On May 7th, Customer Effective presented the Customer Effective: Banking CRM solution to the attendees of this year’s Miser User Group Conference in Daytona Beach, FL. The Miser core processing system for banks has been around for over 30 years, and the users gather each year to discuss new technologies and best practices. Customer Effective, along with our partner ACI (formerly S1) presented a session that focused on emerging trends in branch banking, and how Microsoft Dynamics CRM can help bankers achieve efficiencies and a true 360 degree view of their customers. Sandy Coons, VP of Business Development for ACI Worldwide, emphasized the changing nature of selling inside of a branch and challenges that self-service present. Coons quoted a Tower Group study that found that “banks welcomed self-service for its cost-savings potential but are now realizing that moving people out of the branch reduces face-to-face contact and cross-sales opportunities.” Part of the solution, concluded Coons, is the addition (and integration) of CRM.
Attendees later had the opportunity to test drive Customer Effective: Banking with integration to ACI’s Teller solution. A high-level overview of the integration is pictured below. “It was a simple, yet impactful, demonstration to show how everyday interactions with bank tellers can be shared with the core banking systems and CRM. These interactions can be leveraged to up-sell, alert management to unusual activity, and really help in gaining a holistic view of your bank customer,” said Customer Effective Product Manager Brad Koontz.