SYSTEM OVERVIEW

Abbey National (now known as Abbey Santander), a major UK banking service provider, wished to increase their range of specialised services provided from their branches whilst maintaining existing staff levels. The optimum way was considered to be by connecting the customer directly to national specialists via direct dial telephones.

After extensive competitive trials Abbey chose GAI-Tronics's Sentinel hand set telephone to provide this service.

FUNCTIONALITY

GAI-Tronics supplied and installed 717 units in banking halls throughout the UK.

Each telephone, which is customised with Abbey corporate colours and logos, can provide up to 10 button auto dial facilities, each directly linked to the relevant service centre. The telephones are installed into specially constructed booths to provide the customer with a relaxed and confidential environment. The 5 month programme required extensive co-ordination between Abbey, British Telecom and GAI-Tronics to ensure a smooth roll out programme.

All telephones are remotely programmed and currently monitored via GAI-Tronics S.M.A.R.T. system from their base at Burton upon Trent, England. Management information is provided on a monthly basis to Abbey giving data on the numbers of calls per service by location and call duration.

SYSTEM DIAGRAM



This system shows the Customer Services telephone, its link to the
monitoring base station at GAI-Tronics and its links to the Banking Information Service Centres located around the United Kingdom.