PUT YOUR CUSTOMERS AT THE CENTER OF YOUR BUSINESS WITH A PERSONALIZED APPROACH

Transcription

1 PUT YOUR CUSTOMERS AT THE CENTER OF YOUR BUSINESS WITH A PERSONALIZED APPROACH Powered by Banking.CRM

2 Personalize all customer-facing interactions across all key areas within a bank Today, customers expect you to know their needs, to be treated personally and that you deliver a superb customer experience. Send personalized key messages with offers tailored to every individual based on their needs and provide excellent bank service. Individual customer approach is a key factor in retaining existing customers and attracting new ones. Marketing Focus on the customers showing the highest level of interest in your products Sales See new sales opportunities and adjust the offer to reflect specific customer needs Customer care Resolve issues on time and help your customers in order to improve customer experience and satisfaction

3 Banking.CRM connect sales, marketing and customer service with a CRM solution designed for banking BANK VISIT CALL CENTER E-BANKING WWW MOBILE SOCIAL BANKING.CRM MARKETING Track and identify potential customers Put your leads on auto-pilot Lead scoring Measure marketing impact on sales SALES 360 customer view Cross-sell and upsell recommendations Mobile support KPI monitoring CUSTOMER SERVICE Claims management Omni-channel support Process-based automatic case routing Case resolution monitoring SLA-driven processes RETAIL banking PRIVATE banking CORPORATE banking POWERED BY

4 Connect online and offline marketing strategies Extend your traditional marketing efforts with inbound marketing and focus on the customers who come to you. Key benefits + + It helps you quickly recognize and identify potential clients showing interest in your banking services based on digital interactions. + + It provides potential and existing customers with the right content at the right time and in the right context of interest. + + Empowers your sales team to get information about potential customers with the highest probability of closing a deal. Track website visits and recognize unique visitors and their web activities Enable prospects to identify themselves through link clicks or through form captures Put your prospects on auto-pilot ensuring they get the right content in the right context and at the most appropriate time Measure their digital engagement, provide your sales team with qualified leads

5 Improve your customer service and make your customers loyal Centralized management of all key business events between the bank and the customer provides the following benefits to your customer care department: + + Single point for communication with customers regardless of communication channel + + Full 360 customer view + + Information about the next best action for the customer based on customer s individual specific requirements + + Case capture and classification + + Pre-defined process to resolve the claim + + Assuring timely accurate treatment (SLA) + + Timely information about the case status + + Follow-up satisfaction survey Deliver superb customer experience through personalized approach.

6 Support your sales team with a 360 customer view Bank accounts, loans, deposits, bank transactions Autosuggested next best step and offer General customer data and contact information Activities, recent communication across all channels and personal notes Open opportunities (account opening, loan origination)

7 The right interaction at the right time in the right context Benefit from a CRM sales assistant that will automatically create appropriate task activities for you and inform you: +on + the next best offer for individual customer; + + on the next most appropriate action to take on the individual customer. Automatically provided intelligent suggestions based on the stage in the sales process, different types of banking transaction or marketing segmentation target groups make sense of your day-to-day activities and enable you to provide a more personalized approach to your customers. Next Best Offer based on transactions, expiry of bank products, historical data, segmentation results Next Best Step based on business events

8 Customer Life Cycle Journey Awareness + + Web tracking + + Prospect identification + + Lead nurturing Prospect becomes customer + + Open bank account, internet, banking, mobile bank, etc.) + + Send welcome letter (additional information) BEFORE DAY ONE BEFORE DAY ONE BEFORE DAY ONE DAY 1 First contact + + Get inquiry + + Say thank you (SMS) + + Make first contact + + Get first appointment to establish personal contact Present offer to the customer + + Capture customer needs and specific requirements + + Capture valuable information (where did you hear about us, what is your primary bank, what is your preferred communication channel and contact method)

9 Follow-up + + Onboarding process satisfaction survey + + Capture response + + Ask for recommendations/referrals Follow up and gain insight + + Customer satisfaction digital survey + + Use previous responses and capture new ones DAY 3 DAY 180 DAY 365 DAY 30 TO DAY 90 Cross-sell opportunities + + Establish two-way communication using preferred channel + + Track and respond to customer interest + + Monitor business, transactions and balance + + Find cross-sell and upsell opportunities Follow-up + + Personalized anniversary phone call from the branch manager + + Offer upsell and cross-sell opportunities

10 Global Progress (Count) My Active Goals Planned Meetings New Bussines Accounts New Loans New Deposits In-progress (Integer) Actual (Integer) Target (Integer) Adjust your KPI s for each of your department to track, learn and improve TRACK MARKETING IMPACT ON SALES + + The number of new qualified leads by marketing campaigns + + Sales leads-to-close ratio + + Marketing and revenue campaign performance TRACK SALES PROGRESS AND YOUR TEAM ACTIVITIES + + Track the progress of sales opportunities + + Define targets, set goals and track sales results; + + Track sales activities in real time TRACK CUSTOMER SERVICE SATISFACTION + + Track your customer service team performance + + Track your SLA performance in real time + + Track customer satisfaction

11 Banking.CRM More than 10 years of experience with developing solutions for the financial industry enable us to understand the challenges and opportunities of modern financial institutions. Banking.CRM is a custom-developed CRM solution that helps banks shift from a product-centric to a customer-centric approach, to integrate marketing, sales and customer service departments and to improve retention and customer experience in the demanding and competitive financial services industry. Microsoft Dynamics CRM and Microsoft Dynamics CRM Online were recognized as leaders in Gartner s Magic Quadrant for 2015 with strengths in product capabilities and end-user satisfaction. Adacta s competencies with implementing Microsoft Dynamics CRM and developing industry specific CRM solutions have been recognized by Microsoft which awarded Adacta its Gold CRM Partner Certification for the Adriatic Region. Along with a Gold ERP certification, Adacta is the only Gold ERP and CRM Partner in Slovenia, Croatia and Serbia. Dejan Blatnik Sales Manager of Business Solutions T: W: E: dejan.blatnik@adacta.si

12 Adacta Group Slovenia Croatia Serbia Russian Federation Czech Republic Adacta Leskoškova 9d 1000 Ljubljana T: info@adacta.si Adacta Strojarska Zagreb T: info@adacta.hr Adacta Trešnjinog cveta Novi Beograd T: info@adacta.rs Adakta LTD. 44 B. Serpukhovskaya str Moscow info@adacta.ru Adacta Software S.R.O. Dominikánská 350/ Brno info@adacta-group.com 25 years in the IT industry, international operations, a team of over 350 people, more than 400 completed projects, and a commitment to growth and development are ample testimony of our good work. Adacta s presence in 4 CEE countries and in Russia, as well as our strong partner network enable us to implement international projects in more than 25 countries. Through developing industry-specific solutions for insurance, utility and pharmaceutical industry, Adacta is entering global markets.

13 Adacta s references in the financial industry

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