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Lewes, Delaware
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May 2, 2003     Cape Gazette
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May 2, 2003

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I[ ;t " 0 CAPE GAZETTE, Friday, May 2 - May 8, 2003 - 89 Citizens Bank to invest $100 million in technologies Citizens Bank - "Citizens" - re- cently announced it will invest more than $100 million over the next three years to further enhance the services it provides to its 2.4 million bank customers. As the core component for this significant commitment, Citizens has signed a contract with WebTone Technologies Inc., a leading provider of customer in- teraction solutions, said William K. Wray, Citizens executive vice president and the bank's chief in- formation officer. Wray said Citizens has selected WebTone's TouchPoint solution as the bank's enterprisewide cus- tomer service and sales platform. It will be installed in Citizens' more than 850 branches across seven states inthe New England and Mid-Atlantic regions between July 2003 and the end .of 2005. This new technology will pro- vide powerful new sales and se: ice tools for its platform staff (managers and customer service representatives) at traditional and in-store supermarket branches throughout the region. Through this branch automation project, platform automation to sales and service staff throughout the New England banks will take place this year, along with the 24- hour PhoneBank. The platform automation will'be available to the Mid-Atlantic branches in 2004, Tellers in all states will receive the new TouchPoint tools, including new computer screens and higher quality printers, in 2004. Citizens systems will employ web-based technology, generally new for banks in branches. In ad- dition, the plafformautomation will be implemenKl withan inte- on architecturethat will assist Citizens in integrating multiple channels to mak e each customer experience as seamless as possi- ble. Wlile Citizens has grown its Fulton Financial Advisors program earns national brokerage award Fulton Financial Advisors and Delaware National Bank have an- nounced-the Advisors' Retail Bro- kerage Program has been recog- nized as the best community: based brokerage program in the counU'y for 2002 by the Bank In- surance & Securities Association (BISA). BISA honored Fulton Fi- nancial Advisors as the top per- forming community bank broker- age program at its annual confer: ence in March. The BISA award program is composed of three annual awards: the Community Based Program of the Year, the Large Institution Program of the Year and the Re- gional Institution Program of the Year. The criteria used in the se- lection process were customer service and reputation in the in- dustry, productivity of the invest- ment consultant staff, retention of investment consultants d com- pliance accuracy records. Fulton Financial was recog- nized for demonstrating its ability to provide superior investment and insurance services to cus- tomers in the communities it serves. "This is truly a significant hon- or that speaks volumes about the exceptional quality of our staff and their commitment to develop- ing and maintaining a first class brokerage program," said David Schoffstall, president and CEO of Fulton Financial Advisors. ''This is an honor to be shared by the en- tire organization." "We are proud of our Fulton Fi- nancial Advisors Program and the partnership that Delaware Nation- al Bank has with Advisors, to bring customers our ultimate goal of satisfaction," said Paul H. My- lander. Fulton Financial Advisors, an affiliate of Fulton Financial Cor- poration, is a $4.6 billion invest- ment management firm offering a broad array of financial products and services. These services in- clude investment management and administration of retirement services, trust and estate manage- ment, brokerage and insurance services, charitable/endowment management, corporate trust, cash reserve investment management and private banking. GEORGETOWN " Spanish style ranch home w/bonus suite over garage that includes 12x19 room wlfull bath: home features 3 BR plus 2 more full baths, large lot, sold "as is." HL1963 $182,000 commitment to customer conven- ience - allowing them to bank when, where and how they choose through retail branches, supermar- ket locations, telephone banking through its 24-hour PhoneBanks and ATMs - branches remain the cornerstone of relationship bank- ing. '`this affords our branch staffs even greater ability to fulfill our customers' banking needs," Wray said. "Citizens is making a size- able investment to expand our customer xelationships and reward our customers' loyalty. With the WebTone TouchPoint solution, we will be able to reduce further the time it takes customers to open new accounts, In pilot testing, new account opening time was re- duced by two-thirds." IDC Financial Insights has esti- mated that one in five customers switched banks last year, with 45 percent of the defectors complain- ing about poor service and another 20 percent citing perceived indif- ference by the provider. "With our new TouchPoint technology, Cidzens service per- sonnel will quickly be able to pr o- vide customers with a full picture of the financial services they re- ceive from Citizens," Wray said. "We believe this will enable us to better meet our customers' needs." "Citizens clearly is dedicated to outstanding customer service," said Jim Szyperski, president and CEO of Atlanta-based WebTone. "WebTone's combination of deep financial service expertise, proven delivery results and TouchPoint's unparalleled sales and service functionality will be invaluable to Citizens' customers." "We believe that investing in initiatives to further enhance the customer experience with Citi- zens' legendary service makes good business sense," said Wray. LYNN O'DONNELL . / 302 856 7394 302 856 7328 ] Practice primarily limited to: Real Estate Settlements Estate Planning and Administration Elder Law: Guardianships, Powers of Attorney, Medicaid Planning, MillerTrusts Member of National Academy of Elder Law Attorneys Celebrate our 100th Anniversary with us by banking at any of our offices. And you can do most of your day-to-day banking at any of the nearly 200 offices and 160 ATMs in our community banking system. Just look for the Mercantile symbol where you live, work or play. MAIN OFFICE: One West Church St., Selbyville 302-436.8236 BETHANY BEACH: "Garfield Parkway & Pennsylvania Ave. 302.537-2600 Sea Colony at Market Place (ATM Only) BRIDGEVILLE: 100 Laws St. 302-337.3500 CLARKSVILLE: Routes 26 . 17 (Inside Hocker's IGA) 302-539.8505 FENWICK ISLAND: Route I  Farmington St. 302-537-2500 GEORGETOWN: Route l13.& Alfred St. 302-855-0400 REHOBOTH BEACH: 4161 Highway One 302.226.2600 LEWES (SUMMER 2003): Route I  Kings Hwy. Carpenter's Crossing 302.644-3030 F BALTIMORE trust A MEMBER OF MERCANTILE BANKSHARES CORPORATION A family of Community Banks serving Delaware, Maryland, Virginia and Pennsylvania t/-gSER RO Lisa Mathena "From Dover to the Dunes" Office: 302-644-8656 Cell: 302-236-6232 lmathena@psre.coln CAVE COLONY, MILTON Prime building loU Deed restric- lions, 125x21S lot, LPP septic approved. HL1964 $59,900 OWENS ACRES LOT 5.17 acres of land. No restrictions, mobiles okay. LIP septic. Only $58,000 HL1930 DELMAR This older Victorian house has lots of charm. V'mion and TLC can trans- form this house into a home. 3 bed- rooms, 2 baths, being sold "as is" condition. HL1953 $67,000 SANIBEL VILLAGE Fabulous 3BR, 2BA, 1st floor unitl Freshly painted, appliances included, lamtal weeks already in place for summer. HL1962 $274,500 Looking for ideas about where to eat tonight? See Cape Cuisine on pages 104-105 OR CALL 1-888-2-GILPIN