5 Strategies for Digital Transformation in Banking – Strategy 2

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There are 5 strategies banks can use to overcome challenges with the help of Microsoft Dynamics 365.

Strategy 2: Streamline complex processes while elevating the customer experience

Manual or partially automated processes create internal inefficiencies and inconsistencies in service that affect and degrade the customer’s experience and satisfaction.

Customers expect banks to answer questions and solve problems quickly, without the extra step of forwarding questions across various departments to provide a customer with a solution. Follow-up and completion of customer requests are key to the collective trust customers have in your bank.

Customer retention is critical. Banks need to keep track of customer behaviors and predict needs, and then automatically target customers to illustrate how the bank can fulfill those needs.

81 percent of bankers agree: Organizations that can truly tap into what motivates human behavior and design the customer experience accordingly will be the next industry leaders.

Source: Accenture

How Dynamics 365 can help: Predict needs, provide knowledge and insights, and automate complex processes

Microsoft Dynamics 365 is the ideal operational platform on which to automate complex work-item processing and business process challenges, including sales, operations, approvals, and quality reviews.

  • Proactively manage operational work items and customer service cases through dashboards and escalation workflows.
  • Knowledge management provides help in getting the best answer the first time.
  • Personalize and track responses.
  • Up-sell and cross-sell to turn issues into opportunities for increasing loyalty and satisfaction.

Process automation across sales, service, and marketing can free your employees to spend more time talking to prospective customers and strengthening relationships.

Crowe CRM for Banking provides dashboards to easily access information such as recent interactions, upcoming meetings, relationship health, upcoming deadlines for loan maturities or open opportunities, and current marketing offers.

A 5 percent reduction in your customer defection rate can increase profits 25 percent to 95 percent.


Source: Harvard Business Review

Interested in more strategies? Download the full white paper: 5 Ways Banks Overcome Strategic Challenges with Microsoft Dynamics 365

Learn how banks can use Microsoft Dynamics 365 to help improve the customer experience, streamline processes, optimize opportunity management, build relationships, and modernize lead generation.

Crowe CRM for Banking

Crowe works with 1,800 financial services organizations across the country, including more than two-thirds of the top 100 U.S. banks. With Crowe CRM for Banking powered by Microsoft Dynamics 365, you can get a true 360-degree view of the customer – with a single view into all communications, interactions, operations, and relationships.

For more information about Crowe CRM for Banking, contact us at +1 877 600 2253 or visit www.crowe.com/crm.

By Ryan Plourde, Crowe, a Microsoft Dynamics 365 Gold Partner www.CroweCRM.com

Follow us on Twitter: @CroweCRM


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