Banco Espírito Santo (BES), founded in 1869, is the second-largest private financial institution in Portugal with a 20.3% domestic market share, 2.1 million customers, and more than 700 in-country branches. It also has a strong international presence with operations in 23 countries and four continents.

With strong growth in its major markets, BES needed a modern, cost-effective, scalable, and reliable customer relationship management (CRM) solution for its retail operations. The bank wanted to optimize client relationship management and integrate all customer touch points and service channels to improve the success of its sales and marketing initiatives.

BES implemented the same CRM solution as many other leading banks: Oracle's Siebel CRM.

With Siebel CRM 8.1 and other Oracle solutions, BES significantly increased sales of its new financial products across all channels by up to 25%, and it expects to increase annual revenue by up US$4 million annually. It also improved the success rate of bank branch sales, marketing, and lead generation campaigns by nearly 10%.

“We are very happy with Oracle’s Siebel CRM applications. We already knew that this was the best solution available, but it has surpassed our best expectations,” said João Manaças, Customer Relationship Management Manager, Personal Marketing Department, Banco Espírito Santo.

Click here to learn more about BES's use of Siebel CRM.