At the Sibos global financial services event in Dubai, Microsoft Corp. (Nasdaq "MSFT") on Tuesday announced that a number of leading global financial institutions are modernizing their business operations and choosing Microsoft Dynamics CRM as the platform to shift from transaction-based businesses to customer-centric businesses.
Microsoft Dynamics CRM has been designed from the ground up to help businesses engage and delight their customers by delivering exceptional customer experiences and interactions. Financial institutions are drawn to the customer-first design philosophy and the fact that Microsoft Dynamics CRM works seamlessly with other productivity applications such as Microsoft Outlook, Microsoft Word, Microsoft Excel, Microsoft SharePoint and Yammer. Microsoft Dynamics CRM gives financial institutions a powerful solution to drive proactive interactions with end customers, provide deep client insight, and deliver intelligent offers and custom-built experiences, enabling banks to improve customer retention, add new customers and improve advisor productivity. In essence, Microsoft Dynamics CRM helps financial institutions become a true trusted advisor for their clients.
Prioritizing customer service is the key competitive differentiator for Metro Bank, Great Britain's first new bank in more than a century. Microsoft Dynamics CRM, combined with Microsoft devices and services, is the foundation of Metro Bank's customer-first strategy.
"As the first new high street bank in the U.K. for over 100 years, our unique, customer-focused model is reinventing the rules of retail banking," said Paul Marriott-Clarke, commercial director at Metro Bank. "Microsoft Dynamics CRM helps us enhance our customers' experiences, combining traditional face-to-face service in our stores with amazing technology to ensure our customers receive the very best in service and convenience."
MKB Bank, the second-largest bank by equity in Hungary, chose Microsoft Dynamics CRM to steer all customer-related processes in the bank and keep up with growth. With Microsoft Dynamics CRM, MKB improved customer service times by 25 percent, decreased customer churn by 5 percent and increased profit earned on the primary banking customer segment by 20 percent in the same period.
"Customer service is our top priority, and Microsoft Dynamics CRM gave us a comprehensive view of customers and integrated access to all channels," said Laszlo Kiraly, head of CRM and E-Channels at MKB. "Our CRM-driven front-end system has become the core application for our business. It is now our primary platform for collaboration, better efficiency and a superior multichannel experience."
Volkskreditbank AG (VKB) tapped Microsoft Dynamics CRM to help it become one of the most customer-oriented banks in Austria. The results have been undeniable: a 32 percent boost in sales productivity, an 18 percent increase in customer service quality and a 95 percent decrease in the time needed to provide analyses and reports, giving managers and executives a near-real-time view into the health of the business.
"We needed a CRM solution to power our entire bank, not just a single division or set of products," said Michael Reifetshamer, IT manager at VKB. "Our experience with Microsoft Dynamics CRM shows that we made the right choice."
ABN AMRO Bank NV improved customer service by implementing Microsoft Dynamics CRM and connecting it to its asset management system to provide a single view of each customer account.
"Dynamics CRM is a robust solution tool," said Su Kia Tan, head of Process & Project Management for ABN AMRO Bank. "We use it to support our end users in managing business growth and productivity improvement with necessary controls built on customized and streamlined workflows."
And at the end of the day, to become a customer-centric organization banks must first start thinking from their customers' perspectives. They need tools, technologies and processes that allow them to address customer inquiries anywhere, anytime. Banks need tools that provide complete and holistic views of their customers and enable them to reach out with intelligent and timely offers. Microsoft Dynamics CRM is the tool that ultimately allows them to become trusted advisors to their customers.