UK, 12th December 2010 - Tesco Bank will be implementing a new customer service system leveraging technology from software company Attachmate. The new system will enable Tesco Bank to efficiently manage phone enquiries to support staff in delivering a high level of service to Tesco Bank’s motor and home insurance customers.
The system will include Attachmate Reflection 2008 software, a next-generation terminal emulation solution, which will integrate with the existing telephony system and will provide additional functions, improved usability and automation in more areas.
The high level of automation and integration ensures general insurance calls into Tesco Bank progress smoothly without unnecessary interruptions, and issues can be more effectively resolved without the customer having to be passed between agents. Detailed reporting of call centre performance is also built into the new system, and easily integrates with all other back office systems.
Malcolm Trigg, Senior Project Manager, Attachmate said, “Tesco Bank is very much focused on delivering a high level of service to its customers. They looked to Attachmate to address the complex technical challenge of ensuring its home and motor customer service representatives have all of the information they need at their fingertips to enable them to process customer enquiries efficiently. Our ability to provide a secure, highly customisable solution to deliver host data anytime, anywhere is a perfect match for Tesco Bank. We’re extremely pleased with the role that Attachmate Reflection will play in delivering the best possible experience for their customers.”
Reflection 2008 securely extends mainframe data to users wherever they do business, giving organisations the flexibility to quickly meet increasingly complex enterprise needs and streamline business processes throughout the enterprise. The solution will also enable relevant information from separate applications and systems to be seamlessly integrated. For example, dependent on the query, the system will automatically launch other applications and can bring up related document scans when managing a claims enquiry.
About Tesco Bank
- Tesco Bank is the UK’s largest supermarket bank. Since its launch in 1997, it has grown to have 6.5 million customer accounts across 28 financial products and services.
- Its principal activities are: general insurance - motor, home, pet and travel; credit cards and personal loans; personal savings; Tesco Compare and a network of cash machines (ATMs).
- Its products are sold through multiple channels including in-store, by telephone and online.
- Tesco Bank is fully owned by Tesco plc.
- Tesco Bank is a trading name of Tesco Personal Finance plc. Registered in Scotland No. 173199. Registered Address: Interpoint Building, 22 Haymarket Yards, Edinburgh, EH12 5BH
About Attachmate
Attachmate delivers advanced software for terminal emulation, legacy modernisation, managed file transfer and enterprise fraud management. With our technologies, more than 65,000 businesses worldwide are putting their IT assets to work in new and meaningful ways. For more information please visit www.attachmate.com.