Banks wrestle with customer queries, regulations

摘要

The bank of montreal has completed a customer relationship management implementation allowing it to better serve its customers through improved interoperability among multiple channels such as branch, telephone or Internet banking. Since BMO finished the rollout of Siebel CRM across its 16,000 branch, in-store, contact centre, specialty unit and branch office locations before Christmas, it has already seen its referral business increase, said Normand Zucco, vice-president of integrated distribution and operations at BMO.