The West Bromwich Building Society, often referred to as "The West Brom," is a leading mutual British building society, providing customers with a highly competitive portfolio of value-for-money investment, mortgage, and related products. The problem was disconnected sales channels, Silo-based customer information and limited ability to segment customer groups. West Bromwich deployed Siebel Call Center to 370 call center agents and branch cashiers to create a single, multichannel customer view. This resulted in 29 percent increase in one month in the ratio of opportunities created by branch cashiers to the number of cashier transactions processed.
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