Enhancements to Market Leading Customer Hub Solution Helps Financial Services Companies Raise the Bar on Customer Service
Atlanta, GA. – March 19, 2003 – DWL, the leader in Enterprise Business Services software, today announced enhancements to its market-proven customer hub solution, DWL Customer™. DWL Customer serves as the enterprise’s system of record for all customer-related information and transactions. The latest version includes functionality to support actionable customer management functions including, event notification and rules of visibility, making DWL Customer the most comprehensive enterprise customer hub for the financial services industry.
DWL Customer’s event notification allows companies to respond to customer events in real-time, such as life changes and relationship events. The customer hub recognizes customer events and sends event notifications to various applications to trigger critical enterprise customer processes, such as cross selling across lines of business. DWL’s hub maintains centralized customer knowledge and transactions as well as the business rules that govern customer events and communications with other systems.
“Few organizations are able to easily inject real time event notifications because they are not generating the information from a single source of customer information. Event notification is relevant for all financial services companies and being able to execute on customer events, such as life event changes, relationship events or customer-product events, is integral to a customer-centric operational model.” said Bruce McPherson, vice president, strategy and product management, DWL.
DWL also introduced rules of visibility (ROV) and transaction security functions within DWL. This helps enforce privacy and security for the customer data within the enterprise hub and across multiple channels and systems. Unlike user interface or transaction-driven security models, ROV
governs users’ permission to access specific customer data attributes and filters inaccessible data from the transaction response. This functionality increases productivity while enforcing security and privacy by guarantying transactions won’t be interrupted due to the users’ inability to access specific customer data. ROV allows financial service providers to enforce
privacy rules in one location, the customer hub, negating the effort of re-coding those rules into each system and ensuring more consistent organization compliance to the customers’ privacy preferences.
“During the next 12-18 months, market-leading enterprises, especially Financial Services firms, must be able to react intelligently and instantly to changing customer information via real-time customer data integration (CDI). CDI is quickly becoming a strategic technology in enterprise CRM projects. An ongoing requirement is for CDI solutions to provide high availability and extreme scalability for the Global 3000 size enterprises,” said Aaron Zornes, Senior VP, META Group.
About DWL Customer™
DWL Customer™, an enterprise customer hub for real time customer management, is an enterprise customer hub that unifies customer data and transactions from product silos and delivers this knowledge to all channels. It is based
on a ‘services-oriented architecture’ and built on J2EE standards, making it the most scalable and market-proven applications for customer management. DWL Customer is delivering measurable, substantial ROI to leading insurance and card issuers in a short payback period by reducing customer processing costs, increasing revenue from recognition of customer events and improving
customer service. Additionally, DWL Customer can allow organizations to derive additional ROI from current CRM implementations and even failed CRM projects that lacked sufficient customer data management foundations or a
customer hub during the time of implementation.
In recent benchmarking, 8000 concurrent users sent XML transactions to the DWL Customer database containing 100 million customer records and produced sub-second transaction responses, which makes DWL the most robust and scaleable solution of its kind. Unlike offspring solutions of leading front and back office application vendors, DWL Customer is a vendor-neutral
solution designed to meet the demanding performance environments of leading financial services providers.
Pricing and Availability
DWL Customer is currently available. Pricing varies according to the number of customers and product configuration.
About DWL Inc.
DWL is the leader in Enterprise Business Services software. DWL applications elevate customer, account and product functions from front and back office silos to an enterprise-wide service layer. This enables companies to unify, view and update customer information across all business lines and systems in real time and give their consumers, partners, suppliers and employees a single view of the enterprise. The result is consistent and real time delivery of products and services, strengthened relationships with key business audiences and increased return on companies� back office, front office and CRM systems.
Founded in 1996, DWL is headquartered in Atlanta and has offices in New York, Boston, Chicago, Los Angeles, Toronto, London, S�o Paulo and Tokyo. DWL clients include MetLife, Citi Cards, Atlantic Blue Cross Care, Empire
Financial, CGU, and Royal & SunAlliance, among others. DWL has strategic relationships with BEA Systems, IBM and Sun Microsystems. Key system integrator alliances include Accenture and IBM Global Services. DWL is a registered trademark of DWL Inc.