Banco BiCE has built a solid reputation for superior customer service. The bank is a niche player, with a customer list including many of Chile’s most important businesses and prominent citizens. To maintain service quality without hiring many additional employees, management recognized that the bank needed to streamline processes, automate operations, and implement a sophisticated Customer Relationship Management (CRM) solution. They met the challenge by hiring DTS Ltd., a Remedy Alliance Partner, to provide a custom solution on the Remedy Service Process Management platform, Action Request System, and by engaging the outsourcing services of a major call center service provider to build, staff, and manage the new contact center.