AMSTERDAM ABN Amro Holding NV has licensed customer relationship management software from Data Disterlies to integrate its customer-delivery channels.
The software will manage communication through ABN Amros call centers, direct mailings, online services, and branches to ensure that customers receive the same level of service no matter how they contact the bank. Call center agents, for example, will see pop-up screens indicating specific products the customer may be interested in.
ABN Amro will also use the software to analyze customers information for better insight into their needs. The software will be able to track reaction to banner ads, for example, to determine the most effective advertising.
Being able to respond appropriately to our customers needs, no matter what channel they choose, is so important, said Joep Vaessen, head of marketing intelligence at ABN Amro, Netherlands.