Customer relationship management software developer Siebel and network integrator Cambridge Technology have won a multimillion dollar global contract with financial giant the National Australia Group.
To be managed from Australia, the approximate $40 million global rollout of a CRM solution will begin in April at Michigan National, with the worldwide installation expected to be completed within a couple of years, according to Rob Myler, account manager at Siebel.
Siebel will provide the software and advice on the contract while Cambridge Technology will install the entire solution.
The whole process will start with two call centres and, depending on the success of these, lead to the eventual implementation of a standard enterprise-wide CRM system, which will impact National Australia Group's 20,000 `customer facing employees', according to Myler.
Although already equipped with the basic elements of a CRM system, the different divisions and elements throughout the group currently operate with disparate systems.
`We can now use the same basic architecture across the board,' said National Australia Bank's marketing manager, Christopher Williams.
Siebel's ability to unify these systems and offer a general financial package to all elements of the business was part of its software's attraction to the group, Williams added.
`We wanted the customer to experience a single view [of the National Australia Bank] irrespective of how they contact the bank.'