Bank of Montreal: Insight Driven Marketing & Sales

The Accenture/BMO Financial Group team successfully implemented a system that provides an integrated, shared view of the customer across the enterprise that enforces and encourages consistent customer data.

BMO Financial Group is Canada's fifth-largest bank and ranks as one of the top 10 financial services providers in North America. With assets of CDN$262 billion, as of July 31, 2004, BMO is a highly diversified financial institution that offers clients a broad range of personal, commercial, corporate and institutional financial services—from banking to investment products to trust and asset management—across Canada and the US.

BMO Financial Group needed to create a CRM solution that would allow it to deliver targeted customer-specific information, better manage a newly integrated workflow for service requests and more efficiently manage sales force activity.

BMO partnered with Accenture in 2000 to build and implement a high-performance CRM solution. BMO and Accenture worked to design, develop and implement a Siebel-based CRM solution. The team used leading practices and extensive CRM knowledge to configure the program by focusing on sales and customer interaction within the Commercial and Small Business Banking channel for the first release to 2,000 users.

Next, the team delivered the integrated CRM application to the bank's Call Center (Direct Banking) channel using the Siebel 6.0, bilingual (French and English) application to convert more than 11 million customer records and 70 million accounts, and was delivered to the 4,000 users. The team continued to build on the CRM foundation and upgraded it using Siebel's Web-based version, Siebel 7.5.2, utilizing Accenture's Siebel Solution Center in Melbourne, Australia.

The Accenture/BMO Financial Group team successfully implemented a system that provides an integrated, shared view of the customer across the enterprise that enforces and encourages consistent customer data. By tracking sales and service activity in one place, BMO can deliver targeted customer-specific information, better manage a newly integrated workflow for service requests and more efficiently manage sales force activity.