BACKGROUND: SunTrust Banks, Inc. is an Atlanta-based super regional financial services company offering consumers and businesses exceptional solutions designed to manage and expand their individual investment, credit and trust portfolios. SunTrust Banks, Inc. maintains relationships with more than 3.3 million customers through 1,094 branches in Florida, Georgia, Tennessee, Alabama, Virginia, Maryland and the District of Columbia. As of March 31, 1999, SunTrust Banks, Inc. had total assets of $91.1 billion, total deposits of $57.9 billion, more than 32,000 employees and total shareholders' equity of $8.1 billion.
PLATFORMS: Allink Agent runs on Windows NT 4.0 and Oracle8.0.
PROBLEM SOLVED: Using Allink Agent, we sought to execute our strategy of one-to-one customer relationship management. Since we have many channels, a highly decentralized organization and many products and services, the task of coordinating relevant, personalized and customized communications has become a challenge. Allink Agent is the enabler that is uniquely designed to solve this very complicated technical and business challenge. By using Allink Agent rules management, we were able to target customers for contact based on the type and level of transaction the customer executed. To date, we have experienced excellent response results.
PRODUCT FUNCTIONALITY: Allink Agent provides real-time identification of sales and service opportunities amid high volumes (millions) of customer interactions. It leverages knowledge of how the customer has behaved in the past and how the customer is actually interacting with the organization. The Allink Agent's advantage lies in its ability to automatically supply a recommendation through the customer's preferred touchpoint, regardless of the channel and without intervention. It uses source data from any back-office system(s) and integrates with any front-office system to disperse an optimized sale or service recommendation. The offering comes with industry-specific business rules designed around specific business objectives such as activation, retention and cross-sell.
STRENGTHS: Allink Agent easily and rapidly integrates with our corporate operational systems. In addition, the solution provides us with the ability to centrally manage and adjust business rules on the fly enabling us to quickly respond and adapt to new trends, conditions and marketing programs. The solution provides tactical diagnostics through reporting on the performance of specific business rule paths, allowing for quick adjustments to continuously improve the sales and service communications.
WEAKNESSES: Reporting against the system is very flexible in that we can access the database, create and run reports using our own in-house reporting tool. It would be benficial to have more standard reports to run at implementation until we get up to speed. Harte-Hanks has committed to expanding thir current base of standard reports with subsequent versions (2.0 and 3.0).
SELECTION CRITERIA: We chose Harte-Hanks and the Allink Agent solution for several reasons: the industry-specific knowledge built into the applications, Harte-Hanks' experience with data management and the specific business applicability of the technology solution.
DELIVERABLES: Allink Agent provided our branch officers with highly targeted and qualified sales leads and recommendations for product propositions. Leads are being distributed daily to the officers.
VENDOR SUPPORT: Harte-Hanks employees take great pride in their work and are highly responsive to our requests and suggestions. The technical, training and client-team support has been excellent.
DOCUMENTATION: There is a customized documentation manual on the Allink Agent solution. This document includes detailed flow diagrams from data source(s) to target channel(s) disclosing all business, technical and operational aspects of this specific implementation. Additionally, specifics on the database model, data refresh routines, modeling updates and contact synchronization are included.
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