Extending CRM for Banks to Regulatory and Government Affairs

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From the ashes of the recent financial crisis rose a competitive banking environment with more sophisticated and demanding customers. Today's bank customer demands a seamless, multi-channel customer experience and meaningful interactions. Many banks have turned to CRM systems to provide a holistic customer view and streamline operations. Hitachi Solutions has a CRM for Banking solution that includes bank-specific data and reporting model, best practice business processes, and portal and mobile capabilities.

For banks, it's not just the customer that has changed since 2008. The regulatory environment has changed as well. Fortunately, banks can utilize the same tools they use to manage their customer relationships to manage their regulatory relationships. Hitachi Solutions has extended its CRM for Banking to include CRM for Regulatory Relations.


Sometimes referred to as regulatory and government affairs, regulatory relations is about managing the banks’ relationships with regulators, government bodies, and often finance media. These relationships are usually at a senior level and require senior executives to be fully briefed on any material issues in-flight or due to arise.

Regulatory relations teams need to have visibility of all regulatory engagements in process and what the status is.  From activities including whistle blowing and malpractice investigations to inquiries, thematic reviews and exams. Banks need to be able to demonstrate to their regulators that they have oversight and management control of regulatory issues that arise. That they manage timely escalations and ensure that corrective actions are taken. Failure to do so affects the way a regulator perceives incidents and penalties are more severe when in addition to a specific incident occurring, there is a lack of management control in place.


Hitachi Solution's Regulatory Relations Solution is a collection of customizations and configurations for CRM 2013 which can be deployed on line or on premise and will act as a fast start configuration of CRM in order to allow the client to implement a first-phase regulatory relations solution.

At its heart, this is a stakeholder management solution applied to a regulatory environment. The central function of the solution is to manage regulatory engagements, commitments and meetings. Key capabilities include provision of a regulatory calendar, an app-style appointment form, document integration, the ability to delegate permissions to one or more EA/PA staff, and a number of security enhancements.

The Regulatory Relations Solutions includes:

  • Engagements – all interactions with a regulator come within an engagement. This can be a long running issue or review, or it could be a short inquiry or briefing. Action plans, individual commitments and documents are brought together within an engagement.
  • Commitments – A commitment to do or provide something for the regulator. It could be to make an internal procedure change, to provide a report or document, or to arrange a meeting. Within exams and other reviews the regulator will typically have 50 – 200 individual requests for reports and pieces of information – these are all recorded and tracked against commitments to provide the information.
  • Findings and other outcomes – Special engagement types are created automatically when an engagement concludes with a finding of a fine or an enforcement action, for example, providing continued management through this next phase of the process.
  • Structured processes – when a routine engagement needs to be escalated to central compliance, or an issue is marked as a material issue, or at the launch of a new exam – there are business processes to follow and the automation of these using Dynamics CRM 2013 business rules, workflows and processes ensures that nothing falls through the gaps.
  • Security – A complex security matrix is necessary and regulates visibility on team, record and field level, including special options for records protected by legal privilege and country-specific data protection or compliance rules. The security enhancements include the implementation of delegated permissions. When a line-of-business head, or a C-level executive is added to an engagement, then that access needs to be granted to their executive assistant for administration of the system.
  • Regulatory Calendar - Displays a calendar style view of meetings. This calendar has the ability to be filtered for example – “All meetings with the FRBNY”, or “Any meetings attended by the Chairman”. All meetings within the CRM system are governed by the security regime so when users view the calendar they will only be able to see the meetings to which they have access.


Hitachi CRM for Regulatory Relations was built based on direct experience with banks and their regulatory and government relationships. It is just as applicable to other financial services institutions including for example investment advisory firms, and for insurance and healthcare.

If you would like more information about the CRM for Regulatory Relations Solution, please contact us at Hitachi Solutions.

by Hitachi Solutions

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