Corporate CRM Program - Large Financial Institution

A large multinational Financial Institution launched an Enterprise Customer Service Program - a $42M corporate
initiative to provide its business units with a common technological and procedural foundation for delivery of state of
the art customer service. I directed a team of technology experts, consultants and systems integrators responsible for
the technical aspects of the Corporate CRM solutions:

· Defined and supervised execution of Customer Service Technical Architecture

· Managed selection and acquisition of core technologies

· Managed definition of the Application and Data Architectures

· Facilitated development of mission critical support capability by the Institution's IS Operations organization,
including Change Control and Configuration Management discipline and processes.

Implemented the first project eight months after the program’s launch – four month ahead of schedule. This
demonstrated viability of the Framework and allowed for early realisation of business benefits. The solution
automatically handled 25% of the incoming calls, used CRM system to manage client information, reduced average
call duration by 30% and, for the first time provided management with end-to-end customer service process metrics.

The following were key components of the CRM Technology Architecture:

· Process Management and Application Integration engine - View Star (Lucent/Mosaix)
· CTI - CallPath (IBM)
· Voice Switch - Meridian 1 (Nortel)
· IVR - Direct Talk 6000 (IBM) and Intervoice
· Contact Management Systems - Telemagic, Seibel and Janna
· Internet server - Charlotte, WebSphere (IBM)
· Voice Logger - Dictaphone and Comverse
· Workforce Scheduler – TotalView (IEX)
· Middleware - MQ Series (IBM)
· Database - Oracle
· Server platforms - IAX (IBM) and Microsoft NT 4.0
· Workstations - Microsoft NT 4.0
· Networking - IP over Ethernet and Token Ring