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Komerční banka, a. s.

We Have Delivered a CRM Solution Improving Retail Client Care to Komerční Banka

Applied solutions
CRM Solutions

Introduction of the Customer

Komerční Banka, a. s. is one of the leading banking institutions in the Czech Republic as well as Central and Eastern Europe. It is the KB Group’s parent company and a part of the international Société Générale Group. It provides its customers with retail, corporate and investment banking services through a wide network of branches, direct banking or its own distribution network.

How We Helped the Customer?

The CRM solution called “ZOOM” used daily by 3 500 bank branches´ employees was built for Komerční banka on the Microsoft Dynamics CRM technology.

  • The project for comprehensive transformation 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 from the various systems and applications used by the bank daily.
  • Microsoft Dynamics CRM 2016 was chosen as the most suitable and up-to-date on-premise 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 in the bank branches on a daily basis.

Dôležité fakty

The CRM solution is used by more than 3,500 employees
3-mouse-click information search
Increased customer satisfaction after solution implementation
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