Malam Systems of MalamTeam Group is soon going launch two new information management applications. The first at Leumi Call's service center and the second at Leumi's technical center. The new application for Leumi Call's service center was tailored to the Bank's needs and enables hundreds of service reps to provide efficient, fast and uniform service to all the Bank's customers, from the moment the call comes in through to the conclusion of the process. The new system at the technical center will serve approximately 70 reps handling incoming calls from the Bank's employees at branches dispersed throughout the country.

 The scope of the project is estimated to be hundreds of thousands of Shekel.

The new Leumi Call center application which Malam integrated is based on Kana's worldwide leading product and includes full interfacing with the Siebel customer relations management system, CRM.

The new product contains one of the top search engines in the world and includes options for speedy retrieval of information, simulators, process and document management, and an authorization module allowing review of various parts of one document by different target audiences.  The system also includes smart management of feedback, a system for sending various types of messages to staff at the center, service center management tools and a system for generating briefings, queries and broad reports relating to the representatives' operations in the various systems, among others.

The new application at the technical center is the development of an innovative, ground-breaking concept for the inclusive handling of a call. A call opened in the CRM system is transferred directly to the appropriate solution in the information management system and at the end of the call, the document sent to the customer is recorded by clicking a button in the CRM system. The entire process is carried out without requiring the rep to type input, saving the costly time required for typing and locating information in the organization's existing information reservoirs, while preventing documentation errors.

Ronit Scher-Shalom, manager of the banking and finance sector at MalamTeam Group's Malam Systems says:  "The systems integrated at Bank Leumi are operated at two centers: at Leumi Call, an essential center interfacing the connection with the Bank's customers and at the support and backup service center providing support for the Bank's staff at all its branches on a range of topics, for improving the response to the Bank's internal customers".

Mordechai Sasson, head of Bank Leumi's production division and vice-head of its operations and administration center adds: "Leumi was the first bank to integrate information management in Israel. These applications, at Leumi Call and at the technical center, are a part of the customer service center support system and are an integral part of the overall IT strategy.  The project was very professionally carried out by MalamTeam and once completed, we received efficient systems that better support the services provided to the Bank's customers and employees".