I feel like a pilot. I have an overall picture and at the same time all details on customers and operations, in the same way as a pilot who always has all details on the aircraft and flight at hand.
The bank is a member of one of the economically most successful financial institutions in the world, with a tradition going back more than 170 years. Among financial services clients, the bank is respected for its broad portfolio of innovative and high-quality products based on excellence and state-of-the-art technology.
A direct campaign in most cases utilizes the communication channels of SMS or e-mail. It is aimed at individual customers or groups of customers with common characteristics or the highest probability to buy the advertised product/service. Typical in such actions is that they convey precise information on the service in a personalized way.
The main problem in customer operations was represented by the lack of coherence in data about the bank’s customers and its portfolio. Consequently, key information on the client was being lost: how many, and which products from the entire portfolio they use.
The main reason for the lack of transparency was that the data on individual products were stored in a number of separate IT systems, with no quality link to the customer data. To allow for efficient customer administration and operation, it was essential to have a quick insight into each individual client with a clear and evident picture of their data and products. At the same time the possibility had to be created for fast, simple, on-the-spot editing of such data.
In the XCRM system, the bank saw the possibility to solve its problems, particularly to its flexible adaptability to its specific requirements and needs.
With only a short implementation period, the system is able to ensure comprehensive support to marketing and sales processes in a way that allows clear insight into all data which is required for efficient transactions with customers, as well as the editing of key data on the customer and their products.
XCRM joins all customer data from all external sources in one spot, therefore the user has the following options available in a single system:
Using the XCRM system, the company solved its main issues, obtained added value, and thus gained:
A company with a long-standing tradition and franchises all around the world, acting in financial services with multi-purpose credit cards. This globally recognized and established brand satisfies the needs of select and affluent consumers and provides corporations and small business owners with a complete array of expense management solutions.
Its credit card is recognized as a verified and credible payment method by millions of merchants in more than 185 countries worldwide, and allows for cash withdrawal at more than a million locations.
The company creates close and genuine ties with cardholders, and the sense of belonging is additionally strengthened with unique and innovative approaches to maintaining and increasing customer loyalty and satisfaction. The card offers its holder a whole range of services and usage options, as it allows different types of rate payments, a rich prize program, and a variety of monthly benefits.
To do business successfully, the company needed efficient and user-friendly system tools to:
XCRM impressed several franchises of the world-wide charge card giant with its comprehensive and versatile system, as it links various types of data with logical connections and enables data usage for operational use or analysis. XCRM combines and connects several basic modules required for business efficient management:
The integration of different modules makes XCRM extremely adaptable to customer characteristics, needs and wishes, as it enables:
Above all, XCRM integrated all various systems used in the company and enabled: