eCRM for Financial Services

Resources » Case Study: Rand Merchant Bank

No industry is more keenly aware of the vital importance of building and maintaining customer relationships than the financial services industry. Whether involved in investment, insurance, research, credit or banking, financial services firms face a unique set of challenges owing to their large, diverse customer bases and often complex products and services.

• create the impression of personal service to hundreds of thousands of clients through the use of many-to-many communication campaigns;
   
• capitalise on client relationships by consistently anticipating their specific needs;
   
• foster product loyalty through relevant value-added offers; small business owners, for instance, could be sent small business news and partner offers, while other personal customers could receive information relevant to their insurance, bond, vehicle finance or debt consolidation;
   
• ensure promotions and offers are always relevant — targeted at the right prospects;
   
• ensure promotions are delivered to each chosen client at the most opportune time and in their preferred manner (web, mobile or email);
   
• provide regular market-specific information to clients to keep them informed about financial issues beyond their control, for example governmental, economic and environmental activities, and advice on how to manage them;
   
• reduce customer churn and improve brand loyalty by demonstrating that your organisation shows an interest in more than just the financial well-being of customers.

• Multi-channel communication platform
  Orchestrate consistent communication across multiple channels (internet, email, mobile) and to suit client preferences, ensuring the right individuals are exposed to the right message at the right time.
   
• Powerful profiling and personalisation mechanism
  Get to know each individual client better and use this knowledge to improve segmentations, target opportunities more accurately and engage with them more productively.
   
• Sophisticated communication workflow engine
  Automate routine client service and communication tasks to achieve efficient, cost-effective relationships, without compromising service quality.