EAB deploys business intelligence infrastructure

Egyptian American Bank (EAB) has upgraded its customer service capabilities with the implementation of Oracle's data warehouse and business intelligence applications.

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By  Greg Wilson Published  April 5, 2003

Egyptian American Bank (EAB) has upgraded its customer service capabilities with the implementation of a data warehouse and business intelligence applications from Oracle.

At the heart of the solution is Oracle Financial Services Application (OFSA), which enables the bank’s staff to analyse key information across multiple areas of its business.

“We needed a system that would enable us to collect and analyse all data around our customers’ behaviours and needs,” says Malcolm Neil, chief information officer, EAB.

“The ultimate objective of developing our whole infrastructure is to understand where good business comes from, and encourage more of it,” he adds.

OFSA provides the backbone of the CRM application, offering in-depth analysis, reporting, ledger integration and financial modelling functions. Alongside OFSA, EAB has also installed Oracle 9i Developer suite and database.

Oracle’s Customer Relationship Management (CRM) has also been implemented to support the bank’s call centre, tele-services and online marketing functions.

The integrated business intelligence solution for the bank provides senior management with information about its customer segment profitability and behaviour, enabling the bank to segment its service levels to ensure the right amount of resources are allocated to support the needs of premium customer groups.

“Our focus is always about providing high quality customer service through highly-trained, passionate employees and technologically-advanced operations,” comments Neil. “Using Oracle technology has helped us take another step down the path of providing the highest standards of customer service anywhere in Egypt,” he adds.

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