Tools that provide complete and holistic views of their customers and enable them to reach out with intelligent and timely offers. Microsoft Dynamics CRM is such a tool, said an ABN AMRO Bank exec at the Sibos 2013 event.
Microsoft is reporting big financial institution wins for its Dynamics CRM business. At the Sibos global financial services event in Dubai last week, Redmond announced several global financial institutions are modernizing business operations on the Dynamics CRM platform as they shift from transaction-based businesses to customer -centric businesses.
Prioritizing customer service is the key competitive differentiator for Metro Bank, Great Britain’s first new bank in more than a century. Microsoft Dynamics CRM, combined with Microsoft devices and services, is the foundation of Metro Bank’s customer-first strategy.
“As the first new high street bank in the U.K. for over 100 years, our unique, customer-focused model is reinventing the rules of retail banking,” said Paul Marriott-Clarke, Commercial Director at Metro Bank. “Microsoft Dynamics CRM helps us enhance our customers’ experiences, combining traditional face-to-face service in our stores with amazing technology to ensure our customers receive the very best in service and convenience.”
Microsoft Dynamics CRM offers financial institutions a powerful solution to drive proactive interactions with end customers, provide deep client insight, and deliver intelligent offers and custom-built experiences. In the banking world, key results are typcilaly improved customer retention, adding new customers and improving advisor productivity.
MKB Bank, the second-largest bank by equity in Hungary, chose Microsoft Dynamics CRM to steer all customer-related processes in the bank and keep up with growth. The results: MKB improved customer service times by 25 percent, decreased customer churn by 5 percent and increased profit earned on the primary banking customer segment by 20 percent in the same period.
“Customer service is our top priority, and Microsoft Dynamics CRM gave us a comprehensive view of customers and integrated access to all channels,” said Laszlo Kiraly, head of CRM and E-Channels at MKB. “Our CRM-driven front-end system has become the core application for our business. It is now our primary platform for collaboration, better efficiency and a superior multichannel experience.”
To reall be customer-centric organizations, banks must look at their operations from their customers’ perspectives. They need tools, technologies and processes that allow them to address customer inquiries anywhere, anytime. Banks need tools that provide complete and holistic views of their customers and enable them to reach out with intelligent and timely offers.
Volkskreditbank AG (VKB) uses Microsoft Dynamics CRM to help it become one of the most customer-oriented banks in Austria. The bank reports a 32 percent boost in sales productivity, an 18 percent increase in customer service quality and a 95 percent decrease in the time needed to provide analyses and reports, to provide managers and executives with a near-real-time view into the health of the business.
“We needed a CRM solution to power our entire bank, not just a single division or set of products,” said Michael Reifetshamer, IT Manager at VKB. “Our experience with Microsoft Dynamics CRM shows that we made the right choice.”
ABN AMRO Bank NV improved customer service by implementing Microsoft Dynamics CRM and connecting it to its asset management system to provide a single view of each customer account.
“Dynamics CRM is a robust solution tool,” said Su Kia Tan, head of Process & Project Management for ABN AMRO Bank. “We use it to support our end users in managing business growth and productivity improvement with necessary controls built on customized and streamlined workflows.”
Use segmented customer knowledge:
• Flag behaviors, such as late payments, that put customers at risk so you can take proactive steps to
minimize exposure
• Ensure your pricing and policy decisions support your retention strategies by viewing their impact on
customers’ holistic relationships with your organization
• Understand the preferences and portfolios of your most profitable customers
• Identify products and services you can promote to other customer segments to grow their revenue and
profitability
Identify your most profitable customers so you can implement effective retention strategies
• Share customer service histories and provide convenient incident tracking and follow-up tools across
call centers to help improve the quality and consistency of your service delivery
• Uncover and proactively respond to unfilled customer needs, especially those hidden across branches,
channels, or other touch-points
• Determine service-oriented ways to up-sell and cross-sell
• Deploy more effective, targeted sales and marketing efforts to grow and retain your base of loyal, profitable clients
Improve efficciency woth cross department collaboration:
Easy-to-use tools that help you automate the often manual processes required when your employees need
to work across departments to follow-up on customer service requests
• Centralized customer knowledge that helps you to dentify new service offerings and marketing opportunities by analyzing customer behaviors and preferences across all channels
• Standardized and automated routine processes help you to minate unnecessary process steps and hidden
costs while improving your customers’ experiences
• Key performance indicators (KPIs) that help you identify rot causes of process issues. Cotinually
improve your problem resolution capabilities and gradually introduce deeper levels of collaborative
process improvements across departments
• Intuitive tools help your employees work more efficiently with access to their daily tasks in a personalized, “role-based” environment
Microsoft Dynamics CRM’s User Interface has been refreshed for the new release, coming later this year. The CRM 2013 interface is designed to be faster, cleaner and easier to use than previous versions. See the new interface in action in this CRM 2013 user experience overview video.
Better still visit us at Gitex where we will be presenting several solutions for the banking sector.
