Microsoft Dynamics CRM implementation at a leading Australian Bank
Business Need
The bank was facing challenges in managing customer information within its institutional division that was responsible for the largest corporate and institutional customers:
- Inability to capture global customer information due to the lack of a central database created road blocks to access and share client information efficiently across relationships and products. It impacted opportunities for cross-selling and increasing share of wallet.
- Customer information was maintained in various forms across multiple systems leading to data duplication and redundancy. With the process being people-dependent, critical information was often lost.
- Relationship executives were unable to mine the latest information about their clients in time for client meetings
Our Solution
Infosys undertook a rigorous analysis of the bank’s existing business scenarios and processes. We recommended a single view/ central repository of client details for frontline, product specialists and executives to improve knowledge management and sharing of information between different client groups, and implementing an efficient central reporting system to generate timely reports. The client partnered with Infosys to implement a robust Microsoft Dynamics CRM solution that was rolled out globally.
Benefits
- Improved market share and product cross-sell
- Increased productivity due to a central database of customer information which led to better informed customer strategies
- Opportunities identified and recorded in the system improved cross-sell and collaboration between the bank and institutional customers
- Streamlined reporting with accurate and consistent data
- Minimized the impact of staff turnover
- Reduced risk to customer relationships from disruptive staff turnover by enabling new staff to access important client information at a central source
- Helped new staff gain a better understanding of client business and requirements in a shorter timeframe
- Improved co-ordination across geographies
- Enabled better accessibility to staff in offshore sites in New Zealand, Americas, Europe and Asia
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