Britannia and FINEOS project wins CRM award

April 25, 2002 - Dublin, London - Britannia Building Society, one of the UK's leading building societies, has just been awarded "CRM Project of the Year - Large Organisation" at the CRM Industry Awards 2002. The project was carried out using CRM technology from FINEOS Corporation, a leading provider of enterprise solutions for banking and insurance.

In selecting Britannia, the judging panel were impressed by the overall scope and vision of the society's project and in particular by "their ability to engage its staff, to understand where the benefits had been gained and by its on-going commitment to customer satisfaction." The other finalists included tour operator MyTravel and internet service provider Freeserve.

With the help of FINEOS software, Britannia has been able to take important steps towards better understanding their customers through customer segmentation, propensity to purchase modelling and customer profitability modelling. They have been using FINEOS's CRM and workflow solutions to store all personal, product, contact and marketing information for their two million members. The system is currently used by over 2,000 online daily users across Britannia's 188 branches, call centres and throughout their head office.

This award is the latest in a string of honours garnered by Britannia for its CRM programme as last year they also won the Financial Sector Technology Award for the 'Most Innovative Use of CRM Technology'. The society has also been ranked by independent auditors QCi as being in the Top 5% of its worldwide CRM table.

Accepting the award on behalf of Britannia, Dave Crawshaw, Customer Strategy Manager said: "CRM has always been endemic of the way that we operate and winning this award caps off a fantastic year of industry and peer recognition for Britannia, its business model and, most importantly, its people."

Congratulating them on their achievement, Michael Kelly, CEO, FINEOS said: "Within financial services, there's a broad appreciation of Britannia's CRM leadership but I think this award takes that recognition to the next level. The fact that they have been able to compete and win this horizontal-based competition against other service and manufacturing sectors is another great endorsement and we're delighted to have been able to partner with them."

The CRM Industry Awards, now in their second year, recognise and encourage achievement in the field of Customer Relationship Management and were presented by the Duchess of York at a charity gala dinner in London's Park Lane. The event is also a fund-raiser for the charity Children in Crisis of which the Duchess is founder and life president. All proceeds of the event, expected to be in excess of £30,000, go to the charity.