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Pivotal Delivers to Bank

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Posted March 22, 2002 By EnterpriseAppsToday.com Staff     Feedback

The Bankers Bank selects the Canadian-based CRM provider's contact center solutions.

Pivotal Corporation added The Bankers Bank to its customer roster this week with the implementation of a contact center that will be deployed by a Pivotal Partner, Red Clay Consulting. The Atlanta, Ga.-based Bankers Bank employs 220 professionals, including more than 40 business development officers and product specialists, to serve 900+ community financial institutions across the southern United States, offering community banks the products, services and technology required to compete with larger financial organizations.

"Community banks face the challenge of building new technology infrastructures to compete with the level of service the large financial institutions provide — The Bankers Bank is in the business of helping them overcome this challenge," said Shaw Lokey, senior vice-president of marketing, The Bankers Bank. "The demand from community banks across the nation is significant and growing — so we have to grow our own infrastructure to effectively service our customers. Pivotal's advanced CRM software provides the right architecture and functionality to meet our needs — it's a sensible solution for a mid-enterprise company like us."

Pivotal's mobile solutions will allow The Bankers Bank to service customers on the road, with advanced one-step synchronization capabilities that seamlessly transfer and integrate critical customer data from the Pivotal CRM system to Lotus Notes. Business development officers will have immediate access to the latest customer information including customer inquiries, service issues and meeting changes from anywhere, at anytime.

Additionally, Pivotal Contact center will allow The Bankers Bank to launch its first multi-channel customer contact center to easily resolve service requests, deliver consistent service, minimize service costs and up-sell and cross-sell using intuitive, personalized service portals. By empowering its service agents with the latest CRM and interaction management technologies The Bankers Bank will be able to handle customer orders and requests over the phone, e-mail or fax. The system will enable agents to capture, track, manage, escalate and resolve customer service requests, and business development officers will be apprised of customer situations quickly.

Pivotal provides CRM solutions to more than 1,400 global companies including: Hewlett Packard, CIBC, HarperCollins Publishers, Hitachi Telecom Inc., Intrawest Corporation, Vivendi, Royal Bank of Canada, Southern Company, and Ziff Davis Media Inc. Kronos, The Optimal Health Company, recently began to receive enterprise-wide support from Pivotal Contact Center.

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