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Overview:
Fiditalia S.p.A. has been one of Italy's biggest consumer credit companies for 25 years, with more than one million active clients today. The company wanted to implement a solution consistent with the development of a customer service-oriented architecture and replace the outdated Customer Relationship Management (CRM) system, with no loss of information nor functionality, to rapidly provide new services to clients. The challenge was to extend specific business information to new channels such as home banking, Internet, IVR (Interactive Voice Response), and SMS messages, as well as to existing channels such as inbound and outbound call centers. Working with Atos Origin, the company implemented Oracle's PeopleSoft Enterprise Customer Relationship Management to deliver a user-friendly, high-performance solution, particularly in the area of personal loan services.
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