A lot has happened since February 2005 when we last reported on Radar, Rabobank's Customer Relationship Management portal. The Word looks at what the Electronic Distribution Wholesale team has been doing to develop the portal further and prepare for its European rollout later this year. Platform for electronic collaboration 'Radar's overall mission is to enable staff to work together to deliver the best possible solutions for our cliënt base and, in doing so, increase cross-sell across all product lines,' says Theo van Koningsveld, Manager Electronic Distribution Wholesale, of the Customer Relationship Management (CRM) portal he has been developing for the last two years. Based on Radar's easy-to-use functionalities, its successful implementation in the Netherlands and Dublin and the positive feedback from users, this mission is well on the way to being accomplished. Two important developments are still on the horizon, however: the European rollout of the system between now and the end of the year, and the integration of Radar with the new Rabobank dotcom site that is due to go live in November. 'We've heard of CRM systems being developed in other companies and failing, because the scale of the systems was too big, and they didn't fulfill the users' requirements,' says Van Koningsveld. 'We didn't want to make the same mistake, so before we even started work on Radar, we con- ducted interviews with 50 Wholesale employees to make sure that our ideas matched their needs. We've also put a lot of thought into how we integrate the system across the Group. We're based in Utrecht, and it made sense to start here so we could keep a close eye on what was happening. Only after we were sure that everything functioned as it should did we look at implementing it in other branches around the country. We finally went international with the Dublin branch earlier this year.' Before Radar was developed, every product line had its own silo of information and operated very well individually. The problem was that employees had little idea what their colleagues in other product areas were doing, and whether several different people were approaching the same cliënt with conflicting proposals. This approach didn't make Issue 12-October 2006 The Word 13

Rabobank Bronnenarchief

blad 'RI The Word / The Word' (EN) | 2006 | | pagina 13