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Harland Releases New One-To-One Campaign Management Software

Monday, October 29, 2001

Press release from the issuing company

ATLANTA, Oct. 26 -- Harland Financial Solutions, a division of John H. Harland Company, today announced the release of its new multi-channel, one-to-one campaign management software, ChannelExpert(TM). ChannelExpert is the latest addition to Harland Financial Solutions' suite of software tools, and was designed to work seamlessly with their Touche(TM) CRM (Customer Relationship Management) software and Max$ell Business Intelligence software. Melody Traeger, vice president and general manager of Harland Financial Solutions' Decision Support business unit explains the strategy behind ChannelExpert's development. "As consumer acceptance of high-tech, non- traditional channels for accessing banking products and services increases, the need for financial institutions to use those channels to deliver customized sales & service messages becomes very important,'' she said. "We recognized the need for our clients to communicate with consumers at every point of contact, in a coordinated fashion. ChannelExpert is just another product in a complete suite of products supporting our broader CRM strategy which is centered around Touche.'' ChannelExpert addresses this issue by connecting to all of the financial institution's traditional and non-traditional delivery channels, including ATM, voice response, teller, platform, call center, web site, and Internet banking. The software automatically manages a set of customizable contact rules, while monitoring consumer channel usage, buying behavior and overall relationship data from Harland Financial Solutions' Max$ell MCIF system. Messages can be delivered in a wide variety of formats including audio, video, graphic and text, all of which interface with the channel in use at the time. By virtue of the connectivity with the institution's various delivery channels, ChannelExpert is "aware'' of each customer's real-time channel activity. Based on an institution's customizable campaign rules, ChannelExpert instantaneously presents the next appropriate message in a series of contacts perfectly suited for that individual customer. With full control over the campaign rules, the institution determines precisely which type of customers will receive each message, the frequency with which they receive it, the format of the message and the channels that should be used to deliver it. Max$ell acts as ChannelExpert's intelligence engine, providing sophisticated statistical profiles of each customer's behavior, profitability, product usage and purchase propensity. With this valuable information and ChannelExpert's customizable campaign rules and cross-channel synchronization, it is now possible for financial institutions to ensure that the right message is delivered through the right channel, to the right customer at the right time. More importantly than simply delivering messages through the channels consumers use to access products and services, ChannelExpert helps the institution manage those interactions intelligently. "Many financial institutions are currently developing and implementing their Customer Relationship Management (CRM) strategies. These institutions are finding that they require a tool that helps them constantly manage that next interaction with the customer. ChannelExpert is that tool,'' stated Traeger. When ChannelExpert is integrated with Harland Financial Solutions' Touche CRM software, the result is a complete history of all client interactions, through both traditional and non-traditional points of contact. This ensures that a consumer consistently receives the proper targeted communications and gives the consumer the perception of a more personal level of service, thereby dramatically improving the quality of the interaction between the institution and the consumer.

 

 

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