Charter UK wins FSTech's 'Best Use of IT in Retail Banking' Award.

Wed 17th April 2013

Charter UK, in collaboration with Lloyds Banking Group, has won the prestigious 'Best Use of IT in Retail Banking' Award at the 2013 FStech Awards last night. The awards recognise excellence and innovation in the field of information technology within the UK and EMEA financial services sector. 

Charter UK fended off competition from hundreds of entries to be selected as the winner at a gala dinner and ceremony at the London Lancaster Hotel on April 17th. Charter UK was also named runner up for the "Best Use of Technology for Customer Service" award.

Commenting on the awards, Paul Clark, CEO Charter UK, said: 

"Lloyds Banking Group (LBG) has taken a leading role in the industry with this deployment and we're delighted to be recognised for our role in helping to bring such an ambitious project to life. Using Charter UK, LBG was able to replace more than 40 disparate complaint-handling systems that were being used across 30 different LBG brands, including numerous internal databases, spreadsheets and third-party applications that demanded high levels of support and administration. As a result, Charter UK now provides LBG with Europe's largest single software platform for managing and resolving customer complaints, which means that staff now have the insight, training and processes they need to deliver a consistently superior service. 

"The ability to use a single complaint handling system across the entire Group also gives LBG much greater insight into its customers, and thus complements the other service improvements being made across the organisation. The management information being provided by the Charter UK system is therefore contributing to LBG's broader customer service goals by enabling the bank to perform a root cause analysis of exactly what is causing its customers to complain, so that it can address these issues quickly and efficiently in order to make changes that make a real difference to the bottom line."

In the category of Best Use of IT in Retail Banking, Charter UK was up against Barclays (Pingit), Crédit Mutuel – (CIC/Welcome Real-time) and RBS (Fujitsu). For the Best Use of Technology in Customer Service award, Charter UK was in competition with Barclays (Barclays Mobile Banking) and Barclays Wealth & Investment Management.