During the Future Branches 2017 conference, CRMNEXT, the largest global provider of CRM in financial services, announced that Southern Pines, North Carolina-based First Bank has selected its CRM solution to transform its branches.
With more than 300,000 customers across 95 locations, First Bank recognizes that the branch is evolving – not going away – and that to keep pace with this evolution and to deliver superior customer engagement requires blending innovative digital banking with personalized, human interactions. The only complete engagement solution available to financial institutions today, CRMNEXT will support the bank’s effort to transform its branches, provide outstanding customer experiences and execute effective, profitable marketing strategies.
According to Cathy Dudley, executive vice president at First Bank, “We believe that when customers have big financial questions, they want to talk to someone rather than chat over the phone with a support associate or send messages through an app. To better serve those customers who want that consultative support, the branch experience has to change and improve as well. This is the heart of what a community bank does: serve the customer quickly and on a personal level.”
CRMNEXT continues where traditional CRMs leave off, going beyond simply managing information to automate customer journeys and to transform engagement across channels. CRMNEXT currently empowers more than a million financial services organizations and supports a billion customers on its platform across the globe, reducing the average length of customer transactions by 90 percent, increasing employee productivity by 60 percent, and contributing an increase of as much as 40 percent to bottom line revenue.
Dudley continued, “We were searching for a CRM system that would provide First Bank’s associates with the tools to have better conversations, but many solutions on the market today do not support that effort. CRMNEXT is the only comprehensive solution that does it all, and we’re excited to partner with them to enable our staff to focus more on our customers and differentiate our service from other banks.”
Historically, financial institutions have operated through silos with multiple CRM systems to manage different areas. This approach no longer works. Supporting the largest installations of CRM in the world, CRMNEXT effectively recalibrates financial institutions’ potential to grow engagement, drive profitability and deliver innovation. CRMNEXT transcends the current CRM definition, unifying the support of customer interactions, simplifying and automating processes, managing differentiated experiences in every channel, and pioneering a new universal banker approach to customer service and sales.
“Improving the customer experience tops the list for many organizations when setting competitive differentiators, especially for banks. But all too often, banks fail in doing so because they’re primarily focused on uncovering operational efficiencies and digitizing interactions,” said Joe Salesky, CEO of CRMNEXT, Inc. “A great customer experience is about eliminating the artificial barriers between human and digital channels, and enabling world class, personalized interactions – both online and at the branch. While digital has been a main focus to better attract and engage customers, the overall customer experience has suffered. First Bank is leading the charge to change this. As the first U.S. community bank to partner with CRMNEXT, they are setting new expectations for how financial institutions must engage with customers to be innovative and profitable, and we look forward to being a part of that journey.”
Contributed | what does this mean?