Irish Life & Permanent plc

FINANCIAL SERVICES

Siebel Systems and Aspective Give Irish Life–

& Permanent a Customer-Focused eBusiness–
Business Profile
Irish Life & Permanent plc By introducing a single, integrated profile of each customer’s policy
Providing life insurance, pension,
investment, and mortgage finance products information and history with the company, the joint Siebel Systems
Industry
and Aspective solution enables Irish Life & Permanent to capitalize
Financial services

Geographies on information captured during each customer interaction.

Ireland
—Aine Cassidy, Senior Manager, Irish Life & Permanent
Siebel Alliance Partner
Aspective
Irish Life & Permanent plc is a leading integration of customer information across
Deployment Summary
provider of personal financial services in multiple channels—irrespective of the line
• 600 users
Ireland. Irish Life, the life assurance division of business.”
• On-schedule, on-budget deployment
of the company, is the market leader in
• Seamless integration with proprietary
the provision of life and pensions business. World-Class Collaboration
quoting application
Its products and services are distributed With support from Aspective, a leading
Siebel eBusiness Applications
through a wide range of channels including eBusiness solution provider and a Siebel
Siebel eInsurance
Siebel Analytics bank branches and independent intermedi- Premier Consulting Partner, Irish Life &
aries, as well as the Irish Life direct sales Permanent has deployed Siebel eInsurance—
Benefits
• Enhances ability to cross-sell and up-sell force. Irish Permanent and TSB Ireland (soon a version of Siebel eBusiness Applications
financial products and services to be merged into Permanent TSB), the retail specifically tailored for the insurance
• Improves customer service, satisfaction, banking division of the company, offers a industry—to its life and pensions sales force,
and loyalty contact center, and bank branches. The
full range of personal banking and mortgage
• Enables development of targeted services to the Irish market, also through a Siebel eBusiness application enables the
outbound marketing campaigns aimed at
multichannel distribution network. In total, company’s sales professionals to present
maximizing revenue from existing
customers Irish Life & Permanent has almost one financial solutions and generate person-
million customers throughout the country. alized recommendations over the phone or
Customer’s Implementation Advice at the point of sale. It also enables branch
To maximize revenues, enhance customer
• Draw on the professional expertise of
and contact center professionals to automate
satisfaction, and realize its goal of becoming
solution providers the process of delivering qualified appoint-
Ireland’s number one provider of personal
• Ensure senior management sponsorship ments to the company’s sales professionals.
financial services, Irish Life & Permanent
• Involve end users in the system design “By integrating policy, mortgage, and
needed a software platform that would
• Invest in training to gain user acceptance
bank account information from Irish
support seamless, high-quality sales and
Life & Permanent’s back office systems,
• Conduct thorough tests before going live service across multiple lines of business,
Siebel eInsurance helps us understand more
• Evaluate the development on an ongoing multiple product lines, and multiple
basis—use of prototypes about our customers, supports cross-selling
channels of communication. “The merging
• Ensure stong communications between
and up-selling, and improves customer
of Ireland’s largest life assurance provider
implementer and customer satisfaction,” says Cassidy.
with the country’s major mortgage lender
created a powerful brand, but it also led The alliance between Siebel Systems and
.COM
to Irish Life & Permanent operating a Aspective was a key factor in Irish Life
Call Center
variety of different fragmented sales and & Permanent’s decision to select the
Sales/Field Service
SIEBEL BACK
OFFICE customer service systems,” says Aine Cassidy, two companies as its eBusiness partners.
Customer
Channel
EIM Proprietary “The industry-tailored functionality
Marketing
Senior Manager, Irish Life & Permanent.
“We needed an eBusiness solution that of Siebel eInsurance, together with
Industry

would enable the effective and efficient Siebel Systems’ eBusiness vision and
DATABASE HARDWARE
Oracle Hewlett-Packard
S I E B E L C U S TO M E R S U C C E S S S TO R Y
deep eBusiness experience, made of financial products and services tailored Siebel eInsurance, Irish Life & Permanent’s
Siebel eBusiness Applications the ideal to their needs.” marketing department offers every
software choice,” Cassidy explains. “We policyholder an annual financial review.
Aspective was instrumental in the
were attracted to Aspective because of An agent then follows up with a telephone
development and integration of this
its impressive track record in deploying call suggesting an appointment, thereby
point-of-sale system. “Irish Life &
eBusiness solutions within the financial generating the potential for additional
Permanent trusted Aspective to create this
services industry, its knowledge of the life policy sales. Because call center agents have
groundbreaking point-of-sale solution—
and pension business, and the profession- access to each sales professional’s schedule,
recognizing we had the Siebel eBusiness
alism of its team. Aspective was also able they can also automatically organize
skills and knowledge to develop a high-
to offer us its CRM rapid implementation meetings between prospects and the
quality system, on time and on budget,”
program, called Accelerate CRM, so we company’s sales professionals.
says Simon Barker, Business Director,
could deploy this system quickly and realize
Financial Services, Aspective. “We worked To generate rich customer insight,
the benefits sooner.”
closely with the company to develop and measure the performance of the company’s
refine the system, especially the interface operations, and identify any areas that
Innovative Point-of-Sale Solution
and integration with the company’s require immediate corrective action, Irish
A unique component of the Siebel Systems
quotation engine. The net result is a Life & Permanent has also introduced
and Aspective eBusiness solution is an
powerful, customer-focused solution that Siebel Analytics, the end-to-end analytics
innovative point-of-sale system that helps
unites customer information and enhances solution that provides users with up-to-the-
Irish Life & Permanent’s 250 direct sales
Irish Life & Permanent’s cross-selling moment, actionable customer and business
professionals and 80 bancassurance sales
capability, revenues, and customer service.” insight. “All our management information
professionals provide tailored advice
reporting is drawn from Siebel Analytics,”
when meeting with customers. Powered Aspective’s Accelerate CRM greatly
says Cassidy. “It provides us with an instant
by Siebel eInsurance, the system provides a facilitated the rapid, on-time deployment of
report on sales across the organization,
single view of customer information as well the eBusiness system. By precisely focusing
average revenue per sale, the number of
as a comprehensive picture of the company’s upfront project planning and consultancy
appointments scheduled, and much more.
various products and services. It then activities, Accelerate CRM reduces the time
By introducing a single, integrated profile
automatically generates recommendations taken to implement a typical customer
of each customer’s policy information
and negotiated financial models based on relationship management project by 70
and history with the company, the
the customer’s unique profile and presents percent. “Without a doubt, Aspective’s
Siebel Systems and Aspective solution
these solutions in a variety of attractive approach accelerated the deployment of
enables Irish Life & Permanent to capitalize
graphical and text-based formats. our new system,” says Cassidy. “Aspective’s
on information captured during each
experience and commitment, together
Following the customer meeting, the customer interaction. This approach
with the rapid and seamless integration
sales professional sends a message via enhances our ability to cross-sell and up-sell
of Siebel eInsurance with our banking,
Siebel eInsurance to the company’s service additional products and services, improve
policy, and other legacy back office systems,
center. An agent in the center then organizes customer satisfaction, and move closer to
enabled us to start earning a return on
the collation and dispatch of a 12-page our goal of being the number one provider
our investment almost immediately.”
color report that summarizes the main of personal financial services in Ireland.”
topics discussed in the meeting and a
Maximizing Revenue
separate letter confirming the date and Siebel eBusiness Applications
One of the key roles of Irish Life &
time of the customer’s next appointment. Siebel eBusiness Applications enable
Permanent’s state-of-the-art, multichannel
“Customers think the system is great,” says organizations to create a single source of
call center is to conduct outbound market- customer information that facilitates selling
Cassidy. “They feel it represents a highly
ing campaigns aimed at maximizing to, marketing to, and providing service to
professional approach to personal finance. customers across multiple channels,
revenue from existing customers. Using
It also ensures we present a holistic solution including the Web, call centers, field,
the Siebel Campaigns module within resellers, retail and dealer networks.
to the customer—comprising a blend

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