IWBank Improves Service and Insight With Advanced Business Intelligence Capabilities

Established in 1999, IWBank specializes in online banking and financial services. IWBank wanted to respond promptly to requests from bank customers and optimize customer service and marketing processes. The challenge was to ensure continuous monitoring of Service Level Agreements (SLAs) and verify achievement of marketing activities goals. IWBank implemented Oracle's Customer Relationship Management (CRM) and Oracle Business Intelligence applications to improve operations management and enable strategic analysis of customer service and marketing tasks and deployed a bi-directional solution to improve both inbound and outbound customer service processes.