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Boost for customer service

04SunGard, one of the world’s leading software and services companies, has announced that it will provide Abu Dhabi Islamic Bank (ADIB), a top-tier Islamic financial institution, with retail banking solutions for better customer service and branch productivity.

Wissam Khoury, managing director, SunGard Financial Systems, Middle East, said, “Retail banks in the Middle East face constant pressures to grow revenues, reduce costs and boost staff productivity. This is driving a need to further enhance the customer experience, generate more profitability from existing customer relationships and increase operational efficiency. Channel infrastructure has become a key focus to achieving this and our retail banking solutions help banks in the region create a more customer centric channel proposition to aid client retention, safeguard against increased competition and build sustainable profitability.”

SunGard works with emerging market banks to upgrade legacy platforms with modern technologies that help strengthen customer service capability and improve branch staff productivity to enhance the customer’s branch experience, delivering better business agility to grow in the face of tougher competition.

SunGard’s front office retail banking solutions assist banks such as ADIB in digitalising branch networks by helping to mobilise bank staff and provide them with real-time access to the bank’s transaction processing system and serve clients while away from physical counters. This helps enhance staff productivity and boost branch efficiency to improve customer service levels, better respond to customer demand and increase revenue-generating opportunities.

The solutions also help centralise client and product information to deliver a single customer view, helping retail banks to provide more tailored services and optimise customer relationships, as well as identify cross-selling opportunities. They also help provide a complete picture of a bank’s service and quality levels to identify areas where service and operational efficiencies can be gained to help build smarter operations.

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