank to have a 360 degrees view of its customer. The bank now has a centralized database of customer information, interactions and common platform for servicing, marketing and sales.

The bank could support customers service request effectively and used the center to handle to massive credit card campaign launched by the bank.

The bank was successful in re-positioning itself under the customer centric vision as well as launch new electronic channel with retail & SME internet banking initiative also undertaken by Stream.