Project Scope:  A major international banking company needed a better way to share information about its business customers across a broad range of people who might come into contact with those customers.  This included not only the bankers who were primarily responsible for managing the relationship, but also the credit group, foreign exchange traders, interest rate hedging strategists, investment bankers -- essentially anyone who might be having a dialog with the client company.

Previously, this information was supposed to be shared by memo or e-mail, but more often than not, there was no communication at all.  Even when there was communication, it was generally not made available to all those who might come into contact with the customer, which sometimes led to an embarrassing situation for the bank's personnel.  More importantly, it made it difficult for the bank to effectively serve the customer's needs, as business development strategies were seldom formally articulated and never updated.

Solution:  A database was created to run on a wide area network that would be accessible by all potential users of customer information.  The information stored on the system was extensive, and included financial information, contact information, bank relationship information, and records of each meeting, phone call and piece of written correspondence with the customer. 

For publicly-traded companies, links were included to a variety of online financial and information sources such as Hoover's, Standard & Poor's, etc., as well links that would generate online maps of the customer's facilities.

Various levels of password protection were put in place, with some users allowed read-only access, others allowed to add but not edit data, and others will full data access.

The effect on customer service was almost immediate, as communication among departments improved dramatically with only minimal.  This in turn enabled a much more effective cross-selling effort and resulted in sharply higher customer satisfaction.

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