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This will enable the bank to treat its customers as individuals by having one comprehensive view of them, in one system, across branch and call center channels.

This single view includes customer details, product holdings, contact history, and prompt messages. To deliver this single view, Siebel eBusiness Applications will interface with Abbey National legacy systems.

The One on One program has three objectives. First, the program will deliver on the Abbey National brand vision of "Making Customers' Lives Easier" by improving service levels on critical dimensions, such as anticipating financial needs and delivering on promises. Second, the program will increase sales productivity.

Finally, the program will increase the number of profitable customers through improved cross-selling and retention.

Current accounts, which provide a primary banking relationship with enormous potential for cross-selling, has been a major area of success for the bank recently with the launch of its market-leading Current Account. Siebel eFinance will enable Abbey National to build on the strength of this customer relationship.

The deployment of Siebel eFinance within Abbey National will be a major program running throughout 2002-2003. The initial deployment will be in both branches and call centers. Further deployment phases will add new functions such as the ability for customers to book appointments anywhere in the business and eChannel capability.

The eBusiness strategy will also provide Abbey National with a more effective sales capability. As sales opportunities are generated?whether through the branch, a call center, or via targeted marketing campaigns?they can be transferred immediately to the appropriate area and acted upon swiftly and effectively.

By understanding more about the customer's needs, Abbey National will also be able to offer financial services solutions that are tailored to the unique needs of the customer.

Ambrose McGinn, eCommerce and Strategic Development Director, Abbey National, says, "One on One is an exciting project that will definitely make our customers' lives easier. Customers' service expectations are continuously rising, and our investment in Siebel eFinance demonstrates our commitment to making sure we're more than meeting them.

"We want to hit the ground running, delivering a return on investment quickly, and we believe that Siebel Systems will enable us to achieve that. We were particularly impressed with the out-of-the-box functionality of Siebel eBusiness Applications, Siebel Systems' range of back-up support, and of course the depth of the company's systems integrator experience was also a key factor."