The Operational CRM Solution for Serving Retail Clients
Project delivery: October, 2017
The project for a comprehensive change of banking information systems also included a requirement to increase customer satisfaction through the implementation of a modern CRM solution for serving retail customers. When selecting the platform, emphasis was largely put on user friendliness and its integration with third-party systems that would aggregate all data into one system and eliminate the need to retrieve information manually in the various systems and applications the bank uses daily.
Microsoft Dynamics CRM 2016 was chosen as the most suitable and up-to-date on-prem technology platform securing all bank requirements at the time of the CRM solution implementation. We covered the CRM implementation project as a subcontractor together with our integration partner and we delivered the solution to the client’s full satisfaction within a period of 13 months after the appropriate platform was selected.
By implementing the operational CRM solution, Komerční Banka has gained a 360-degree view of retail clients’ data and business activities. Thanks to the better service and implemented cross-sell and up-sell activities according to the individual clients´ needs, the implemented system has helped increase customer satisfaction. Aggregation of information into one system has increased the searchability of information by the so-called 3-mouse clicks, allowing bank employees to instantly work with information without the need to search on third-party systems. The solution is used by more than 3,500 users on the bank branches on a daily basis.