In such a highly competitive environment as the financial sector, companies are struggling to survive in the market and increase their visibility.
They know, that some of the keys to success, in addition to submitting customised financial plans, lie in knowing the customer, strengthening relationships, better understanding their needs, increasing cross-selling and ensuring a rapid resolution of any queries or claims.
All this is feasible with a CRM tool created with the financial sector in mind, designed to achieve a high degree of customer loyalty and satisfaction.
This is the reason why financial institutions must “always be attentive” to new opportunities and bring them to fruition, observe the behaviour of customers that raise the level of risk exposure in order to prevent them, etc. To achieve this, the information available must be complete and updated.
A more participatory, automated and unified process
The collaboration between employees in relation to sharing information at the various offices and/or departments of financial institutions is essential to achieving these objectives. This requires making the data logging process more participatory by automating processes; resulting in the elimination of the administrative burden and minimizing the time spent on tasks that provide little added value and more time dealing with customers. Our CRM tool makes it possible to share all the information created in the various establishments and business units to achieve the above-mentioned goals by reducing the operating costs of the various offices, branches or call centres.
On the other hand, unifying all the information relating to our customers and their contracted services in the existing database, allows you to avoid the inconsistencies of fragmented database systems that make it difficult to find the information related to each client. Thanks to this, financial institutions may also substantially increase their opportunities for cross selling the full range of their financial products.
Financial institutions want to use social networks to transmit an image that is more transparent and closer to the customers by trying to eliminate the negative feeling they have sometimes projected. The integration of a CRM tool with social networks, such as Facebook, Twitter or LinkedIn or with applications such as Outlook or Gmail makes it easier to receive a message generated by users automatically and, consequently, provide a rapid response, that improves the feeling of nearness, efficiency and personalization while avoiding any possibility of online reputation issues.
Reports and integration with other systems
On the other hand, in order to analyse the real situation correctly, you need to be able to generate a wide range of reports, charts and forecasts, detect trends, identify key customers to help ensure correct decision-making.
For these reports to be as complete and accurate as possible, our CRM tool will often have to be integrated with other enterprise management software. Our CRM tool can be easily linked to an ERP tool, an e-mail sending platform or even to the corporate website and e-commerce platform. Adaptability is an essential characteristic if it is to function correctly.
Examples of this adaptability are functions that allow the personalization of data, adding modules, tabs and own template designs that serve to adapt to a business as complicated as the financial sector.
We must not forget that business opportunities in this sector are not always achievable from the office. To allow agents to perform all kinds of commercial transactions and search for information about opportunities or customers from the beginning to the end without having to be at their usual workstations, some CRM tools, such as SugarCRM or Salesforce, currently provide access to your CRM tool via mobile platforms (tablets, smartphones,..), resulting in a remarkable improvement in mobility and an outstanding increase in the number of successful opportunities.