• Email

The Bank and Credit Union Management Solution allows financial institutions to better understand their customers and strengthen their customer relationships. Based on the Microsoft Dynamics CRM platform, this solution is tailored for retail banks, commercial banks, investment banks, credit unions and private bankers, providing banks with a 360-degree view of customer histories, including checking/savings accounts, transaction information, and individual preferences. Bank and Credit Union Management provides robust functionality that supports financial institutions in managing customer transaction data, and provides valuable marketing analytics to assist with the development and execution of business strategies. By offering a suite of resources that ensure the delivery of superior customer service, this solution makes customers feel more connected, enthusiastic, and dedicated to your services.

Bank Account & Customer Management

  • Create new bank accounts or search for an existing customer or bank account
  • View all transactions related to the bank account or customer
  • View balances – automatically updated based on transactions done online, through the ATM, branch teller or by a customer service agent
  • Bank account master with real-time bank balance and other transaction information

    Bank account master with real-time bank balance and other transaction information

  • Native multi-currency support to transact with accounts in different currencies
  • Multi-currency bank accounts

    Multi-currency bank accounts

  • Record bank transactions such as branch and ATM Transactions, including – Account Opening, Deposits, Withdrawals, Account Closures
  • Record and update signature type – Joint, Single, Any/ Either
  • Add/delete Account Holders to a bank account. Record all history of past owners with active/inactive status
  • Ability to view and manage account owners for a bank account

    Ability to view and manage account owners for a bank account

  • Record electronic signatures on a customer record for verification. Signatures can be scanned in from a paper copy or automatically captured on an electronic signature pad
  • Attach signatures recorded on an electronic signature pad to the customer for bank representatives to view

    Attach signatures recorded on an electronic signature pad to the customer for bank representatives to view

Sales Automation

  • Achieve greater loan pipeline accuracy to improve loan production and funds acquisition operations
  • See real time reporting and analytics that give the full spectrum of business intelligence capabilities, ranging from historical reporting predictive behavior insight to basic reporting to OLAP and performance dashboards
  • Increase salesperson productivity with automated workflows, tasks, and in-built forms and reports
  • Dashboards and views provide graphical representations of sales data that allows managers to understand data at-a-glance
  • Convert a prospect email into a contact in the system with one click of a button, and track further email correspondence

Relationship Management & Marketing

  • Automatically classify customers into different preferred customer tiers based on bank balance and transaction history
  • Automatically recommend financial products based on past history and balances
  • Organize various types of campaigns including mail, email, phone, and event campaigns
  • Run tailored marketing campaigns for customers, and track responses
  • Marketing campaigns for bank customers with ability to track success of each campaign

    Marketing campaigns for bank customers with ability to track success of each campaign

Customer Profile Analytics and Reports

  • Track average transaction size by customer segment
  • Track profitability of each customer
  • Advanced customer profile – contact and product preferences for tailored marketing activities

Customer On-Boarding

  • Provide sales representatives with a step-by-step workflow that organizes each stage of the customer on-boarding process and ensures no crucial steps are missed
  • Improve sales call productivity with the automatic scheduling of future phone calls once a phone call activity is completed
  • Through automated customer on-boarding workflows, sales representatives confirm that no steps are missed during the on-boarding process, and that each prospect is thoroughly examined to prevent potential issues or liabilities occurring after approval

    Through automated customer on-boarding workflows, sales representatives confirm that no steps are missed during the on-boarding process, and that each prospect is thoroughly examined to prevent potential issues or liabilities occurring after approval

Customer Service

  • Accept incoming cases via phone, fax, email, and chat
  • Automatic assignment of cases to queues or Customer Service Representatives (CSRs)
  • Automatic template-based responders for case acknowledgements and case resolution
  • Knowledge base to help with improving first contact resolutions (FCR) and reducing turn-around time
  • System assigned target close date. Tracking of expected close date to actual close dates
  • Automatic escalation of cases if beyond expected close date
  • Customer service cases have target dates automatically predicted. Ability to track Actual vs. Target completion date

    Customer service cases have target dates automatically predicted. Ability to track Actual vs. Target completion date

Customer Self-Service

Customer web-based self-service portal that allows customers to:

  • Check account balances on the web
  • View and update account profile information
  • Make transfers within accounts in the financial institution
  • View account statements
  • Request for customer service – create online service ticket
  • Self-service portal for customers to view transaction history and originate transactions

    Self-service portal for customers to view transaction history and originate transactions

Interfaces

Out-of-the-box integration capability available for:

  • Treasury management systems
  • ATM network
  • Credit card and payment gateways
  • Loan management systems
  • Banking website
  • Web portals for self-service
  • Phone system for customer service agents
  • Chat interface
  • Unified customer service agent interface for representatives to view customer information and call and chat from one application

    Unified customer service agent interface for representatives to view customer information and call and chat from one application