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

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.