How PositiveEdge’s CRM For Contact Centers Can Help Banks Deliver a Superior Customer Experience

Friday, December 22, 2017

Gone are the days of traditional banking. Today’s banking industry is being transformed by numerous factors such as rising customer expectations, increasing regulatory requirements, and changing demographics. Banks need to implement innovative new technologies to keep pace with the changing environment or risk being left behind.

A PwC survey reveals that 55% of bank executives view non-traditional players as a threat to traditional banks. These non-traditional players are leveraging newer technologies that cater to customer demand to have a smooth banking experience across all transactions — from simple inquiries to more advanced services such as loans and payment processing.

Banks should ensure that their customers are getting a consistently exceptional experience in every interaction, be it in person, online, or via phone. In order to do so, banks should know their customers and their history, and should be able to anticipate their next likely activity. Fortunately, banks can now leverage technological solutions that can gather actionable insights from customer interactions to optimize their overall customer experience.

 
Customer Relationship Management

A Customer Relationship Management (CRM) system helps manage the bank’s relationships and analyze interactions and data about its customers and potential customers. It is designed to compile information on customers across different channels—or points of contact between the customer and the bank—which may include the bank’s website, telephone, live chat, email, and even social media. CRM systems can provide the customer-facing staff detailed information on the customer’s personal information, purchase history, buying preferences, and concerns.

In order to deliver a superior customer experience across different channels, banks need the right tools and the right information when interacting with customers. PositiveEdge’s CRM for Contact Centers helps banks and financial services institutions overcome the pressure of regulatory compliance, streamline processes, and improve customer experiences. It is designed to integrate hosted telephone applications with on-site applications to ensure unified data management, promote transparency without risking security, and empower a more effective and relevant response from agents or staff. It leverages Microsoft Dynamics CRM and CTI toolkits from Salesforce and Oracle.

Departmental silos and legacy systems can prevent a bank from staying responsive to the needs and demands of today’s customers. PositiveEdge’s CRM for Contact Centers can unite each department and ensure that vital information is shared across the organization so they can deliver a seamless and unified customer journey.

To learn more about how you can enhance your customer engagement and ensure customer loyalty, contact us today.

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