Union Bank of California Strengthens Commitment to Customer Service With Amdocs ClarifyCRM (email this article)

ST. LOUIS, Nov. 10 -- Amdocs (Company Profile, Past Stories, Case Studies), the world's leading provider of CRM and billing, today announced that Union Bank of California, the state's third largest commercial bank, has expanded its Amdocs ClarifyCRM deployment across its commercial call centers. In addition, Union Bank will expand its deployment across the consumer call centers within its Customer Services Division. By standardizing on Amdocs ClarifyCRM to automate, execute and manage key business processes across multiple interaction channels, Union Bank now has a platform to effectively and efficiently handle its customer service needs, drive customer retention and loyalty, and reduce operational costs for profitable business growth.
 
"We originally selected Amdocs ClarifyCRM as our system of choice because of its clear ability to handle the volume of workflow that we experience on a daily basis while allowing us to streamline our customer relations process," said Barbara Hiehle, Executive Vice President of Union Bank of California's Customer Services Division. "With Amdocs ClarifyCRM firmly in place and with additional expansions scheduled in the near future, we look forward to providing our customers with the best service possible."
 
Prior to implementing Amdocs ClarifyCRM in 1999, Union Bank operated these call centers independently of one another resulting in a system environment that was difficult to maintain and unable to scale to meet the demands of its growing business. When Union Bank first rolled out Amdocs ClarifyCRM, it replaced paper as the method by which it documented all customer interactions.
 
With Amdocs ClarifyCRM, Union Bank now has an automated system to ensure each interaction is completely documented and managed through to resolution. Over the course of the next year, Union Bank plans to deploy Amdocs ClarifyCRM in its high-volume consumer call centers. In addition, Union Bank will build real-time interfaces to mission-critical legacy systems to deliver users a unified view of consumer interaction history across all communication channels including Web, phone and e-mail.
 
"Amdocs is committed to addressing the needs of financial services organizations across our entire product and service portfolio, and we are pleased with the successful relationship we have enjoyed with Union Bank of California," said Richard Elliott, Vice President Financial Services at Amdocs. "Superior products and services that seamlessly link and automate key customer-facing business processes and transactions make Amdocs ClarifyCRM the ideal platform for companies like Union Bank that are committed to providing excellent customer service and improving operational efficiencies for long- term, sustainable growth."
 
About Union Bank of California
 
Based in San Francisco, UnionBanCal Corporation is a bank holding company with assets of $42.6 billion at September 30, 2003. Its primary subsidiary, Union Bank of California, N.A., has 278 banking offices in California, 4 banking offices in Oregon and Washington and 20 international facilities. The company's Web site is located at www.uboc.com.
 
About Amdocs
 
Amdocs combines innovative software products and services with deep business knowledge to deliver true integrated customer management to the world's leading services companies. Our best-in-class billing and CRM products seamlessly link all customer-facing business processes -- marketing, sales, ordering, delivery, fulfillment, billing, settlement, service, support, and analytics -- resulting in stronger, more profitable customer relationships. Amdocs enables its customers to implement their business strategy with rapid return on investment, lower total cost of ownership and improved operational efficiencies. For more information, visit Amdocs at www.amdocs.com.