Banks are seeking ways to improve customer knowledge and operational efficiency through collaboration. Having a centralized customer data store allows banks to segment customers, identify high-risk behaviors, ensure pricing supports retention, and understand profitable customers to cross-sell additional products. Improving operational efficiency requires tools to automate processes, centralized customer insights, standardized processes, and KPIs to continually improve problem resolution and collaborative improvements across departments. A unified view of customer data enables all staff to have the same customer insights to improve segmentation, marketing, and customer satisfaction while growing the bank's business.

1. Banking
Using collaborative customer knowledge to
increase operational efficiency while retaining
loyal, profitable customers

2. In today’s challenging global economy, strengthening
Help minimize risk and improve
customer relationships and improving operational
efficiencies are top priorities for banks and financial
customer service with
institutions. As competition for deposits and pressure to segmented customer knowledge
Understanding your customers’ behaviors, preferences and
reduce risk increases, banks continue to seek ways to relative value to your organization is an essential ingredient if
your top priorities include minimizing risk and improving
gain greater customer knowledge and collaborate
customer satisfaction and loyalty. With the ability to segment
across divisions to improve service and retain profitable customer data, you can:
• Flag behaviors, such as late payments, that put
customers. Connected systems along with a data store customers at risk so you can take proactive steps to
minimize exposure
that centralizes data across channels are essential for
• Ensure your pricing and policy decisions support your
banks to: retain customers; collect information at every retention strategies by viewing their impact on
customers’ holistic relationships with your
interaction point; segment customers by profitability organization
• Understand the preferences and portfolios of your most
levels, behaviors, and preferences; and build share-of-
profitable customers
wallet through targeted cross-selling and up-selling • Identify products and services you can promote to other
customer segments to grow their revenue and
strategies. profitability
Deepen customer knowledge Improve your operational
with consolidated, 360° views efficiency by collaborating
Most financial institutions have large and expanding volumes of
customer data that have been collected as new services and delivery
across departments
In this era of great change and increased competition, where
channels have been offered. However, they are challenged to keep
mergers and acquisitions are as prevalent as new service offerings
up with the endless task of consolidating data across divisions and
and delivery channels, banks are challenged to rapidly transform
channels. Their traditional customer information systems often “stop
business operations while improving efficiency ratios. Responding
at the front doors” of branches or divisions, preventing all up views
quickly to customer demand for consistent service across all
of customer interactions that cross bank locations and delivery
delivery channels requires increased collaboration, like unified,
channels, like ATMs or self-service Internet sites. Any customer
cross-channel customer experience strategizing, and seamless
preference and behavior information that employees and systems
service delivery regardless of point-of-contact. To continually
can collect often doesn’t span the organization, forcing data-
improve service levels while reducing costs essentially to do more
collection questions to be repeated, which frustrates customers.
with less you need:
Without the ability to easily collect and view consolidated and
• Easy-to-use tools that help you automate the often
comprehensive data, your efforts to understand and effectively serve
manual processes required when your employees need
your customers across all channels are limited. You need to easily:
to work across departments to follow-up on customer
• Identify your most profitable customers so you can
service requests
implement effective retention strategies
• Centralized customer knowledge that helps you identify
• Share customer service histories and provide
new service offerings and marketing opportunities by
convenient incident tracking and follow-up tools across
analyzing customer behaviors and preferences across all
call centers to help improve the quality and consistency
channels
of your service delivery
• Standardized and automated routine processes that help
• Uncover and proactively respond to unfilled customer
you eliminate unnecessary process steps and hidden
needs, especially those hidden across branches,
costs while improving your customers’ experiences
channels, or other touch-points
• Key performance indicators (KPIs) that help you identify
• Determine service-oriented ways to up-sell and cross-
root causes of process issues so you can continually
sell
improve your problem resolution capabilities and
• Deploy more effective, targeted sales and marketing
gradually introduce deeper levels of collaborative
efforts to grow and retain your base of loyal, profitable
process improvements across departments
clients
• Intuitive tools that can help your employees work more
efficiently by providing access to their daily tasks in a
personalized, “role-based” environment

4. A unified view of all customers and account
activities enables all staff with the same
access to information and customer insight
traditionally reserved for in-branch staff.
The result is radically improved customer
segmentation, more effective marketing and
increased customer satisfaction.
In a customer-centric world the customer
wins while the banks share of wallet grows.
Use solutions that work Microsoft Dynamics® CRM can
the way you do help you increase efficiency,
Rigid, non-integrated systems that are difficult to use, slow to
adapt and costly to maintain don’t meet your business needs. reduce risk, and grow customer
With customer information stored in disconnected systems, it can
be a struggle to assemble a complete understanding of your loyalty
customers’ needs and offer them consistently high-quality Microsoft Dynamics CRM can help your employees by working
experiences across all channels. the way they do, and providing them with consolidated customer
knowledge along with intuitive relationship management tools
You need systems that can easily be deployed in pockets of your that are natural extensions of Microsoft® Office Outlook®. This
organization, or across your entire business. You need to provide can help them effectively manage and grow customer
your employees with tools that are natural extensions of the relationships and share of wallet by giving them the access to the
applications they use every day so you can realize the benefits of right information at the right time.
powerful, underlying relationship management tools without
introducing overwhelming changes that could confuse employees Key features of Microsoft Dynamics CRM that offer financial
and disrupt critical customer service processes. And, you need institutions like yours the most benefit include:
those systems to easily plug into your current infrastructure and • Tight integration with Microsoft Office Outlook,
core banking systems—linking together a personalized, easy-to- allowing employees to continue using the tools they’re
use “home base” for your employees that provides them with a most familiar with, and already use on a daily basis
complete 360⁰ view of customer data and easy access to specific • Quick access to consolidated customer knowledge
systems already in place across your organization. through easy integration with your existing legacy
applications and technology architecture

5. • Centralized relationship management tools that
enable your customer-facing employees across all
channels to identify unmet needs, respond quickly, and
gather in-depth customer insight regardless of point-of-
contact
• Customized workspaces that provide your employees
with personalized, role-based home pages that help
them streamline routine tasks and increase productivity
• Powerful reporting and analysis tools leveraging
existing Microsoft technology investments like SQL
Server® database software that make it easy to identify
opportunities and trends, establish relationships
between your most profitable customers and the
products they use, and measure the effectiveness of new
products and services
• Great mobile support that allows employees to get
quick access to customer data from personal digital
assistants (PDA’s), laptops, or browsers
• Marketing automation that makes it easy to build
customer or lead lists as well as create, track and follow-
up on targeted cross-sell and up-sell marketing
campaigns
• Streamlined service delivery with easy access to
consolidated customer data and tools that automate the
cross-department collaboration and follow-up required
to deliver superior service
• Easy customization to streamline processes at a pace
that’s comfortable for you by building in business logic
to automate repetitive tasks, provide users guidance on
next steps, send e-mails, and create alerts for open
items, giving your customers a better experience.
In addition, Microsoft Dynamics CRM works the way your IT staff
wants it to because it’s based on proven, industry-standard
Microsoft technology that’s easy to work with and extends across
your enterprise. Microsoft Dynamics CRM leverages performance
optimization throughout your existing Microsoft technology
platform solutions, can be easily configured to meet your business
and transaction volume requirements, and can scale flexibly up
and out across your enterprise technology architecture.
Partner with a network of
industry experts
Microsoft, together with a worldwide network of Certified Partners
with deep expertise in the financial services industry, provides the
banking solutions you need to build your business strength and
efficiency by attracting and retaining more loyal, profitable clients.
To learn more about Microsoft solutions that can help your
financial institution gain a competitive edge, visit
www.microsoft.com/dynamics/industry/financialservices.mspx.
U.S./Canada
Toll-free (1) (888) 477-7989
Worldwide
(1) (701) 281-6500

6. © 2011 Microsoft Corporation. All rights reserved. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN
THIS SUMMARY. Microsoft, Microsoft Dynamics, the Microsoft Dynamics logo, Outlook, and SQL Server are either registered trademarks or trademarks of Microsoft
Corporation in the United States and/or other countries.
Microsoft Dynamics is a line of integrated, adaptable business management solutions that enables you and your people to
make business decisions with greater confidence. Microsoft Dynamics works like familiar Microsoft software such as Microsoft
Office, which means less of a learning curve for your people, so they can get up and running quickly and focus on what’s most
important. Built to work with Microsoft technologies, it works easily with the systems your company already has implemented.
By automating and streamlining financial, customer relationship and supply chain processes, Microsoft Dynamics brings
together people, processes and technologies, helping increase the productivity and effectiveness of your business, and helping
you drive business success.
U.S. and Canada Toll Free 1-888-477-7989
Worldwide +1-701-281-6500
www.microsoft.com/dynamics