Despite the fact that for several years, representatives of the banking sector showing a lively interest in CRM-systems, the size of the queues at some branches of domestic banks has not changed. To some extent, on the amount of turn affected the economic crisis, but his influence was not so important to this little paranormal phenomenon. It would seem that the bank's branches have long used computerized systems that must remove the burden of routine operations with the staff of financial structure. But as it turns out, it is often the availability of automated systems could adversely affect the quality of customer service. Or rather not the automation, and the number of automated systems. As a rule, front-office operations in the bank can be used at best two or three systems, and at worst – up to seven automated systems. As we noted in CRM-blog "Implementing CRM: the use of different approaches, with a" wealth "from multiple vendors with a variety of interfaces and algorithms of the employee may simply be physically unable to give due Focus on the customer. That is what prompted us to write a post about the feasibility of using CRM in the business processes of the bank.
Even a superficial analysis of customer service in the bank without the use of CRM-system and use it to show that in the second case, customer satisfaction is much higher and the bank employee spends significantly less time for such services. Given the interest shown by readers, has been prepared by the second part, describing the use of CRM-system for the problems the front office. In this case, a bank clerk can not only save you time on maintenance, given that all the information on the client will be presented in a single profile, but it also avoids duplication of information. With each new treatment to the client will not need to re-specify their data, but only when necessary to supplement the missing information. In addition, use of CRM-system will optimize the bank's employees and outbound campaigns of outgoing calls in Call-center. Thus, when a roll call of call-center can make a mark in the "customer profile" about its interest in "Promotional" proposal and the data will be available to other employees of the bank in real time, thus effectively pre-plan activities and resources.