This document discusses how Microsoft Dynamics CRM can help financial institutions improve contact center operations. It provides an overview of challenges in the banking industry and how contact centers can address them. The document also presents a case study of Banca Transilvania, which saw a 30% increase in telesales productivity after implementing Microsoft Dynamics CRM. Key benefits included improved customer data tracking, access to customer histories, automated workflows, and reporting. The conclusion states that Microsoft Dynamics CRM can provide a cost-effective CRM solution to help drive sales, customer loyalty, and return on investment for banks.
The book has been designed to serve as an essential insight
necessary to understand CRM (Customer Relationship Management)
that especially meets the requirements of T5 MBA students of KTU
specializing in marketing. Substantive coverage has been given to
topics like CRM technology, Sales Force Automations, Enterprise
Marketing Automation, implementing CRM, Application Service
Provider, Impact of CRM on Marketing Channels and CRM Tools.
The book has been designed to serve as an essential insight
necessary to understand CRM (Customer Relationship Management)
that especially meets the requirements of T5 MBA students of KTU
specializing in marketing. Substantive coverage has been given to
topics like CRM technology, Sales Force Automations, Enterprise
Marketing Automation, implementing CRM, Application Service
Provider, Impact of CRM on Marketing Channels and CRM Tools.
Learn more about the technological advancements in CRM and how it will help you deliver experiences and give your business an edge over competitors.
Stay updated with the Emerging CRM Trends:
https://www.officeclip.com/blog/post/2020/10/06/emerging-crm-trends
A CRM is a collection of people, processes, software, and internet capabilities that helps an
enterprise manage customer relationship effectively and systematically. The goal of CRM is to
understand and anticipate the needs of current and potential customer to increase customer
retention and loyalty while optimizing the way product and services are sold.
A small powerpoint of CRM and the concept behind it. The context isn't great but the design is a nice template. It was used in a Sales class so the exercise isn't there.
Implementation of CRM in banking especially in cooperative banking dealing in developing economies. concept of CRM, process of CRM, types of CRM and with respect to types of CRM general recommendations to implement has proposed.
Customer Relationship Management by Ravi KumudeshRavi Kumudesh
CRM “is a business strategy that aims to understand, anticipate and manage the needs of an organisation’s current and potential customers”
It is a “comprehensive approach which provides seamless integration of every area of business that touches the customer- namely marketing, sales, customer services and field support through the integration of people, process and technology”
CRM is a shift from traditional marketing as it focuses on the retention of customers in addition to the acquisition of new customers
“The expression Customer Relationship Management (CRM) is becoming standard terminology, replacing what is widely perceived to be a misleadingly narrow term, relationship marketing (RM)”
Learn more about the technological advancements in CRM and how it will help you deliver experiences and give your business an edge over competitors.
Stay updated with the Emerging CRM Trends:
https://www.officeclip.com/blog/post/2020/10/06/emerging-crm-trends
A CRM is a collection of people, processes, software, and internet capabilities that helps an
enterprise manage customer relationship effectively and systematically. The goal of CRM is to
understand and anticipate the needs of current and potential customer to increase customer
retention and loyalty while optimizing the way product and services are sold.
A small powerpoint of CRM and the concept behind it. The context isn't great but the design is a nice template. It was used in a Sales class so the exercise isn't there.
Implementation of CRM in banking especially in cooperative banking dealing in developing economies. concept of CRM, process of CRM, types of CRM and with respect to types of CRM general recommendations to implement has proposed.
Customer Relationship Management by Ravi KumudeshRavi Kumudesh
CRM “is a business strategy that aims to understand, anticipate and manage the needs of an organisation’s current and potential customers”
It is a “comprehensive approach which provides seamless integration of every area of business that touches the customer- namely marketing, sales, customer services and field support through the integration of people, process and technology”
CRM is a shift from traditional marketing as it focuses on the retention of customers in addition to the acquisition of new customers
“The expression Customer Relationship Management (CRM) is becoming standard terminology, replacing what is widely perceived to be a misleadingly narrow term, relationship marketing (RM)”
What is FIWARE and why it is a great ecosystem for enabling the co-creation of Smart Cities world wide? Find it in this presentation. The presentation was originally given at Beyond 2020 on 28th July in Recife, Brazil
Find the full report here: http://bit.ly/29z1228
Is trust in the cloud important? Based on recent EIU survey findings, it appears so. When organisations exhibit higher levels of trust in the cloud, there is a substantial and positive correlation with a wide range of business outcomes. On the opposite end of the spectrum, if users don’t trust the cloud because they don’t understand its attributes, it will be a less effective tool for them.
This report, sponsored by Google, assesses how far along businesses around the world are on the cloud progression and trust curve. Survey findings are based on a 10-country, multi-industry survey of 452 senior executives, as well as interviews with cloud experts.
Digital Leadership Interview : Jim lawton, Chief Product and Marketing Office...Capgemini
"Not only will our robots learn the job and complete the task, but they are using their algorithm to optimize the task assigned and make that job better."
Jesse Lozano, "The Future of Manufacturing – a Desktop Sized Revolution?"WebVisions
Massive industrial machines and processes are currently being scaled down so they can easily sit on your desktop. You can have anything 3D printed at the click of a mouse button and soon we will see desktop sized machines that print much more than just plastic.
Rapid prototyping has dramatically reduced the cost barriers to creating a new hardware device and access to open source software has enabled more people than ever to actually design and bring their ideas to life. The rate at which innovation occurs today is faster than ever before and the growing ability to innovate in your living room and crowd fund your idea into existence means that we are now seeing a wave of innovation that actually started in a living room, it's all very 70's and it's pretty exciting.
As innovative as the desktop space can be, it's still dwarfed by the rapid innovation of large scale manufacturing. Industrial 3D printing and work force automation are only just starting to change the way the world makes and consumes products. These massive changes won't happen over night but we're on the cusp of a new industrial revolution.
Within this session, Jesse will discuss his experience with manufacturing and how the the impact of new technology on the industrial scale will change the way the world creates products.
Workshop #3: Sketching Collaboratively by Praneet Koppulaux singapore
UX design is not a job to be done in silos anymore, designers are tasked with guiding the teams they work with to make better choices for the sake of the users. They need to work collaboratively with stakeholders/team members to integrate and understand business requirements and technology feasibility while advocating for the user. Time has come to repurpose some of the core UXers’ tools and methods for a collaborative and lean environment to build a shared understanding and work towards common product goals.
In this workshop, you will be introduced to collaborative sketching exercises. You will learn how to run such exercises to ideate, develop and iterate on possible design solutions with the development and management teams they work with.
Social Hacks: Time Savers To Fuel Your Marketing Success at SEMPDX 2015Brent Csutoras
Social Media can take a lot of time. Over the years our team has come up with a number of hacks to save time and still have great success across the top social media sites. This presentation touches on some of our best hacks for social media.
You’ve probably been eating pulses most of your life – you just didn’t know it. Pulses are a type of dried legume seed, such as beans, chickpeas, lentils and peas, and they are packed with protein, fiber and minerals, but devoid of fat. Trying to shed light on this under-appreciated food staple, the United Nations has declared 2016 the International Year of Pulses, calling them “nutritious seeds for a sustainable future.”
Driven by challenges on competition, rising customer expectation and shrinking
margins, banks have been using technology to reduce cost. Apart from competitive
environment, there has been deregulation as to rate of interest, technology intensive
delivery channel like Internet Banking, Tele Banking, Mobile banking and Automated
Teller Machines (ATMs) etc have created a multiple choice to user of the bank. The
banking business is becoming more and more complex with the changes emanating from
the liberalization and globalization. For a new bank, customer creation is important, but
an established bank it is the retention is much more efficient and cost effective
mechanism.
Customer Relationship Management [CRM] is a business strategic tool which helps in developing great relations with your customer. The prime factor here is customer satisfaction. CRM is a process where a company with the aid of technology, sales team, marketing and various other methods interact with their customer. This interaction is vital to have feedbacks, to earn leads and to develop that relationship which can be nurtured over several years, also to have strong product base.
Transforming from Call Center to Contact Center How-To GuideDemand Metric
Executive Summary
If loyal customers are the lifeblood of a successful marketing program, call centers are the heartbeat. It is within the call center that happy customers become loyal advocates or disenchanted. All too often, however, call centers are viewed by marketing professionals as an afterthought instead of a key to customer loyalty, customer satisfaction and as a lead generation.
Modern marketers must move from seeing Customer Care as a secondary supporting function to one of primary importance to marketing programs and lead generation, along with other digital marketing and sales activities.
This How-To Guide challenges marketers to view the call center as a potential source of revenue and lead generation as well as the hub of Customer Care. This report discusses the misperceptions around call centers and shows modern marketers how to transform their call center (cost center) into a Modern Contact Center (profit center) by recognizing its strategy in lead generation and customer experience.
This brief 11-page How-To Guide is designed to provide practical advice for building a Modern Contact Center and outlines the following:
Executive Summary
Opportunities & Challenges of the Call Center
Creating a Modern Contact Center
Contact Center Application Selection Criteria
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
More about the DOC
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressful situations.
15 Marriage
____
The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road.
16 Leadership
______
Leadership does not mean dominance. Leading your colleagues to a common goal and making them believe in the reality of this purpose. Successful leaders are those who can keep their team’s motivation alive for many years. You have to make them desire the work to be done.
17. Emotions Are All Normal
___
Anger, hatred, love, happiness… You can understand when and under what circumstances these feelings will emerge by following yourself. You may have these feelings depending on how you interpret the events you encounter. The important thing is to be able to react independently of your feelings. You may find yourself making promises that you cannot keep because you are happy, or you may resort to violence when you are angry.
18/ Being able to Express Your Emotions
____
Not everyone’s level of empathy can be very good. You may be in a difficult situation immediately. You may feel bad, but people may not understand it. In these situations, you may need to express your feelings a little more directly.
19/You Are Not Your Emotions
______
Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Don’t let your feelings affect your actions.
20/ Timing
__
As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words.
Thanks for reading
~ 𝗧𝗼𝗻𝗴𝘀𝗮 𝗚𝘂𝘆
Book:- https://amzn.to/3XsVTz2.
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to mana
Customer Experience Management Transforming Financial Industry To The Next LevelFCICCM1
CXM: It’s All About The ROI! The Financial industry now is investing in Customer Experience Management (CXM) Systems as they are understanding the impact of effective & personalized communications for better customer experience (CX). For more information visit their website.
Customer Centricity in Banking
Strategic plans for banks and credit unions are replete with references to their superior customer- or member-centricity. Nearly every financial institution says their competitive edge is their customer service. However, when everyone competes on the same thing – and they all claim to be the best – then the only logical conclusion is the vast majority are clearly wrong.
A large majority of banks claim they are customer-centric, even while competing with product-centric business strategies like focusing on rates and fees. Far too many banks today fail to define what customer centricity means, nor do they organize their business strategies around what customers truly want, even developing products or services customers have voiced little demand for.
When it comes to adjusting their strategy, banks have only a handful of options. They can revisit their strategy and define it differently to reflect a product-centric approach – i.e., lowest cost, unique or specialized products, etc. – or they could double-down on customer centricity and practice what they preach. Assuming they are insistent on customer centricity, what should banks do?
Definition of Customer-Centricity
First, we need to level-set with a definition of customer-centricity. According to Forbes, customer-centricity is:
“The ability of people in an organization to understand customers’ situations, perceptions and expectations. The customer should be at the center of all decisions related to delivering products, services and experiences to create customer satisfaction, loyalty and advocacy.”
Customer-centric organizations understand every facet of their customers. Many banks and credit unions measure customer satisfaction just once a year and have call center reports detailing complaints and use that limited analysis to say they understand the customer. Or, worse yet, banking executives often say they know the customers’ needs because they are a customer. There are also variations of, “I know the customer because I’m in the community,” or, “I understand millennials because my children are millennials.”
A true customer-centric organization holds the customer as the single most important point when making decisions that will affect the customer. Most publicly-traded organizations are likely to fail this test as revenue, income, cost or overall financial impact most often trump customer needs or wants. Similar attitudes abound in privately-held organizations and even credit unions, which are member owned.
If the first question when presenting a business case to the executive team isn’t “How will this affect our customers?” then the organization is not likely to be customer centric.
Characteristics of a Customer-Centric Organization
Merely saying that an organization is customer-centric and having a pithy tagline doesn’t make an organization so. Organizations that are customer-centric exhibit the following characteristics:
1. Strong Leadership and Strat
Key takeaways from the Gartner Magic Quadrant for the CRM Customer Engagement...Creatio
Bpm'online has been included in the Gartner CRM Customer Engagement Center Magic Quadrant, 2015.
Report Highlights:
- Through 2018, an ecosystem of at least five vendors will be required to build the ideal customer engagement center (CEC), the core of which will be an intelligent CRM case management system.
- Great diligence must be shown by IT leaders working on customer service projects.
- To support customers, some interactions will remain human-assisted, while far more will be automated, and some will require customer self-service through search tools or social media channels.
Service marketing- customer relationship managementsksbatish
customer relation management in service sector, the profitability segmentation of customers in service marketing, service marketing, the types of customers in various segmentation,
CRM evolution, multi-channel integration and customer response managementrahuls30
From knowing and connecting with the customer to reaching them via multiple channels, we've come a long way. There are views, opinions, feedback and all kinds of data streaming simultaneously from a large number of channels. And with new channels opening up, we are forced to ask "What next?" Presenting an exclusive whitepaper that features the growing challenges of dealing with a multi-channel response interface, streamlining data from various sources and efficiently engaging with your customers…
Migrating its entire virtualized environment from VMware to Hyper-V has helped Miele & Cie, an appliance manufacturer shrink its server space by more than 50 percent and improve productivity.
To add to the new flexible and energy-efficient data center, Miele has also ‘saved an estimated 35 percent in licensing costs by going with a Microsoft virtualization solution’.
Hyper-V has helped AcXess fill that much needed virtualization gap with an improvised and more competent functionality and reduced data center and hardware costs.
According to Tom Elowson, President and Cofounder, AcXess, “Hyper-V has made all the difference. It is amazing to think we have grown our business 300 percent over the last few years with Hyper-V. ”
There are many misconceptions surrounding Cloud Computing and what it has to offer.
Tell apart the facts from the myths with Cloud Computing Myth Busters and develop a deeper understanding of the Cloud.
Download Myth Busters >>
SAP Sapphire 2024 - ASUG301 building better apps with SAP Fiori.pdfPeter Spielvogel
Building better applications for business users with SAP Fiori.
• What is SAP Fiori and why it matters to you
• How a better user experience drives measurable business benefits
• How to get started with SAP Fiori today
• How SAP Fiori elements accelerates application development
• How SAP Build Code includes SAP Fiori tools and other generative artificial intelligence capabilities
• How SAP Fiori paves the way for using AI in SAP apps
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
Generative AI Deep Dive: Advancing from Proof of Concept to ProductionAggregage
Join Maher Hanafi, VP of Engineering at Betterworks, in this new session where he'll share a practical framework to transform Gen AI prototypes into impactful products! He'll delve into the complexities of data collection and management, model selection and optimization, and ensuring security, scalability, and responsible use.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
Essentials of Automations: The Art of Triggers and Actions in FMESafe Software
In this second installment of our Essentials of Automations webinar series, we’ll explore the landscape of triggers and actions, guiding you through the nuances of authoring and adapting workspaces for seamless automations. Gain an understanding of the full spectrum of triggers and actions available in FME, empowering you to enhance your workspaces for efficient automation.
We’ll kick things off by showcasing the most commonly used event-based triggers, introducing you to various automation workflows like manual triggers, schedules, directory watchers, and more. Plus, see how these elements play out in real scenarios.
Whether you’re tweaking your current setup or building from the ground up, this session will arm you with the tools and insights needed to transform your FME usage into a powerhouse of productivity. Join us to discover effective strategies that simplify complex processes, enhancing your productivity and transforming your data management practices with FME. Let’s turn complexity into clarity and make your workspaces work wonders!
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
The Metaverse and AI: how can decision-makers harness the Metaverse for their...Jen Stirrup
The Metaverse is popularized in science fiction, and now it is becoming closer to being a part of our daily lives through the use of social media and shopping companies. How can businesses survive in a world where Artificial Intelligence is becoming the present as well as the future of technology, and how does the Metaverse fit into business strategy when futurist ideas are developing into reality at accelerated rates? How do we do this when our data isn't up to scratch? How can we move towards success with our data so we are set up for the Metaverse when it arrives?
How can you help your company evolve, adapt, and succeed using Artificial Intelligence and the Metaverse to stay ahead of the competition? What are the potential issues, complications, and benefits that these technologies could bring to us and our organizations? In this session, Jen Stirrup will explain how to start thinking about these technologies as an organisation.
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Alt. GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using ...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Climate Impact of Software Testing at Nordic Testing DaysKari Kakkonen
My slides at Nordic Testing Days 6.6.2024
Climate impact / sustainability of software testing discussed on the talk. ICT and testing must carry their part of global responsibility to help with the climat warming. We can minimize the carbon footprint but we can also have a carbon handprint, a positive impact on the climate. Quality characteristics can be added with sustainability, and then measured continuously. Test environments can be used less, and in smaller scale and on demand. Test techniques can be used in optimizing or minimizing number of tests. Test automation can be used to speed up testing.
Securing your Kubernetes cluster_ a step-by-step guide to success !KatiaHIMEUR1
Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster.
However, this ease of use means that the subject of security in Kubernetes is often left for later, or even neglected. This exposes companies to significant risks.
In this talk, I'll show you step-by-step how to secure your Kubernetes cluster for greater peace of mind and reliability.
Leading Change strategies and insights for effective change management pdf 1.pdf
Microsoft Dynamics CRM - Contact Center Solutions Whitepaper
1. Financial Services
-
Microsoft Dynamics CRM
Contact Center Solutions for
Banking
White Paper
Setting new standards that enable banks to service customers with
superior speed, efficiency, and satisfaction
Date: October 2008
www.microsoft.com/crm
2. Contents
Industry challenges and opportunities ........................................................................... 3
About contact centers in banking ................................................................................... 4
The contact center as a business efficiency platform ................................................... 5
Why Microsoft Dynamics CRM? ....................................................................................... 6
Case Study: Banca Transilvania ........................................................................................ 7
Business needs ................................................................................................................................................................................ 7
Choosing the right solution ..................................................................................................................................................... 8
Solution benefits ........................................................................................................................................................................... 8
Conclusion .......................................................................................................................... 9
2
MICROSOFT DYNAMICS CRM and BANKING CONTACT CENTERS
3. Industry challenges and opportunities
Banks and financial institutions in both developed and emerging markets are facing daunting challenges:
Market growth, heightened customer expectations, intense competition, and increasing regulatory
requirements. These pressures impact all aspects of bank operations and require a coordinated approach
to ensuring customer expectations can be met efficiently and profitably.
One specific area—contact center operations—offers both challenges and opportunities. Increasing
transaction volumes and related customer inquiries require operational performance that traditional,
disconnected legacy applications cannot support. Because their business systems and information exist in
silos, many banks simply do not have the agility they need to provide quick resolution to customer
inquiries and meet customer requirements.
Increasingly, financial institutions want to create transparent operations that will allow internal divisions to
reduce complexities and present customers with a unified service experience. The road to transparency
begins with enhancing the bank’s contact center infrastructure—rationalizing and centralizing customer
information not only in the center, but throughout the organization—to improve the customer experience
and business efficiencies through integrated customer and business processes. Key areas for achieving
efficiency and transparency include:
Complaint management: Increasing the quality of customer care and case resolution, decreasing
resolution time for customer complaints and inquiries, integrating business processes for higher
efficiency, and providing a complete customer history for better resolution.
Connection points: Understanding a customer’s purchase and usage history, especially in the
small (1-200 employees) and midsize (200-1000 employees) segment, enabling banks to identify
target customers for cross-selling and up-selling products.
Marketing campaigns: Enhancing performance and tracking the success of marketing
campaigns, helping banks meet specific customer needs with the right products and services. In
addition, banks can help ensure marketing effectiveness by integrating the contact center with
campaign management via telesales/contact center agents, tracking the success of customer
campaigns, and keeping the history of a campaign’s targeted customers in the customer history.
Sales enhancement: Improving the up-selling process by linking products with customer
databases. When the sales force and other customer-facing employees have fast access to
current, integrated information about product availability, banks can increase both revenues and
customer satisfaction.
A well-implemented contact center strategy gives banks the opportunity to build customer satisfaction,
reduce response times, optimize processes, and support partners and customers more effectively.
Managers can obtain accurate real-time case tracking and detailed reporting. Rule-driven case-resolution
can drive higher efficiency and reduce costs across all business units.
This paper provides customers and partners with examples of how Microsoft Dynamics® CRM can help
financial institutions significantly improve contact center operations. Common business scenarios,
including a case study for one of the largest retail banks in Romania, demonstrate the business value of
Microsoft Dynamics CRM.
3
MICROSOFT DYNAMICS CRM and BANKING CONTACT CENTERS
4. About contact centers in banking
A contact center is a multi-channel, multi-purpose organization that proactively serves a variety of people
and business areas—including customers, prospects, partners, investors, marketing, sales, and services—in
a logically consolidated and highly collaborative environment. A well-designed contact center can also
serve as the intelligence center for market research, customer experience, and business efficiency.
For example, by providing a consistent customer service experience across multiple channels, banks can
transform critical challenges into business opportunities. Equipped with the right tools, personnel in every
department can view the complete customer history. Rules-driven queuing and assigning of cases result
in more efficient, accurate handling by the agent best equipped to deal with an individual customer’s
needs.
Incoming and queue-driven outbound interaction facilitates effective load balancing and improved
utilization of contact center agents. This improves and automates service level agreement in a contact
center by tracking interactions and streamlining the escalation process.
4
MICROSOFT DYNAMICS CRM and BANKING CONTACT CENTERS
5. The contact center as a business efficiency platform
A bank’s ability to improve customer response times and support partners and customers more
effectively can provide major up-selling and cross-selling opportunities. With tagged questions, stored
answers, and access to complete customer histories and product portfolios, agents can personalize
individual customer interactions.
For example, contact center support staff can resolve service issues efficiently, communicate resolutions in
real-time, and escalate incidents with a single click. Well-orchestrated marketing campaigns enable banks
to instantly score and qualify inbound and outbound leads based on a holistic customer view. Staff can
route leads, follow up on inside sales processes, or efficiently send leads to partners via e-mail.
In addition, automatic workflows and process automation make it easier to drive and monitor tasks, e-
mails, and other user-defined activities.
As growing numbers of banking customers take advantage of e-mail applications for issues that are not
time-critical, banks can find new ways to reduce costs and improve customer experience. For example,
many banks now prioritize customer responses according to the way the customer contacts the bank.
Because voice calls are usually more urgent than e-mails, agents give calls priority; callbacks can provide
faster resolution for the client. For less urgent matters, e-mail is the bank’s preferred communication
channel. E-mail can help the center relieve workload during peak business hours, eliminating or at least
reducing the need to employ new agents for peak hours.
Integrating e-mail into contact center operations offers additional benefits, including:
Improved resource allocation: Banks can use existing agents more effectively for inbound and
outbound contact, especially during off-peak periods.
Higher quality resolution for clients via e-mail: Customers can be presented with a professional and
competent response by distributing e-mails based on the case-priority, subject and agents knowledge
with right skills.
High availability: All e-mails will be answered regardless of priority and subject; equally important,
every e-mail is assigned to an agent who can actually resolve the client’s issue.
Preferential handling of ―VIP‖ customers: Regardless the contact channel, these customers can receive
priority service.
Reduced fluctuation: By pre-qualifying issues and assigning cases based on agent skills, banks not
only can increase efficiency, but also improve job satisfaction and agent retention.
The e-mail service can be used by both internal and external customers. External customers can send a
direct e-mail message using one of the addresses published by the bank or by a specific campaign, or
they can use the e-mail form available on the bank’s Web site. As noted above, e-mails from VIP
customers can be prioritized. Depending on the e-mail category and routing strategy, an automatic
response can be sent to the client while the e-mail is delivered and queued to the first available qualified
agent.
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6. A well-designed contact center also defines the Service Level Agreement (SLA) - the time it takes to
resolve incidents, problems, and inquiries, and to respond to e-mails. This drives changes to optimize cost,
performance, capacity, and availability in the delivery of services every day.
To improve both corporate identity and the customer experience, e-mail response templates can include
predefined text elements for customer e-mails, helping them responding quickly and professionally to
client issues.
Why Microsoft Dynamics CRM?
The banking community is aware that a customer contact center is more than a call center for case
management or a unilateral approach to serving customers. A contact center is a logical business unit that
uses integrated customer information to improve marketing, sales, and services in a collaborative manner.
Seen in this light, Customer Relationship Management (CRM) becomes the contact center’s foundation.
Equipped with the right CRM solution, financial institutions can use comprehensive customer information
to increase business performance and improve the customer experience across all channels and all
business units.
The Microsoft Dynamics CRM platform is a full suite of CRM applications that can help financial
institutions discover new business opportunities and streamline sales, marketing, and service. Microsoft
Dynamics CRM provides a path for scalability, integration, and business value across all departments—by
providing a platform for a contact center in the bank, it can help turn the contact center into a strategic
asset rather than a cost center. Equally important, banks can support closed-loop marketing, sales, and
services within one system. Microsoft Dynamics CRM:
Helps financial institutions create the customer service intelligence they need to enhance the customer
experience and uncover new business opportunities at all customer contact points.
Allows financial institutions to differentiate themselves through new standards in contact center
management.
Provides contact center agents with an intuitive interface that works as a native extension of
Microsoft® Office Outlook®.
Incorporates detailed insight into customer information, case histories, and integration with back-
office systems and desktop applications, including the Microsoft Office system.
Provides management and reporting functions to automate and simplify routing, tracking and
analysis for customer service operations.
Aids business development with trend analysis that identifies product and service issues, enabling fast
correction and proactive responses to market changes.
Can be integrated fully with legacy applications, the Internet, and corporate intranets through the use
of Web Services.
Integrates with most existing telephony systems through CTI/IVR connectors that automate and
enable customer care center solutions.
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7. Case Study: Banca Transilvania
Using Microsoft Dynamics CRM as a contact center platform that integrates with multiple systems, Banca
Transilvania achieved a 30 percent increase in telesales productivity.
Banca Transilvania, a member of Financial Group Banca Transilvania, is a Romanian bank with 500
branches and 6,000 employees. With more than one million customers, Banca Transilvania ranks among
the top five Romanian banks, and in 1997 it became the first Romanian financial institution to be listed on
the Bucharest Stock Exchange.
Four business divisions comprise Banca Transilvania: Retail banking, small and midsized enterprises,
medical, and corporate. As part of the retail division, the contact center is responsible for key customer-
facing operations. It routes customer calls and e-mail messages through a third-party center according to
customer priority and operator experience. The contact center provides information and support for all
products—including accounts, cards, and Internet banking—and it supports retail partners who have
point-of sale (POS) systems installed in retail locations. The center also implements marketing, telesales,
and collections campaigns. Currently, the center has 34 operators available 24 hours a day, and handles
an average of 30,000–35,000 calls per month.
Business needs
The growth of Banca Transilvania, along with growing competition in the local market, challenged the
bank to improve customer satisfaction and retention. Specifically:
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MICROSOFT DYNAMICS CRM and BANKING CONTACT CENTERS
8. The contact center faced increasing volumes of multi-channel interactions with customers.
Marketing, sales, and customer care departments needed to optimize their internal processes and
services so they could retain more clients.
The marketing department wanted to use contact center tools to deploy marketing campaigns and
measure their results.
Internet banking services planned to automate subscriptions to avoid the long time-to-market delay
caused by the large number of manual operations.
Finally, the customer care department needed a repeatable routine for consistently managing
complaints.
The Banca Transilvania contact center operated under constraints that made it difficult to meet these
business needs. The contact center did not permit the collection and/or tracking of customers’
information. Nor did it permit the creation of customer profiles, which can help analyze how customers
buy products and use bank services. Creating profiles was especially critical for small and midsized
business clients, who are targets for up-sells.
Before implementing Microsoft Dynamics CRM, Banca Transilvania did not have a system for keeping
client histories. The existing application delivered information and reports on calls only, not clients.
Choosing the right solution
To fuel business excellence and provide a superior customer experience, the bank management decided
to integrate a CRM solution into its existing third-party contact center. After evaluating several solutions, a
project management team chose Microsoft Dynamics CRM. The team’s choice was based on several
advantages. The bank’s third-party center offered built-in integration connectors for Microsoft Dynamics
CRM, eliminating integration costs. The center and other business units would share a user interface that
looked and worked like Office Outlook, reducing training costs and increasing adoption and employee
satisfaction. Built-in marketing and sales force automation would address the business needs of other
divisions. Additional reasons for choosing Microsoft Dynamics CRM included rapid time to market and
lower total cost of ownership (TCO).
Solution benefits
By implementing an integrated contact center solution, Banca Transilvania has realized the following
benefits:
Customer data is generated, tracked, and reported at each level of the contact management
process.
Using customer contact history and inquiries, the system creates and updates a searchable
database of FAQs that can be queried by bank agents. The agent can easily attach database
articles to responses and case resolutions for higher efficiency.
The contact history is rolled up, reported, and summarized in the customer history record, helping
ensure a comprehensive, accurate customer view. The application manages contact information
and history, so that the agent receives the right information for each customer contact.
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MICROSOFT DYNAMICS CRM and BANKING CONTACT CENTERS
9. New accounts that are set up in the legacy system are mapped to the CRM application. Agents
have immediate access to new information, enabling them to stay current with new business.
Daily activities, including customer inquiries and campaign activities, are automatically delivered
to the agent’s desktop and work queue to facilitate ease of processing.
Open and neglected issues are escalated automatically based on the SLA and other priorities.
These issues can be identified, reported to management, routed, and tracked with status updates
through final resolution.
Work rules are used to manage work flow for business processes, driving fast, accurate resolution
of inquiries and issues.
Microsoft SQL Server® Reporting Services simplify and streamline report writing and viewing.
Queues can be set quickly to handle new business requirements—without rolling out a new
configuration of the application—fueling employee productivity and satisfaction.
Conclusion
Banks recognize the need to identify, attract, and retain profitable clients, but often lack a full or holistic
view of their customers. In addition, client demand for flexible, customized services and products that can
be accessed through multiple channels has leveled the competitive playing field. Banks are looking for
solutions that will empower contact center personnel to provide smarter, faster resolution, provide a
complete customer view that fuels greater customer intimacy, and support the ability to resolve inquires,
up-sell, and cross-sell a full range of financial products and services.
Though decision makers understand the value of this comprehensive approach, they are hesitant to take
the plunge. They are concerned about high costs, user adoption, and the risks associated with time spent
deploying a CRM system that addresses these needs.
There is a solution. Microsoft Dynamics CRM can fit the way contact center agents work, fit the way banks
work, fit existing technology, and fit any budget. Microsoft Dynamics CRM offers tools that work as a
natural extension of the Microsoft Office system, helping banks increase agent productivity, enhance
business insight, improve operational efficiencies and achieve cost containment.
Through Web Services and native service oriented architecture (SOA), Microsoft Dynamics CRM can
aggregate data from disparate sources to provide a fully integrated, 360° customer view that includes
client profiles and histories, portfolio accounts, relationships, households, and support records—all from a
central location and within a familiar user interface. Your staff can focus on immediate and long-term
goals for clients through improved internal collaboration and business process management, critical
business alerts, and shorter sales cycles.
Microsoft Dynamics CRM also offers a cost-effective, flexible CRM solution that delivers measurable return
on investment (ROI) by helping drive sales and customer loyalty without high ongoing costs. Because
Microsoft Dynamics CRM is built on the Microsoft platform and utilizes SOA technology, most
organizations can implement and integrate the solution into existing systems efficiently and cost-
effectively.
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