July 2001 - Phoenix Technology Group, a leading Irish financial software provider, has secured a contract with UK financial services group Lloyds TSB to define a complete customer contact solution based on the CRM solution within the group's wholesale banking operations.

Phoenix was chosen to define a customer contact solution building on a customer relationship management solution within Lloyds TSB. Defining a common set of requirements for such a disparate set of functions within the group's whole sale banking operation, was a complex task, requiring an objective viewpoint and impartial expertise in the retail financial sector.

Company wide strategies have become more of a focus in the light of Lloyds TSB's dramatic growth in recent years through acquisition of several large institutions in the financial services sector, including the TSB bank itself, and UK financial services group Scottish Widows.

Bill Lloyd, Head of Wholesale Systems Programme, Lloyds TSB, said: "Phoenix was chosen because of its industry knowledge, proven IT track record and the excellent relationship between both organisations. The relationship between Lloyds TSB and Phoenix has developed in recent years, with Phoenix having completed a customer service project with Scottish Widows earlier this year".

"The final analysis report from Phoenix was excellent and the team were both committed and professional in their approach. Internal feedback to the work completed has been excellent with no major gaps been identified, underlining the quality and depth of the analysis," said Lloyd. John Feighan, Managing Director, Phoenix Technology Group "We are delighted to continue to provide solution support and consultancy. It's understandable that we've been chosen to extend our services to other areas within Lloyds TSB, because in today's climate a CRM solution must be looked at from a company-wide perspective".

"Phoenix specialises in managing all customer contact, whether the chosen media format be phone, fax, letter, email or web e-form, and integrating all contact into the organisation's service processes," said Feighan.

About Phoenix Technology Group:
With offices in Dublin and London Phoenix was founded in 1997. Phoenix delivers end-to-end contact and e-service solutions to global retail financial institutions. Phoenix is a leading provider of web-enabled solutions for multifunctional contact and service centres empowering organisations to manage complex service processes and high-volume transaction relationships with customers, brokers and suppliers regardless of the source media (paper, e-mail, e-form, voice). Customers include AXA Sun Life, CGNU, Royal Sun Alliance, and Scottish Widows/Lloyds TSB. For more information, please visit www.phoenix.ie.