Chase Manhattan Corp. is moving to equip branch employees with the same customer service software used in its call centers.
The company's national consumer services division has licensed Broadway & Seymour Inc.'s Touchpoint, expanding use of the software beyond the 2,500 workstations in its call centers.
The aim is to provide a consistent view of customers' relationships with the bank, regardless of service point.
"Chase will have an enterprisewide view of its relationships through the different business units and product areas," said Alan Stanford, president and chief executive officer of Charlotte, N.C.-based Broadway & Seymour.
Chase's action is consistent with the goals of many banks.
A recent GartnerGroup survey showed that banks planned to spend more money integrating retail software packages. They hope to achieve quicker and more consistent views of customers across all delivery channels.
The process, called channel integration, is expected to attract $738 million in spending in 2002, up from $285 million in 1998-a compound annual increase of 27%, according to GartnerGroup.
Broadway & Seymour said Touchpoint can extract customer data from legacy systems, consolidate it, and present it to workers in different business areas.
Chase, with $366 billion of assets, will have the largest deployment of Touchpoint once it rolls it out to thousands of teller stations in the next 18 to 24 months.
Touchpoint is used by five other institutions: J.P. Morgan & Co., Dime Savings Bank, Hibernia Corp., Old Kent Financial Corp., and First American National Bank.
"Almost all have implemented it in call centers and are in various stages of deploying it in the branch network," Mr. Stanford said.
"They all share the idea of having an enterprise view of a single relationship."
