The Czechoslovak Commercial Bank (ČSOB) is one of the foremost Slovak banks with more than 50-year tradition. It provides its services to retail clients, small and medium entrepreneurs, and corporate as well as private banking clients. Besides having the comprehensive offer of bank products, it stands out also thanks to the implementation of the bancassurance concept and its personal approach. The bank portfolio comprises of current accounts, term deposits, consumer and mortgage loans, credit cards as well as various other products, e.g., life or non-life insurance, mutual funds, leasing or building savings.
“Data has become a key commodity. If a company can work with them effectively, it´s important added value for the customers getting what they truly need – a needs analysis, high-quality consultancy and, finally, a product reflecting their needs. Of course, a high-quality tool for data management makes work of all our colleagues easier and more effective during direct or indirect contact with a customer. It represents a basic pillar of our digital transformation consisting of both the technical exchange of systems and transformation of our minds with the aim for all our steps and processes to be primarily customer-oriented. My big thanks belong to all colleagues who have been involved into the CRM implementation as well as those who use it every day, otherwise, our effort would have been in vain. And of course, my big thanks belong to the Millennium team for their professional approach during the entire solution implementation period.“
In 2020, our company delivered to ČSOB a CRM application built on the Microsoft Dynamics 365 platform materializing the bank´s digital strategy.
In 2019, we made the existing CRM system available for ČSOB employees dealing with the segment of entrepreneurs and small companies.
In 2017, we have successfully finalized and put into production operation another significant innovation of the CRM solution aimed to achieve set vision – to create a key tool for relationship management of corporate banking clients.
RM Tool, as the CRM system for corporate banking in ČSOB is called, represents, after the second phase of its development, a comprehensive CRM solution meeting all expectations one could have from a modern system for customer relationship management.
Except the “standard” functionalities, the solution offers several innovative and very useful functions:
In March 2016, the new CRM version for the bank was successfully implemented into production. The project of migration from Microsoft Dynamics CRM 2011 to version 2015 lasted 6 months. Fluent transition from one version to another was crucial. Thanks to our professionality and previous experience of our experts, we succeeded.
In 2011, we delivered to our customer a bespoke web app for online conclusion of contracts for selected insurance products, such as travel insurance, car insurance and household insurance.
The visual has been designed in line with the corporate design of the whole financial group. The web page serves mostly as the source of information and data for clients and bank partners.
It is thematically divided into four units – People, Companies, Private Banking and Financial Group. Within the web page, the ČSOB financial group´s subsidiaries have been presented as well. The web page is built on the content management system “CMS Arnia”. The page is administrated by dozens of editors with various authorization levels.
The absence of an effective customer relationship management tool led to the ČMSS’s decision to implement the CRM system, while strategically opting for Microsoft Dynamics CRM.
A bespoke web application is a working tool for agents who need information about the clients, their insurance policies, portfolios as well as details of individual insurance policies. The solution contains so-called “Report Management” – a periodic generation of pre-defined reports. The system also enables its users to create individual reports based on the selected sorting criteria.
The solution enables sharing of materials and documents for the internal sales distribution network through the Internet. The original extranet application ceased to meet the company´s requirements anymore, so we decided to change user interface, implement new functionalities and deploy the solution into the new version of the Arnia CMS content management system.